Client Executive

Teladoc Health is a global, whole person care company made up of a diverse community of people dedicated to transforming the healthcare experience. As an employee, you’re empowered to show up every day as your most authentic self and be a part of something bigger – thriving both personally and professionally. Together, let’s empower people everywhere to live their healthiest lives.

Summary of Position

The Client Executive is responsible for all strategic and functional management of client relationship(s).  In this role you will, develop executive level relationships with employer accounts and Telehealth Health, Product, Clinical, Sales, and Account teams. You will lead successful implementations, servicing, utilization support, and upselling.  You will also, drives business partner solutions, product strategy, and revenue growth.   

The Client Executive will act as a consultative and strategic account leader which includes developing retention strategies, contract renewal, product expansion, and new market development.  In this role, you will be responsible for measuring and relaying impact and value, including ROI, cost avoidance, population health management, and member wellness, as well as overall client satisfaction.

The Client Executive mobilizes and motivates internal resources to resolve client issues, streamline processes, and maximize profit. In this role you will work closely with various stakeholders, including Marketing leadership to drive utilization within various lines of business within the employer organization.  

Essential Duties and Responsibilities

• Manage all client touchpoints and maintain retention targets, including annual renewals, key relationship changes, upsell opportunities, and fee renegotiation
• Exhibit thought leadership and deep understanding of the client landscape, including telehealth strategies, engagement, utilization, client requirements, market drivers, and buying cycles
• Perform remote and on-site account review meetings and conduct regular calls to communicate value creation, reporting, project status, outstanding issues, and opportunities to integrate additional Teladoc Health services
• Coordinate strategy and issue resolution with Finance, Operations, Professional Services, Legal, Product, and IT.
• Develop deep knowledge and actively seek current information about client’s organizational goals, structure, products, services, and markets.
• Provide internal management information to assist in the updating of regular forecast reporting and billing.
• Cultivate and maintain positive relationships with clients
• Ensure clients experience prompt and professional issue resolution
• Develop relationships with client leadership to support clients use for reference, speaker, and media requests
• Develop and communicate key performance metrics with Teladoc leadership
• Develop strategies to align client goals with Teladoc Health plan goals
• Facilitate discussions to evaluate client satisfaction and performance against key metrics
• Manage the creation, distribution, and review of client reporting
• Use Salesforce database to log activities and sales opportunity management
• Demonstrate capacity to manage changing priorities and ambiguity while remaining calm and controlled
• Identify growth opportunities across portfolio via additional integration, product features and marketing strategies, and upselling services to meet annual revenue targets
• Direct renewal activities and collaborate with sales teams as appropriate
• Drive increased utilization across all clients
• Learn Teladoc product offerings and value propositions
• Exhibit and develop strategic account management skills
• Dedicated to the success of team and peers, and demonstrate willingness to train/mentor
• Demonstrate a strong ability to work in cross-functional teams
• Drive performance to meet team and company goals
• Use company systems such as Salesforce, Tableau, BI Tools

Qualifications Expected for Position

• 8+ years of experience in a health plan client management and/or sales focused role
• Undergraduate degree preferred
• Proficiency in MS Word, Excel, PowerPoint, Salesforce
• Strategic thinking demonstrated by creative ideas and actions
• Exceptional relationship building & problem-solving skills
• Demonstrated communication skills
• Team oriented, detail and process driven
• Demonstrated ability to work on multiple projects, define tasks, and assign priority levels with minimal supervision
• Demonstrated ability to understand data and key metrics for client success
• Ability to build internal relationships to support client