EAP Client Success Account Manager; IC

POSITION SUMMARY

At Aetna Mental Well-Being we are leading the industry in transforming mental well-being to deliver holistic end-to-end solutions that help consumers achieve their best health and be their best selves. We are seeking a highly motivated Account Management professional to support Aetna Mental Well-being and Resources for Living EAP product. The position requires a background in client relationship management, business acumen in managing financial negotiations, and a growth and retention mindset.

The primary success metrics for this role will be client retention, customer satisfaction, and profitable growth.

Hiring preference given to candidates residing in Florida or eastern time zone.

• Relationship management in building trust and rapport with primarily larger, national-sized clients.

• Delivery of superior client service by understanding client needs and business goals, managing expectations, resolving concerns/ escalations, and strong negotiating skills.

• Leverages a data driven and analytics-based mindset to develop and effectively execute retention, growth and forecasting strategies.

• Strong product knowledge of client offerings and awareness of market trends and competitor landscape.

• Develops productive and collaborative internal partnerships to create a comprehensive growth and service strategy.

• Consistently demonstrates Aetna Mental Wellbeing’s value proposition and aligns it to clients defined success metrics and objectives.

• Proactively identifies cross-sell opportunities and ensures profitable revenue and growth to Aetna.

• Owns the customer lifecycle – from implementation to engagement strategies and contract renewals.

• Strong consultative and innovative approach to account management in supporting our clients.

• Works cross-functionally to provide voice of customer feedback and process improvement suggestions.

• Leads monthly, quarterly and annual performance reviews with a data driven approach to actionable insights and strategy.

• Implements, monitors and effectively communicates performance metrics and aligns assigned performance measures with client objectives.

• Uses sound judgement and seeks appropriate input from leaders and subject matter experts to inform decision-making.

• Engages in stretch assignments to serve on committees and work groups to benefit our business.

• Serves as a mentorfor junior colleagues.

Candidate should have demonstrated success in creating innovative solutions, a successful track record in breaking through barriers with a positive attitude, and a strong understanding of data analytics.

Minimum 5 years’ client engagement and program success experience.

Background in healthcare industry, preferably
Behavioral Health/ Employee Assistance Programs (EAP).

Work
experience in a
defined
client success/ a
ccount management
role .

Superior written ,
verbal
and interpersonal
communication skills .

Track record
of effective
time-management
and prioritization , and effective delegation of
deliverables .

Demonstrated success in consultative relationship management
with larger, national sized accounts
as
evidenced
by retention and growth .

Leveraging analytics to guide account strategy,
monitor
performance metrics and KPIs, and proficient use of to o
ls (
Salesforce,
Tableau, Power BI, or advanced CRM reporting ) .

Ability to critically think in high-pressure environments to resolve disputes and negotiate successful outcomes .

Demonstrated strength in strategic
plan
development and execution .

Strong financial acumen and negotiating skills .

Demonstrated
proficiency
in Microsoft Office Suite (Excel, Word, PowerPoint, Teams,
Outlook).

Executive presence and strong presentation skills

Strong attention to detail, with a process and solution-oriented mindset .

Bachelor of Arts degree or equivalent experience

40

Full time

The typical pay range for this role is:

$54,300.00 - $

This pay range represents the base hourly rate or base annual full-time salary for all positions in the job grade within which this position falls. The actual base salary offer will depend on a variety of factors…