Sr Client Advisor

Sr Client Advisor

Sr Client Advisor



Job ID: 2012-9644
Job Location: US-

Posted Date: 12/20/2012
Category: Client Services
More information about this job:
Overview:

WebMD’s Health Services business, enables employers and health plans to provide their employees and plan members with access to personalized health and benefit information, decision support technology that helps them make informed benefit, provider and treatment choices and provides telephonic health coaching services.

WebMD is an Equal Opportunity Employer
Responsibilities:

This person is the long term, day-to-day, trusted advisor for the client after initial launch. Overall, this person is accountable for building a healthy relationship with the client that ultimately produces high client satisfaction through support of the defined account strategy, and by ensuring that the client is deriving value from the solutions and services. A primary goal of this role is to help lay the ground work for up-sells and renewals. This person acts as the guide to internal teams to ensure moving parts are coordinated and operating according to client expectations and objectives. This person thinks like the client and can be the client voice to all internal teams. A proactive and consultative approach is a key to this role – anticipate client views and provide information in a language that the client will understand. The person in this role must remain open-minded and entertain client requests where it makes sense or guide them to a more productive path to meet the goals of their request. Over time, the person in this role must have an increased depth of knowledge and understanding of WHS products and services and health and wellness administration.

Responsibilities:
1. Participate in implementation meetings as much as possible to ensure understanding of solution for post launch client care; provide input on major decisions and risks to long-term relationship
2. Participate in formal, internal post launch transition meeting from implementation lead
3. Participate in external transition meeting with client as a formal handoff
4. Schedule meetings as appropriate, develop agenda and lead meetings, maintain tracking log of open items and document meeting notes
5. Assist in the development of the account strategy with CAE/CSD or develop account strategy with Market Manager if no CAE/CSD present
6. Guide internal teams so that all moving parts are coordinated and operating according to client objectives and expectations
7. Manage account/project budget as applicable
8. Maintain Salesforce – products implemented, launch dates, work orders
9. Create work orders and work with CAE/CSD on appropriate pricing/signature
10. Ensure high quality of deliverables and high levels of client satisfaction throughout the relationship
11. Provide weekly status on all accounts to Market Manager
12. Coordinate activities with client third-party vendors in support of client programs and integration of WHS solutions
13. Document client history and produce case studies
14. Analyze and interpret reports and supporting information to provide client program intelligence and to assist the sales account execs (SLAs, ROIs, results of programs implemented, etc.)
15. Key contributor and attendee to quarterly client meetings (main contributor if no CAE/CSD)
16. Initiate the process to engage technical staff to resolve client technical issues and change requests; track and manage progress to resolution
17. Build and maintain a core knowledge of WebMD products and services, and associated platforms/systems
18. Learn and understand what other clients are doing and share appropriate information with client
19. Educate client about new products and services and about core release items that may affect client or that may be a good fit for client
20. Understand client business needs and be able to translate needs to internal teams
21. Identify and support process improvement and service model design efforts
22. Liaison to Legal
Qualifications:

Required

Education: BA/BS degree or equivalent work experience

Experience:
* 3+ years direct work experience in account management, or similar field, in a client-facing capacity
* 2+ years delivering web-based client solutions such as healthcare information, health & wellness programs/administration, benefits enrollment, or other online products and services.
* Demonstrated ability to successfully manage multiple relationships with multiple customer stakeholders in a dynamic environment
* Business and technology services experience
* Professional presence and technical credibility to interact with senior-level customer contacts
Skills & Certification:
* Proficient in Excel, Word, PowerPoint
* Superior communication skills
* Ability to identify and assess risks and internal operations
* Experience developing and delivering PowerPoint presentations to convey key messages
* Ability to communicate and work with senior-level customer stakeholders with differing views and approaches
* Strong analytic skills
* Critical thinking and problem solving skills
* Planning, organizing and decision-making
* Team collaboration
* Negotiation and conflict management
* Adaptability
* Stress tolerance
* Willingness to travel up to 30%

Desired
* MBA or MPH
* Familiarity with wellness, disease management and health and benefits administration
* Prior accountabilities in 2 or more of the following areas: P&L, best practices, implementation, project management, consulting or business development in the healthcare environment
* Significant professional experience in a high-growth and entrepreneurial environment
* Proven experience and background in people management, strategic planning, risk management, and change management
* Commitment to service excellence
* Overall understanding of how different internal organizational functions operate together and of each function’s role in delivery to client
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