Sr. Director, Client Management (Remote) (Finance)
The Sr. Director, Client Management will report to the Managing Director, Head of Client Management in the CDB Client Services. This role is responsible for the oversight of all client related activities in a prescribed region, consisting of Team Leads (Managers) and their respective teams of Account Client Managers responsible for building strong personal and collaborative partnerships with an assigned book of business to achieve customer satisfaction, retention, and profitable growth and execute cross-sell and conversion initiatives. This role is responsible for developing a growth and retention strategy for the region and establishing a strong foothold with Aetna key players and other affiliates while serving as executive sponsor for key clients and working cross-functionally with various departments to support account management issues or concerns. This role demands a high working knowledge of the client base, key contacts, pricing for renewals and ultimately an execution of a retention strategy to ensure revenue protection. They are to champion all cross-selling activities in their respective market and ensure proper communication flow occurs throughout their organization
• Manage and cultivate positive, collaborative relationships with clients by promoting and educating their team members and clients on the PayFlex value proposition
• Execute financial strategy associated with the customer that includes short-term and long-term strategies to maximize profitability. Aimed at helping our participants with creating and achieving their healthcare financial wellness goals
• Coordinate with direct reports to grow existing client revenue through several approaches. Introduce and sell additional products to the client, grow existing product membership by supporting client member educational needs and Open Enrollment support, and lastly as appropriate adjust pricing to increase revenue using applicable renewal guidelines
• Monitor all financial/profitability/usage targets and accountable for preparing/coaching their team members to conduct quarterly business reviews with these clients and thoroughly explain the metrics and analytics for each of these accounts. This ensures proactive analysis of customer's utilization reports
Supervisory Responsibilities:
• 5-8 direct reports
• Recruits, interviews, hires, and trains new staff
• Oversees the daily workflow of the department
• Provides constructive and timely performance evaluations
• Authority on and directs a distinct company-wide area of work
• Develop goals, metrics, and execution plan for their function (from the broader strategy laid out by their leader) and deliver on time results as well as determine, follow, and meet their set budget plan
• Set challenging goals, and develop metrics and execution plan to accomplish them for the function
• Work cross-functionally to deliver on strategic initiatives and shared goals
• Coach, mentor, and challenge in a way that inspires people to reach their full potential
