Strategic Account Executive — Client & Retention

Scope:
The primary goal of the Senior Account Executive is to maximize client satisfaction and retention while driving growth and profitability.

Education:

• 4 Year College/University Degree. This requirement will be waived for someone who has 15+ years industry work experience.

• 7-10 Years Experience in working with clients, assessing their needs, and facilitating responses. Knowledge of the insurance, self-funded, and stop-loss industries is preferred.

• Good organizational skills and time management.
• Must be a dynamic individual with strong interpersonal skills.
• Must be a critical thinker and have a passion for the position.
• Must be able to multi-task and multi-process for a variety of clients at the same time, while staying organized, providing timely responses, deliverables and follow-ups.
• Excellent verbal and written communication skills.
• Ability to handle difficult situations tactfully and diplomatically.
• Effective problem solving and decision-making skills.
• Strong computer skills with proficiency in MS Office Suite products (Word, Excel, PowerPoint).

• Ensuring that clients remain satisfied and continue to do business with the company. This involves proactively addressing issues, providing high-quality support, and delivering value that aligns with client needs by maintaining a complete understanding of all Med Watch products, service offerings and implementation processes.
• Maintain a thorough working (aka hands-on) knowledge of the Med Watch CMS system to be able to implement/modify products, client specific workflows, where and how to run reports and any other Client/Group contact information.
• Manage assigned block of TPA’s/groups with multiple services, benefit plans and vendors.
• Identifying opportunities for upselling or cross-selling additional services or products to existing clients, thereby increasing overall revenue.
• Work with Med Watch internal departments to help investigate and bring to resolution any issue that the client may have.
• Designing and implementing processes that make it easy for new clients to get started and derive value quickly and ensuring that ongoing interactions are smooth and positive.
• Onboard new Customers/Clients and their groups, including but not limited to programming of CMS system, communicating products sold to internal Med Watch departments, preparing employee communication pieces, and coordinating vendor implementations.
• Develop a strategy on your outreach to clients.
• Coordinate and Facilitate Quarterly/Semi-Annual Client Meetings, as well as any other meetings that may be necessary to service the Client appropriately. Travel may be required.
• Analyze the customer needs & interests, refer to appropriate Med Watch staff members as necessary.
• Address customer problems, issues or complaints and engage in the activity necessary so that a
• resolution may be expedited. Use client feedback and performance metrics to continuously improve the client experience and address any areas of concern.
• Ensure that all client deadlines are met, and that expectations of all parties are managed.
• Present Fee Schedule Renewals and New Products to Clients.
• Run, Review and present client reports and services utilization reports to ensure client understanding.
• Assist accounting with outstanding invoice issues.
• Participate in marketing/sales meetings when requested.
• Project a positive image in representing Med Watch to clients, customers and brokers.
• Collaborate on Marketing materials when requested.
• Update job knowledge of industry by participating in educational opportunities, i.e. webinars & industry publications.
• The incumbent may be responsible for duties or responsibilities that are not listed in this job description. Duties and responsibilities may change at any time with or without notice.