Sr. Client Manager

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 Senior, Client Manager is primarily responsible for accounting service and relationship management of multiple accounts. The Senior, Client Manager will have a proven ability to form relationships with client stakeholders at varying levels within an organization, and the client’s consultant, if applicable. 

The position requires an individual who can balance client support, strategic influence, and mobilize and motivate internal resources to resolve client issues. The Senior, Client Manager will develop and support retention strategies for an assigned client base; retention responsibilities include contract renewal and product expansion. This individual must be comfortable with quota. 

Responsibilities also include utilization support strategies such as benefit design and member communication strategies, including identification of client capabilities. The Senior, Client Manager is responsible for conveying the value Teladoc brings in terms of ROI, cost avoidance, population health management, and employee wellness to the client, and the client’s consultant, if applicable. 

The Senior, Client Manager is also responsible for daily management of client needs, coordination and management of projects, maintenance of client relationships, and upselling of Teladoc products into existing their client base.  

Essential Duties and Responsibilities

• Relationship Management 

  • Act as primary client interface: manage accounts, meet with clients, review results, ensure client satisfaction with Teladoc 

  • Perform account review calls and face-to-face meetings to review value creation, reporting, additional training needs, project status, outstanding issues, and opportunities to integrate additional Teladoc services 

  • Coordinate client administrative details with Operations, Finance, Legal, and IT 

  • Cultivate and maintain positive relationships with clients 

  • Ensure clients experience prompt and professional issue resolution 

  • Manage internal and external stakeholders to maximize both retention and growth 

  • Develop strategies to align client goals with Teladoc plan goals  

  • Work with all functional areas to resolve client inquiries/problems/complaints in a timely manner 

  • Develop 12-month client communication plans to drive utilization 

  • Facilitate discussions to evaluate client satisfaction and performance against key metrics 

  • Develop knowledge and actively seek current information about client’s organizational structure, products, services, and markets serviced 

  • Manage the creation, distribution, and review of client reporting 

  • Evaluate, approve, and manage special projects/requests, including but not limited to, determining feasibility of request, resource utilization, and ownership of project completion  

  • Work closely with Sales to manage client needs and expectations 

  • Provide internal management information to assist in the updating of monthly forecasts and billing  

  • Use Salesforce database to log activities and sales opportunity management 

  • Develop client relationships to support clients use for reference, speaker, and media requests 

•  Revenue Generation 

  • Maintain satisfied clients through consistent client support 

  • Direct renewal activities for assigned accounts 

  • Learn Teladoc product offerings and value propositions 

  • Expand product offering or population covered to meet yearly sales quota

Qualifications Expected for Position

• Minimum 5 years of experience in health care Client Management and/or health care sales

• Undergraduate degree preferred

• Ability to excel in a metrics driven environment

• Demonstrated relationship building & problem-solving skills 

• Demonstrated communication skills 

• Demonstrated analysis and organization skills, including experience managing data and metrics for client success

• Proven sales record 

• Demonstrated ability to meet deadlines 

• Curiosity and the desire to learn new things 

• Experience working on multiple projects, defining tasks, and assigning priority levels with minimal