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Form of workJOB SUMMARY
The Strategic Account Advisor serves as a trusted partner and advocate by assisting clients in the optimal use of Empyrean’s products and/or services with the goal of creating increased value and long-term client retention. This individual understands the strategic, technical, and business challenges of the client and analyzes competitor activities to assess any threats to long-term client retention. S/he ensures the immediate service team and broader organization understands how to provide the highest-level service and greater value for the client. The Strategic Account Advisor identifies opportunities to increase the adoption of products and services, supports strategic sales, and focuses on client retention.
The Strategic Account Advisor is part of the broader Client Experience Team (CXT) and is expected to collaborate with other functions within CXT to Deliver a consistent client journey that drives long-term relationships through our commitment to transparency, active two-way dialogue, and a service-first approach.
ESSENTIAL DUTIES AND RESPONSIBILITIES
- Primary accountability for creating and executing a client management model/account plan that is replicable across clients to meet annual revenue and long-term client retention goals
- Work cross-functionally to execute on individual client strategies
- Identify opportunities for adding greater value
- Establish a trusted advisor role with clients and develop a clear understanding of the client’s short and long-term strategy through listening and targeted questioning. Understands how Empyrean is positioned relative to the client’s strategy
- Serves as the lead “consultant”/ on assigned clients
- Become knowledgeable in Empyrean’s products and service offerings such that s/he can create appropriate solutions that proactively align with client strategy and expressed client needs
- Create awareness regarding current products and available solutions as well as those on the roadmap
- Drive customer adoption by driving initiatives designed to add business value and education on product capabilities
- Develop qualified references by establishing credibility and responsiveness with aligned clients. Ensure clients receive appropriate acknowledgement for providing references
- Coordinate with the broader Empyrean team to identify, develop and close strategic sales opportunities
- Identify opportunities to cross-sell new products and services
- Develop and maintain strong relationships with internal and external resources to maximize product/service penetration
- Identify, prioritize, and resolve client issues/concerns; coordinate with appropriate internal departments to provide response and/or solutions
- Coach and mentor internal team resources to ensure effective execution of client strategies, improved client management, and overall skill development
- Understand, analyze, interpret, and incorporate qualitative and quantitative data from an array of sources to provide thought leadership and market recommendations internally and externally.
- Contribute to the development of new products, services, tools, and best practices
- Participate on cross-functional teams to discuss aligned clients and look for trends or commonalities. Ensure best interests of both clients and Empyrean are being fairly and objectively represented
- Perform other job-related duties as assigned
REQUIRED SKILLS AND ABILITIES
- Executive presence with polished and well developed written and verbal communication skills
- Demonstrated ability to build and maintain long-term collaborative and trusting relationships internally and with clients
- Proven ability to recognize and anticipate/diagnose needs/issues, work in teams and leverage the resources of other groups to address client needs/challenges
- Ability to balance competing priorities
- Comfortable analyzing and using data to make decisions
- Ability to flourish in a fluid, evolving growth company
- Ability to use appropriate interpersonal styles and methods to influence internal and external clients
- Demonstrates concern for meeting internal and external client needs in a manner that provides satisfaction and value/results for the client
- Demonstrated ability to build and maintain long-term collaborative and trusting relationships internally and with clients
KNOWLEDGE, EXPERIENCE AND/OR EDUCATION REQUIREMENTS
- 10+ years of experience in benefits administration, consulting, or related field
- Demonstrated depth and current knowledge of the dynamics of group health and group benefits plan design, strategy, and delivery including broader marketplace trends, and legislation
- Possesses working knowledge of and experience with multi-service benefits and administration (defined benefit, defined contribution, HR)
- Demonstrated experience in using and demonstrating technology-based solutions
- Proven experience in managing multiple clients, people, project and deliverables on time and within budget
Disclaimer: Managers have the right to assign or redesign the responsibilities of the above-mentioned job description without notice and at any time
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