EAP Client Success Account Manager (IC)

CVS Health • Raleigh, NC

11d

About The Position

At CVS Health, we’re building a world of health around every consumer and surrounding ourselves with dedicated colleagues who are passionate about transforming health care. As the nation’s leading health solutions company, we reach millions of Americans through our local presence, digital channels and more than 300,000 purpose-driven colleagues – caring for people where, when and how they choose in a way that is uniquely more connected, more convenient and more compassionate. And we do it all with heart, each and every day. Hiring preference given to candidates residing in Florida or eastern time zone. POSITION SUMMARY At Aetna Mental Well-Being we are leading the industry in transforming mental well-being to deliver holistic end-to-end solutions that help consumers achieve their best health and be their best selves. We are seeking a highly motivated Account Management professional to support Aetna Mental Well-being and Resources for Living EAP product. The position requires a background in client relationship management, business acumen in managing financial negotiations, and a growth and retention mindset. The primary success metrics for this role will be client retention, customer satisfaction, and profitable growth.

Requirements

• Minimum 5 years’ client engagement and program success experience.
• Background in healthcare industry, preferably Behavioral Health/ Employee Assistance Programs (EAP).
• Work experience in a defined client success/ account management role.
• Superior written, verbal and interpersonal communication skills.
• Track record of effective time-management and prioritization, and effective delegation of deliverables.
• Demonstrated success in consultative relationship management with larger, national sized accounts as evidenced by retention and growth.
• Leveraging analytics to guide account strategy, monitor performance metrics and KPIs, and proficient use of tools (Salesforce, Tableau, Power BI, or advanced CRM reporting).
• Ability to critically think in high-pressure environments to resolve disputes and negotiate successful outcomes.
• Demonstrated strength in strategic plan development and execution.
• Strong financial acumen and negotiating skills.

Nice To Haves

• Demonstrated proficiency in Microsoft Office Suite (Excel, Word, PowerPoint, Teams, Outlook).
• Executive presence and strong presentation skills
• Strong attention to detail, with a process and solution-oriented mindset.

Responsibilities

• Relationship management in building trust and rapport with primarily larger, national-sized clients.
• Delivery of superior client service by understanding client needs and business goals, managing expectations, resolving concerns/ escalations, and strong negotiating skills.
• Leverages a data driven and analytics-based mindset to develop and effectively execute retention, growth and forecasting strategies.
• Strong product knowledge of client offerings and awareness of market trends and competitor landscape.
• Develops productive and collaborative internal partnerships to create a comprehensive growth and service strategy.
• Consistently demonstrates Aetna Mental Wellbeing’s value proposition and aligns it to clients defined success metrics and objectives.
• Proactively identifies cross-sell opportunities and ensures profitable revenue and growth to Aetna.
• Owns the customer lifecycle – from implementation to engagement strategies and contract renewals.
• Strong consultative and innovative approach to account management in supporting our clients.
• Works cross-functionally to provide voice of customer feedback and process improvement suggestions.
• Leads monthly, quarterly and annual performance reviews with a data driven approach to actionable insights and strategy.
• Implements, monitors and effectively communicates performance metrics and aligns assigned performance measures with client objectives.
• Uses sound judgement and seeks appropriate input from leaders and subject matter experts to inform decision-making.
• Engages in stretch assignments to serve on committees and workgroups to benefit our business.
• Serves as a mentor for junior colleagues.
• Candidate should have demonstrated success in creating innovative solutions, a successful track record in breaking through barriers with a positive attitude, and a strong understanding of data analytics.

Benefits

• Affordable medical plan options, a 401(k) plan (including matching company contributions), and an employee stock purchase plan.
• No-cost programs for all colleagues including wellness screenings, tobacco cessation and weight management programs, confidential counseling and financial coaching.
• Benefit solutions that address the different needs and preferences of our colleagues including paid time off, flexible work schedules, family leave, dependent care resources, colleague assistance programs, tuition assistance, retiree medical access and many other benefits depending on eligibility.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 5,001-10,000 employees