Client Experience Executive

What are important things that YOU need to know about this role?
-Remote Work: Work from anywhere with a fully remote role designed for flexibility.
-Travel Requirement: Up to 30% travel for business-critical meetings, conferences, and team events.
-SaaS Experience: Strong experience working with SaaS platforms, tools, and workflows is preferred
-Upsell & Customer Success: Drive upsell and cross-sell initiatives, manage contract renewals and negotiations, and ensure strong Voice of Customer (VoC) scores.
-Industry Experience: Experience in commercial specialty benefits is a must-have; dental and vision experience is a bonus.

What will YOU be doing for us? The Client Experience Executive (CEE) is responsible for the overall success of their assigned client groups as measured by client growth (bookings related to renewals and new products, services and markets), client satisfaction and client retention. The CEE is expected to be the expert on the client including the client’s organizational structure, key executives, clients’ goals and objectives and contract provisions. The CEE is also expected to be knowledgeable of SKYGEN’S products and services and how they relate to solving client business issues. The CEE is accountable to collaborate with all business units and functions to:

Deliver the highest levels of client satisfaction.
• Build and strengthen executive level client relationships.
• Develop processes and procedures and oversee the work necessary to ensure that client needs and priorities are understood and effectively communicated, and that client issues are timely and satisfactorily resolved.
• Establish and oversee the execution of plans to profitably grow client share and achieve client strategy for assigned client groups. Drive upsell opportunities within the current client base.

• Retain client business.

• Accountable for ensuring client contract amendments and renewals are completed timely and accurately.
  • Position SKYGEN USA as a strategic business partner and innovative problem solver.

What will YOU be working on?
• Direct and provide leadership to the Client Experience Team to ensure the overall success of client relationships through, among other things, the effective achievement of contract requirements and organizational goals.
• Drive and improve client satisfaction
o Ensure timely and effective communication of client needs and priorities, as well as the timely and satisfactory resolution of client issues.
o Oversee response for Corrective Action Plans (CAPs) and audits. Serve as escalation point on client-related issues.
o Oversee the development of and ensure execution of processes and procedures for:
 Receiving, evaluating, communicating, and delivering on client requests.
 Logging, tracking, and resolving client issues.
 Collecting, consolidating and timely communicating Quarterly Business Reports to all clients.
 Conducting, analyzing, and communicating the results of client satisfaction surveys.
• Profitably grow customer share by driving Bookings related to renewals, new products, services and markets
o Oversee the account planning process, including:
 Assessing the gap between the services being provided, in each market, and the client’s overall need or desire for additional services in existing and/or additional markets. Develop and execute plans to expand the services provided to clients.
 Identify cross-selling opportunities.
 Effectively and proactively managing and negotiating client contract renewals and upsells.
• Responsible to achieve price realization on contract renewals.
 Lead annual and quarterly account planning process.
 Lead annual and quarterly account strategy meetings.
 Achieve or exceed annual revenue and earnings goals.
o Provide/manage information for RFPs, RFIs and lead/oversee the sales process for assigned client groups.
• Identify, nurture and actively develop references from among clients to assist in sales process.
• Provide feedback and participate in internal discussions regarding process improvements and system software upgrades.
• Oversee annual performance management and team development activities.

What qualifications do YOU need to have to be GOOD candidate?
• Bachelor’s degree in Business, Health Care or other related field is required.
• 10 to 15 years of experience in a customer facing role with experience interacting with customer executives and managing teams.
• Strategic account management and strong people management skills are required.
• Proven ability in successfully leading high profile strategic initiatives, complex projects, with competing priorities and deadlines.
• Ability to consistently achieve annual revenue growth targets for clients.

What qualifications do YOU need to have to be a GREAT candidate?

• MBA preferred.

• Prior senior leadership experience in the healthcare or managed care industry.

The salary range is listed for your reference. Please keep in mind that your education and experience along with your knowledge, skills and abilities are taken into consideration when determining placement within the range.