Vice President, Client Engagement

Summary

Join EnableComp as their VP, Client Engagement and cultivate strong, lasting relationships with clients. Partner with outside sales executives to interact with customers at an executive level, acting as an extension of the client. Communicate expectations to internal departments, exceed customer expectations, and increase market share. Deliver exceptional client service and ensure product and service success. Manage key performance indicators (KPIs), including Net Promoter Score (NPS) and client retention. Collaborate with internal teams to develop and implement client-specific strategies.

Requirements

• Bachelor’s Degree in Business, Sales/Marketing or other related field of study is required
• Must have 7-10 years demonstrated experience in account management in the healthcare technology industry, namely engaging hospital revenue cycle management
• Minimum of 3-5 years of experience in cross-selling or white-space selling, with a proven track record of identifying and capitalizing on untapped opportunities within existing client accounts
• Equivalent combination of education and experience will be considered
• Must have strong computer proficiency and understand how to use basic office applications, including MS Office (Word, Excel, and Outlook)
• Regular and predictable attendance

Responsibilities

• Act as an “ambassador” for a fast-paced, detail-oriented supportive team by facilitating friendly, courteous, efficient, and well-presented service to all clients
• Manage certain KPI metrics visible to the EnableComp ELT team and Board of Directors, including NPS scoring and client retention goals
• Use a consultative approach to best serve each client to ensure we are delivering the right services at the right time to meet each client’s needs
• Review, understand and track each client’s performance goals and meet regularly with our clients to review their status and progress with an emphasis on highlighting EnableComp’s value proposition and ROI across product lines
• Ensure EnableComp’s monthly and quarterly reporting packages are generated and delivered to clients timely, and that they consistently reflect the pertinent EnableComp metrics and benchmarks
• Collaborate with internal teams to develop and implement client-specific strategies and action plans for communication, resolution of open internal/external items and maximization of current and future revenue, including the identification of cross-sell opportunities
• Schedule and attend regular client meetings or conference calls to discuss current status and reports and ensure the necessary EnableComp team members contribute appropriately for the meetings
• Develop agendas and other presentation materials, create meeting summaries and generate meeting deliverables
• Assist Implementation with the roll out of any process update/rollout initiatives and manage the client deliverables post-implementation
• Manage and control client obligations, maintaining a high level of customer satisfaction at all levels of the organization
• Identify cross-sell opportunities within the assigned client base, escalating to the assigned outside sales executive for applicable territory/client. Escalates to Sales Executive when needed
• Participate in internal client account review meetings (e.g., Green Zone, Red Zone, Risk, etc.)
• Direct EnableComp’s Managed Care initiatives and ensure clients are made aware of upcoming fee schedule changes and subsequential reimbursement impacts
• Along with the Director of Managed Care, work with key client contacts to understand and (where possible) proactively impact legislative changes in the areas of Complex Claims
• Develop and lead the Client Engagement and Managed Care teams to execute on established key performance indicators
• Use of independent judgment and discretion as it relates to responsibilities detailed above
• Other duties as required

Preferred Qualifications

• Experience with claims billing and IT/EDI systems preferred
• Experience with CRM software (e.g. Salesforce.com)
• Effective polished professional presentation skills for developing/communicating analytics, results and ROI to all stakeholders
• Strong passion for serving the needs and expectations of the client
• Must be a self-starter and able to work independently as well as partner and collaborate with internal departments and leaders
• Excellent written and oral communication skills to communicate with internal stakeholders and external clients
• Demonstrated experience managing stressful situations effectively through difficult conversations, communicating obstacles, challenges and developing action plans to present to management
• Demonstrates a consultative relationship style both internally and externally; is a team player and has a positive-can-do attitude
• Strong analysis and problem-solving skills
• Must be able to manage conflicting priorities, while being extremely adaptable and flexible
• Some travel required