General Description:

The Client Experience Executive is primarily responsible for maintaining and expanding relationships with assigned clients while representing the entire range of company products and services. The Client Experience Executive leads the customer account planning cycle and ensures assigned clients’ needs and expectations are met by the Company. The Client Experience Executive is ultimately responsible for all aspects of the account, from strategic planning to relationship building, and thus should be able to see the big picture and proactively assess client needs, provide plan recommendations, and help develop long- range strategic planning with the assigned clients. The successful candidate will be a strong, self- motivated individual who has proven relationship building and sales experience and can manage and maintain a book of business with little supervision.

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Responsibilities:

• Establish productive, professional, and personable relationships with key personnel within assigned client accounts.

• Coordinate the involvement of company personnel including Client Experience Coordinator, Sales, and management resources to meet account performance objectives and client expectations.

• Create and modify as needed an effective annual servicing plan for each client that meets company standards.

• Proactively coordinate with Sales to lead strategic client account planning including the development of financial targets and critical milestones for one and three-year periods.

• Proactively assess, clarify, and validate client needs on an ongoing basis.

• Maintain high customer satisfaction ratings that meet company objectives and philosophy.

• Accompany Sales Team members to new business meetings.

• Conduct quarterly strategy session (QSS) meetings with assigned client accounts.

• Conduct monthly client out-reach via phone.

• Coordinate with Underwriting and outside vendors to assist in carrier selection and negotiations relative to client annual renewals.

• Present and secure annual client renewals.

• Communicate renewal terms, benefit changes, and new product/vendor decisions to Client Experience Coordinators and Implementation.

• Coordinate, manage, and present employee enrollment/benefit meetings.

• Achieve annual revenue retention of 90% or greater for assigned book of business.

• Interact professionally and promptly with Client Experience Coordinators, Salespeople, Underwriting, Implementation, Administrative staff, carriers, TPAs, brokers, agents, and other miscellaneous vendors.

• Provide outstanding, white-glove service to clients and their membership; in-person, by phone, and email.

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

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

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

• Participate in formal presentations to prospective and current clients, as well as insurance vendors.

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

• Direct and execute special projects for clients, as needed.

• Prospect and develop new business opportunities – either independently or in collaboration with Sales.

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

• Achieve assigned sales quota as agreed upon.

• Oversee/approve all vendor, plan design and client financial recommendations.

• Create or provide Executive Summary for Annual Renewal/Marketing reports.

• Process new business, market new and renewal business not related to self-funding.

• Complete required education to maintain producer’s license.

• Present at least one (1) team or company-wide training session annually.

• Regular travel for client meetings, up to 25%.

• Other duties and responsibilities as assigned.

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Qualifications Required:

• Bachelor’s degree or equivalent industry experience, preferred.

• 5+ years’ experience with, and strong knowledge of, self-funded health insurance plans, including reinsurance and stop-loss contracts, required.

• 5+ years’ experience as an Account Manager or Account Executive within the health insurance industry, required.

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

• Working knowledge of fully-insured carriers, as well as third party administrators.

• Strong knowledge of different financial arrangements and products available to clients within the health insurance industry.

• 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.

• Prior sales and marketing experience.

• 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.

• Strong ability to communicate with tact and diplomacy to audiences of all sizes. 

• Customer service driven with an ability to bridge gaps in communication and build relationships.

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

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

• 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.​

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Submit your resume to info@apta-health.com​

Apta Health is an equal opportunity employer.