Client Success Executive
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Job Description
Client Success Executive responsible for the growth of client accounts at Lantern. Managing strategic client relationships and ensuring retention and satisfaction among clients.
Responsibilities:
- Successfully manage the overall relationship with the client and all stakeholders.
- Develop service strategy to ensure renewal and growth of client accounts and retention of members for assigned accounts.
- Develop plans to increase client revenue and profitability through better utilization of network, pricing strategies, and communication of new and enhanced offerings.
- Ensure both company and client objectives, expectations and goals are being met.
- Exercise judgement in handling client discussions, escalations and issue resolution.
- Demonstrate proactive ability to diagnose and fix root cause drivers of service and/or delivery problems.
- Develop and manage strategic plans in the most proactive and strategic manner possible and find new and innovative ways to show clients the value of the products and services purchased.
- Proactively identify potential service issues and takes steps to resolve identified issues.
- Lead and mentor account managers to resolve simple and complex issues as well as develop solutions proactively.
- Successfully onboard new clients in a manner that sets them up for continued success.
- Conduct professional and productive in-person meetings with clients.
- Willingness to travel up to 20% of the time to clients, Lantern headquarters (Dallas) and appropriate industry events.
Requirements:
- Bachelor’s degree required.
- Extensive experience in healthcare industry, focus on self-funded benefits industry required.
- 5+ years of job-related experience in a strategic account management role within the human capital, healthcare or benefits industry required.
- Healthcare start-up experience strongly preferred (point solution, navigation, disease management).
- Direct experience handling portfolios consisting of multiple Fortune 500 and/or large public Sector Clients preferred.
- Ability to engage interpersonally with all levels within an organization, including C-suite.
- Process-driven and strong analytical skills and insights.
- Strong leadership and influence management skills, ability to motivate Client Success Managers to support client portfolios.
- Ability to thrive in a matrixed organizational structure.
- Motivated team player with a positive collaborative attitude.
- Ability to work in fast-paced, start-up like environment.
- Excellent verbal and written communication skills.
- High energy Level, willing to contribute to establishing a world class corporate culture.
Benefits:
- Medical Insurance
- Dental Insurance
- Vision Insurance
- Short & Long Term Disability
- Life Insurance
- 401k with company match
- Flexible Time Off
- Paid Parental Leave
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