Essential Job Duties
- Responsible for the ongoing health of client relationships while building and maintaining strong, long-lasting client relationships
- Offers on-site guidance for the customer, as required
- Develop trusted advisor relationships with key accounts, customer stakeholders and executive sponsors
- Ensure the timely and successful delivery of our solutions according to customer needs and objectives
- Develop new business with existing clients and/or identify areas of improvement to meet sales quotas
- Prepare reports on account status
- Collaborate with sales team to identify and grow opportunities within territory
- Assist with challenging client requests or issue escalations as needed
- Address gaps in implementation, services, support and/or client needs
- Work with clients to ensure benefits realization and proactively promotes new solutions
- Ensure client retention through delivery of exceptional service and support
- Track and measure ongoing client activities to optimize performance
- Serve our customers at all hierarchical levels
- Monitor the market in regard to new product opportunities and generate analyses and concepts and if needed develop new “go to market” strategies.
- Have strong management skills and regular contact with customers in order to recognize customer needs in a timely manner.
- Meet & exceed the agreed-upon customer satisfaction goals
- Maintain weekly communication with assigned clients and document health of clients in weekly status reporting and quarterly client reviews
- Maintain technical understanding and competency in the software features being delivered
Other Job Duties
- Other duties as assigned by supervisor or HHAeXchange leader
Travel Requirements
- Travel 25-50%, including overnight travel
Required Education, Experience, Certifications and Skills
- 5-7+ years of client service experience
- Bachelor’s degree or equivalent experience, post graduate a plus
- Strong knowledge of the healthcare industry
- Experience with Medicaid Agencies and Home Health Care preferred
- Understanding of value based care and benefits realization approaches
- Excellent written and verbal skills
- A savvy relationship manager who’s passionate about helping payers and Medicaid Agencies and creatively solving problems
- Keep cool under pressure and can comfortably handle conflict resolution scenarios in person, over the phone, and through email
- Strong communication skills, a positive attitude, and a friendly and professional approach to customers
- Passion for customer satisfaction with a great desire to succeed
- Negotiation skills at all management levels as well as a high measure of authority in critical situations and an ability to work independently
- Quick learner who thrives in a dynamic and fast-paced environment under minimal supervision
- Resides in Austin, Texas to regularly visit clients in the surrounding area.
HHAeXchange is an equal opportunity employer. The Company offers employment opportunities to all applicants and employees without regard to race, color, religion, national origin, sex, sexual orientation, gender identity or expression, age, disability, medical condition, marital status, veteran status, citizenship, genetic information, hairstyles, or any other status protected by local or federal law.