The Director of Client Experience (DCE) is responsible for overseeing the Company’s relationship with our clients. This position manages and leads the Account Management and Account Coordination (AM & AC) service teams while also serving as the executive level contact for key clients. The DCE will oversee the customer account planning cycle to ensure client needs and expectations are met by the Company. The DCE will also assist with the ongoing development and successful implementation of Company service strategies including the incorporation of new products and services. The successful candidate will be a strong, self-motivated individual who has proven relationship building, sales, and management experience and is expected to maintain a high client satisfaction and retention rate through effective management of the AM and AC teams.  This position reports to the Vice President of Client Services and is a member of the L10 leadership team.

 

ESSENTIAL FUNCTIONS

• Creatively problem solve when difficult situations arise.

• Ensure that delivery timelines are followed, and issues are tracked and escalated as needed.

• Work with Human Resources and management team to staff, recruit, interview, select and hire

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AM & AC team members as needed.

• Provide new hire training as well as ongoing training to the AM & AC’s.

• Mastermind creative ways to deliver an exceptional client experience.

• Monitor AM & AC individual and team performance.

• Ensure clients receive best-in-class service through oversight of AM & AC teams.

• Mentor and contribute to professional development of direct reports.

• Conduct weekly 1:1 meetings with direct reports.

• Conduct quarterly and annual performance reviews for direct reports.

• Author or contribute to documentation of departmental policies and procedures, updating as changes occur.

• Coordinate efforts and work closely with internal leadership.

• Proactive outreach to assess, clarify and validate client needs on an ongoing basis.

• Participate in formal presentations to prospective and current clients.

• Prepare written correspondence, reports, and analysis as needed.

• Direct and execute special projects for clients as needed.

• Maintain current and accurate customer database files by updating CRM database.

• Travel as needed to manage client relationships, service recovery and new hire training.

• Coordinate with Sales Executives as appropriate.

• Achieve strategic customer objectives defined by company management.

• Maintain a thorough knowledge of products, technology, and benefit solutions available in the market.

• Continually develop understanding of evolving funding options, underwriting principles, and pricing.

• Comply with company procedures and policies; make decisions in compliance with established standards of quality, performance, service, and security protocols.

• Support senior management with miscellaneous tasks and projects.

• Other duties and responsibilities as assigned.

 

REQUIRED QUALIFICATIONS

• Bachelor’s degree or equivalent industry experience.

• Minimum of 10+ years’ experience in Account Management or Client Success.

• Minimum of 5+ years’ experience with managing a team of 5-10 employees.

• Experience working in a fast-paced growth environment with evolving priorities.

• Proven leadership ability.

• Excellent customer-facing and presentation skills.

• Passion for service with an ability to bridge gaps in communication and build relationships in difficult situations.

• Active Life & Health licensure required; or obtain licensure within 60 days from date of hire.

• Expert knowledge of self-funded financial arrangements for benefit programs.

• Strong knowledge of underwriting, financing, and funding approaches related to the health insurance industry.

• Strong knowledge of federal and state regulations and legislation related to the health insurance industry and their impact on self-funded plans.

• Ability to compile, analyze, and interpret financial information and data to facilitate effective decision making.

• Strong organizational and time management skills to prioritize workload and meet deadlines.

• Impeccable interpersonal communication skills with strong ability to interact with associates at all levels of responsibility.

• Results-oriented with the ability to change priorities as needed.

• Excellent problem-solving skills and a proven ability to meet/exceed client expectations.​

• Self-motivated with a proactive nature.

• Strong computer literacy skills, with experience using the Microsoft Office suite.​

• Must be able to travel regularly.  This position generally requires up to 25% travel.  Frequently, travel is outside the local area and may include overnight stays.  Travel may involve the use of your personal vehicle, rental vehicle, or airplane, according to established Company policies.

 

This position has a starting pay range of $100,000 - $125,000 annually. The company offers a rich benefits package that includes Medical, Dental, Vision, 401k, Basic & Voluntary Life, and Disability insurance as well as Unlimited PTO.

 

WORK ENVIRONMENT

This job operates in a professional or homes office setting performing predominantly sedentary work.  This role routinely uses standard office equipment such as computers, including computer keyboards and mice; telephones; photocopiers; scanners; filing cabinets.

 

While performing the duties of this job, the employee is regularly required to talk, see and hear.  The employee is frequently required to sit; will occasionally stand and/or walk; use hands and fingers to grasp, pick, pinch, type; and reach with hands and arms. Employees is required to have close visual acuity to perform an activity such as: preparing and analyzing data and figures; transcribing; viewing a computer terminal; extensive reading; operation of standard office machines and equipment.

 

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

 

EQUAL EMPLOYMENT/ANTI-DISCRIMINATION

Blackstone Consulting Group, LLC is an equal opportunity employer and does not discriminate on the basis of Race, Color, Religion, Creed, National Origin, Ancestry, Sex, Pregnancy, Age, Sexual Orientation (including transgender status), Physical or Mental Disability, Marriage to a Co-Worker, or for anyone engaging in Protected Activity (opposing a discriminatory practice or participating in an employment discrimination proceeding).  Additionally, this employer does not tolerate any employees engaging in discriminatory behavior based on any of the aforementioned protected classes.

 

PRE-EMPLOYMENT REQUIREMENTS

All offers of employment by this employer are conditional upon the incumbent’s successful completion of pre-employment screenings, including a criminal background check, drug screen, professional reference checks, and verification of the incumbent’s eligibility to work in the United States.

 

This employer participates in the E-Verify Program in order to verify the identity and work authorization of all newly hired employees.

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Submit your resume to info@apta-health.com

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Apta Health is an equal opportunity employer.