Vp, Client Success

Why is Health Advocate a great place to work? For starters, Health Advocate employees enjoy helping people every single day. Employees are given the training they need to do their jobs well, and they work with supervisors and staff who are supportive and friendly. Employees have room to grow, and many of Health Advocate’s supervisors are promoted from within the company. Join our award winning team!

2023 Awards:

• National Customer Service Association All-Stars Award: Service Organization of the Year.
• Stevie® Awards for Sales & Customer Service: Customer Service Department of the Year - Healthcare, Pharmaceuticals, and Related Industries, Bronze Winner

Role Definition
We are seeking a highly motivated and results-driven individual to join our Health Advocate Executive Leadership team as VP, Client Success.
Reporting to the Chief Revenue Officer, you are responsible for both retention and growth of all current client business. Your primary objective is to drive organic growth among our portfolio of clients. You will build an industry leading Client Success organization, with a passionate emphasis on realization of client value, retention of clients and driving incremental revenue. You will partner with senior leaders across the organization to ensure client growth and retention objectives are achieved.
Primary Job Responsibilities
Your primary responsibility is to drive industry leading profitable growth from existing clients by building and maintaining satisfied client relationships that derive significant value from our services. In this context, success includes leading the Client Success team to achieve:
1) Client Satisfaction: Ensure clients achieve value from our programs through improved utilization, employee engagement in support of improved health outcomes, and success of relevant client initiatives. Satisfaction with Health Advocate services and overall satisfaction with the relationship are also critical success factors for this role.
2) Client Retention: Retain clients including all service lines, total population served, and margin.
3) Client Revenue Growth: Grow the organic revenue of existing clients by building and inspiring a consultative Client Success team that is focused on driving revenue growth through delivering additional value to the client in the form of additional products and services that are well matched to the client’s needs.

Key Leadership Focus Areas

• Strategy: Develop and implement a strategy for cultivating close, growing, and loyal relationships across the client base. Contribute to Health Advocate’s understanding of market trends and competitive insights. This includes leveraging our regular client-facing interactions, probing to understand competitor activity, and identifying new opportunities.
• Revenue Retention and Growth: Establish revenue retention and growth targets for the Client Success team and implement specific strategies to achieve these targets. Create a proactive client retention strategy that maximizes client revenue. This includes setting portfolio revenue growth targets for each Client Success team member, assigning accounts, identifying potential new revenue streams, identifying potential areas of client dissatisfaction, including quality of service issues, gaps in expected value received, and low utilization, and pro-actively addressing them.
• Leadership: Ensure the team develops trusted and referenceable client relationships recognizing the client’s unique business and needs, enables successful application of service offerings and capabilities, communicates the value of our service to the client, and identifies opportunities for the client to further benefit from both purchase services as well as other services available to them from Health Advocate.
• Team Culture: Create culture, structure and support to manage client accounts including utilization, client satisfaction and other key performance indicators. Create environment where Client Success Advocates on the team act as lead point of contact for their clients and address concerns promptly and effectively in coordination with other teams.
• Ideation: Identify opportunities, based on regular client dialogue, for new service offerings and enhancements that will help drive Client Success and strengthen value perception. Create mechanisms for collecting ongoing feedback from clients and collaborating with the product team on that feedback.
• Management: Manage a high-performing team of Client Success Advocates responsible for both the retention and growth of a multi-million dollar portfolio of clients.

o Teamwork: Ensure smooth hand-offs of client responsibilities from the Business Development team to the Client Success team and foster a strong partnership with Operations teams responsible for successful onboarding as well as with Client Success team and other Centers of Excellence to ensure overall Client Success.
o Training and Development: Develop and implement training programs for the Client Success team in consultative selling, understanding Health Advocate’s full suite of service offerings and capabilities, Salesforce, Microsoft Office Suite, and other tools necessary to perform their work function, and other skills necessary for ensuring the team has the skills and knowledge needed to succeed.
o Sales Enablement: Ensure that the Client Success team has the tools, resources, and support they need to succeed. This includes ongoing coaching, technology support, and easy access to customer-relevant data, insights and marketing materials.
o People: Partner with the Director of Human Resources to identify and recruit the right talent to deliver the team’s objectives, create appealing roles and career paths, and grow the skills and capabilities of Client Success Advocates.

o Performance Measurement and Optimization: Measure and optimize the performance of the team. This includes setting expectations for regular client contact, facilitating face-to-face meetings, developing KPIs including leading indicators to predict clients at risk, tracking performance against those KPIs, and adjusting as needed.

• Company Culture: As a key member of our Executive Leadership Team, the VP, Client Success plays a significant role in defining and promulgating a winning culture; one that supports and inspires excellence, compassion, agility and competitiveness in all that we do. Beyond this enterprise-wide contribution, you are responsible for creating a culture of customer-centricity and a growth mindset throughout their team. This includes setting clear expectations, recognizing achievements, and fostering a positive and inclusive work environment where individual talents are given opportunity to contribute at the highest level, and where teamwork and mutual support are encouraged.

Mental and Physical Requirements

• This position is remote (work from home) by design, but travel up to 25% is required on a regular basis: a) to our Headquarters office (Plymouth Meeting, PA) to meet with clients, team members and your executive management team colleagues; and b) to client and partner locations across the country.
• Essential physical functions of the job include speaking, typing, leading, and participating in online virtual meetings, and regularly conducting phone calls and individual meetings.
• Essential mental functions of this position include both focused concentration, managing multiple initiatives, and persistence and endurance.

Related Duties as Assigned
The company is nimble and innovative; special projects (often with compressed timelines) and additional duties may be required to support the growth of the business. As a direct report to the CRO and as a key leader, you are expected to both initiate and respond to new opportunities as they arise.
Please note that reasonable accommodations may be made to enable individuals with disabilities to perform the functions outlined above. Please contact our HR team at HR@healthadvocate.com, to request a review of any such accommodations.
Qualifications

Education

• Bachelor’s degree required. A Master’s degree or other advanced degree in a relevant discipline is a plus.

Required Experience

• Proven experience and track-record of performance in a sales, marketing, or customer service leadership role with a minimum 5 years in a management or leadership position required.
• Strong knowledge and understanding of data and analytics concepts, tools, and methodologies.
• Strong knowledge of and experience with sales enablement tools and technologies.
• Excellent communication and interpersonal skills, with the ability to build rapport and establish trust with customers.
• Excellence in people leadership and development.
• Strong financial discipline and experience in managing a department budget.
• Demonstrated ability to collaborate effectively with all functional areas, at all levels.
• Self-motivated and results-driven, with the ability to work independently and collaboratively in a fast-paced environment.
• Strong analytical and problem-solving skills, with the ability to understand customer needs, uncover hidden or emerging opportunities, and translate insights into compelling solutions.
• Proficiency in public speaking.
• Willingness to travel as needed to meet with customers and attend industry events.

Preferred Experience

• Health benefits industry knowledge/experience with either consultant/broker firms, benefits management, corporate healthcare benefits, health insurance/payers, or healthcare service providers.
• Strong network of industry contacts and record of active participation in industry associations/events a bonus.

Salary and Benefits Information:
Annual salary $200,000-300,000 with an additional performance bonus of 25%
We offer a competitive compensation package, including a base salary, bonus, 401k match, and benefits. Additionally, you have access to all of the services of Health Advocate including Health Advocacy & Navigation, Wellness Coaching, 24/7 Nurseline, Mental Health Counseling, Financial Wellness, and Quality Connect Provider Match for you and your covered dependents. This is an exciting opportunity to join a dynamic team and contribute to the growth of our business. If you have a passion for growth, leadership, and the health & wellness services business, we would love to hear from you!
Please note that this job description is intended to provide a general overview of the position and does not include an exhaustive list of all responsibilities, skills, or qualifications associated with the role.
Company Overview
Health Advocate is the nation’s leading provider of health advocacy, navigation, well-being and integrated benefits programs. For 20 years, Health Advocate has provided expert support to help our members navigate the complexities of healthcare and achieve the best possible health and well-being. Our solutions leverage a unique combination of best-in-class, personalized support with powerful predictive data analytics and a proprietary technology platform to address nearly every clinical, administrative, wellness or behavioral health need. Whether facing common issues or an unprecedented challenge like COVID-19, our team of highly trained, compassionate experts work together to go above and beyond expectations, making healthcare easier for our members and ensuring they get the care they need.
Learn more
Health Advocate
https://www.healthadvocate.com/site/
Awards:

2023:

• National Customer Service Association All-Stars Award: Service Organization of the Year.
• Stevie® Awards for Sales & Customer Service: Customer Service Department of the Year – Healthcare, Pharmaceuticals, and Related Industries, Bronze Winner

2022:

• Stevie® Awards for Sales & Customer Service: Customer Service Department of the Year – Healthcare, Pharmaceuticals, and Related Industries, Bronze Winner
• Excellence in Customer Service Awards: Organization of the Year (Small)
• Best in Biz Awards: Most Customer-Friendly Company of the Year – Medium and large category (Silver)

2021:

• Stevie® Awards for Sales & Customer Service: Customer Service Department of the Year – Healthcare, Pharmaceuticals, and Related Industries, Silver Winner
• Stevie® Awards for Sales & Customer Service: Most Valuable Response by a Customer Service Team (COVID-19). Bronze Winner
• Best in Biz Awards: Most Customer-Friendly Company of the Year – Medium and large category (Silver)

2020:

• National Customer Service Association All-Stars Award: Organizations of 100 or Greater, Runner-Up
• Communicator Award of Distinction: October 2019 Broker News
• MarCom Awards: Gold, COVID Staycation Ideas brochure
• MarCom Awards: Platinum, 2021 Well-being Calendar
• Best in Biz Awards: Most Customer-Friendly Company of the Year - Medium category (Silver)

Health Advocate is an Equal Opportunity Employer that does not discriminate on the basis of race, color, sex, age, religion, national origin, citizenship status, military service and veteran status, physical or mental disability, or any other factor not related to job requirements. We respect and value diversity, and are committed to the principles of Equal Employment Opportunity.
VEVRAA Federal Contractor requesting appropriate employment service delivery systems, such as state workforce agencies and local employment delivery systems, to provide priority referrals of protected veterans.

Please refer the Job description for details