TeleSpecialists LLC
Vice President, Account Management
TeleSpecialists LLC, Macon, Georgia, us, 31297
This is an in-office based position.
Summary:
The Vice President (Director), Client Engagement, is a senior-level leader who provides strategic leadership and navigates complex client relationships to sustain and build upon the Tele Specialists Client Account Management. The VP (Dir), Client Engagement provides strategic and team leadership to all internal resources within the client team and is accountable for the achievement of target financial objectives (growth and retention) and the development and execution of client partnership strategies. He/she will also focus on delivering exceptional service and position the company and the Tele Specialists brand for ongoing account management and growth.
Essential Duties & Responsibilities:
Annual Revenue Attainment/Sales Quota – establish and lead individuals/team to meet annual revenue and sales/cross-sales targets. With CSGO & VP, BD establish and measure annual targets.
Footprint Growth - Building strategic and influential relationships with critical stakeholders, ensuring key customers are referenceable to support expansion, identifying new opportunities to drive customer growth. With CSGO & VP, BD outline and measure annual targets.
Retention and Renewal – Monitor and track client health and renewals, upsells, and contract renegotiation. Leading & participating with sales, finance, quality & med staff divisions to meet KPIs and growth targets. With CSGO develop annual goals.
Customer Satisfaction Management - Proactively manage and achieve customer and TS goals, while resolving customer issues, and tracking progress and opportunities across delivery teams. Define and deploy annual pro-active plans and retroactive review/follow-up initiatives. Work closely with sales, quality and marketing teams to build comprehensive goals and success measures.
Account Management - Manage all client touchpoints and maintain historical relationship mapping and development targets, monitor key relationship changes and execute thoughtful account management strategies. Participate, lead, & prep team for internal/external stakeholder business meetings at corporate, division and facility levels. Audit CAM performance in account management activity, performance and goal-attainment.
System/National Accounts – align with VP, BD to manage system hospitals and large accounts – strategize, develop & partner in key account plans for each client.
Team Management & Capacity Building – lead team of Client Success Managers to support daily, monthly, quarterly, and annual client goals and KPIs. Lead internal client reviews/reporting with cross-functional TS team collaboration.
Net Promoter Scores and Client Surveys – structure annual/bi-annual client surveys, setting annual NPS goals and tracking trends and follow-up items post-survey. Assess response rates, goal-attainment and post-survey strategies and tactics.
Market Analysis – review TS book of business and develop market awareness/opportunities to promote sales and cross-sales revenue targets. Identify individual and universal tactics to increase customer value.
Qualifications:
Bachelors (B.S. or B.A.) required. Advanced degree in health care operations, health care management/financial planning &/or health care policy strongly preferred.
10+ (VP), 5+ (Dir) years of sales, account management & team leadership experience within the healthcare domain in consulting, strategic project management, client engagement, & leadership within a commercial growth organization with annual revenue of at least $100 million including enterprise, vendor, and facility customer-facing responsibilities.
A combination of sales negotiation/closing, healthcare industry, financial aptitude and technical mastery is ideal. Health plan, clinical operations or commercial healthcare sales/growth experience strongly preferred.
Proven experience establishing and implementing vision and financial growth strategies for key strategic accounts.
Demonstrated ability to communicate, present and influence key executive-level stakeholders.
Proven ability to juggle multiple clients, while maintaining sharp attention to detail.
Track record of successfully growing client revenue post initial sale.
Excellent listening, negotiation, persuasion and presentation abilities.
Proven experience leveraging technology to solve transformative business objectives as well as overseeing enterprise level adoption of new technology.
Experience leading account teams and facilitating cross functional teams around healthcare transformation (combining clinical, technical, business, and management resources).
Ability to quickly learn new processes, identify process improvement opportunities, and create team workstreams and systems.
Ability to work under pressure, problem-solve, organize and prioritize responsibilities.
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Summary:
The Vice President (Director), Client Engagement, is a senior-level leader who provides strategic leadership and navigates complex client relationships to sustain and build upon the Tele Specialists Client Account Management. The VP (Dir), Client Engagement provides strategic and team leadership to all internal resources within the client team and is accountable for the achievement of target financial objectives (growth and retention) and the development and execution of client partnership strategies. He/she will also focus on delivering exceptional service and position the company and the Tele Specialists brand for ongoing account management and growth.
Essential Duties & Responsibilities:
Annual Revenue Attainment/Sales Quota – establish and lead individuals/team to meet annual revenue and sales/cross-sales targets. With CSGO & VP, BD establish and measure annual targets.
Footprint Growth - Building strategic and influential relationships with critical stakeholders, ensuring key customers are referenceable to support expansion, identifying new opportunities to drive customer growth. With CSGO & VP, BD outline and measure annual targets.
Retention and Renewal – Monitor and track client health and renewals, upsells, and contract renegotiation. Leading & participating with sales, finance, quality & med staff divisions to meet KPIs and growth targets. With CSGO develop annual goals.
Customer Satisfaction Management - Proactively manage and achieve customer and TS goals, while resolving customer issues, and tracking progress and opportunities across delivery teams. Define and deploy annual pro-active plans and retroactive review/follow-up initiatives. Work closely with sales, quality and marketing teams to build comprehensive goals and success measures.
Account Management - Manage all client touchpoints and maintain historical relationship mapping and development targets, monitor key relationship changes and execute thoughtful account management strategies. Participate, lead, & prep team for internal/external stakeholder business meetings at corporate, division and facility levels. Audit CAM performance in account management activity, performance and goal-attainment.
System/National Accounts – align with VP, BD to manage system hospitals and large accounts – strategize, develop & partner in key account plans for each client.
Team Management & Capacity Building – lead team of Client Success Managers to support daily, monthly, quarterly, and annual client goals and KPIs. Lead internal client reviews/reporting with cross-functional TS team collaboration.
Net Promoter Scores and Client Surveys – structure annual/bi-annual client surveys, setting annual NPS goals and tracking trends and follow-up items post-survey. Assess response rates, goal-attainment and post-survey strategies and tactics.
Market Analysis – review TS book of business and develop market awareness/opportunities to promote sales and cross-sales revenue targets. Identify individual and universal tactics to increase customer value.
Qualifications:
Bachelors (B.S. or B.A.) required. Advanced degree in health care operations, health care management/financial planning &/or health care policy strongly preferred.
10+ (VP), 5+ (Dir) years of sales, account management & team leadership experience within the healthcare domain in consulting, strategic project management, client engagement, & leadership within a commercial growth organization with annual revenue of at least $100 million including enterprise, vendor, and facility customer-facing responsibilities.
A combination of sales negotiation/closing, healthcare industry, financial aptitude and technical mastery is ideal. Health plan, clinical operations or commercial healthcare sales/growth experience strongly preferred.
Proven experience establishing and implementing vision and financial growth strategies for key strategic accounts.
Demonstrated ability to communicate, present and influence key executive-level stakeholders.
Proven ability to juggle multiple clients, while maintaining sharp attention to detail.
Track record of successfully growing client revenue post initial sale.
Excellent listening, negotiation, persuasion and presentation abilities.
Proven experience leveraging technology to solve transformative business objectives as well as overseeing enterprise level adoption of new technology.
Experience leading account teams and facilitating cross functional teams around healthcare transformation (combining clinical, technical, business, and management resources).
Ability to quickly learn new processes, identify process improvement opportunities, and create team workstreams and systems.
Ability to work under pressure, problem-solve, organize and prioritize responsibilities.
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