Client Success Executive

Lantern

7d•Remote

About The Position

The Client Success Team is looking for a Client Success Executive responsible for the short- and long-term success of our largest client relationships. CS Executives are responsible for developing and executing strategic plans for client accounts and maximizing the value of the Lantern partnership. The ideal candidate will have a background in strategic client relationship management and sales, with demonstrated success in partnering with clients to achieve their goals and in retaining and growing our relationship with them. This position requires creative out-of-the-box thinking, a problem-solving and results oriented mindset, and the ability to transform data into actionable insights for clients. Successful Executives are entrepreneurial, excellent communicators, have a growth-minded, and are goal-oriented relationship builders.

Requirements

Bachelor’s degree required.
Extensive experience in healthcare industry, focus on self-funded benefits industry required.
5+ years of job-related experience in a strategic account management role within the human capital, healthcare or benefits industry required.
Ability to engage interpersonally with all levels within an organization, including C-suite.
Process-driven and strong analytical skills and insights.
Strong leadership and influence management skills, ability to motivate Client Success Managers to support client portfolios.
Ability to thrive in a matrixed organizational structure.
Motivated team player with a positive collaborative attitude.
Ability to work in fast-paced, start-up like environment.
Excellent verbal and written communication skills.
High energy Level, willing to contribute to establishing a world class corporate culture.

Nice To Haves

Healthcare start-up experience strongly preferred (point solution, navigation, disease management).
Direct experience handling portfolios consisting of multiple Fortune 500 and/or large public Sector Clients preferred.

Responsibilities

Successfully manage the overall relationship with the client and all stakeholders.
Develop service strategy to ensure renewal and growth of client accounts and retention of members for assigned accounts.
Develop plans to increase client revenue and profitability through better utilization of network, pricing strategies, and communication of new and enhanced offerings.
Ensure both company and client objectives, expectations and goals are being met.
Exercise judgement in handling client discussions, escalations and issue resolution.
Demonstrate proactive ability to diagnose and fix root cause drivers of service and/or delivery problems.
Develop and manage strategic plans in the most proactive and strategic manner possible and find new and innovative ways to show clients the value of the products and services purchased.
Proactively identify potential service issues and takes steps to resolve identified issues.
Lead and mentor account managers to resolve simple and complex issues as well as develop solutions proactively.
Successfully onboard new clients in a manner that sets them up for continued success.
Conduct professional and productive in-person meetings with clients.
Willingness to travel up to 20% of the time to clients, Lantern headquarters (Dallas) and appropriate industry events.