The Phia Group is comprised of The Phia Group, LLC and Phia Group Consulting, LLC (“PGC”), and is a service-oriented organization assisting employee health plans nationwide. We provide our clients with innovative cost-cutting solutions and constantly expanding service offerings. We continue to enjoy growth thanks to our most valuable resource – our talented and committed team.

The Client Success Account Executive is at the forefront of relationship management within our business to enhance existing client relations responsible for aiding in client satisfaction and client management. The position is similar to CSM 3 except for that CSE has more experience, manages a larger client portfolio (relative to CSM 3) and has meaningful interactions with client showing strong relationships with upper management (C-Suite) and shows significant tangible ability to shape the growth of the client relationship. For all intents and purposes, this role is the face of The Phia Group.

He or She will create and implement strategies and policies related to account management with an understanding and emphasis on increasing client success and client retention in line with department objectives. It is the goal to understand our client’s overall business needs and serve to meet the clients demands, while building strong and lasting relationships.

Essential Duties and Responsibilities include the following. Other duties may be assigned.

• Oversee clients as assigned by CST Leadership
• Understand the full product process from data through case handling
• Generate client-specific reports and performance metrics on a regular basis, as needed by specific clients
• Proactively engage clients in regular communication regarding performance reporting & hold regular, recurring client review meetings, with clients
• Responsible for coordination of all client reporting
• Be willing and able to travel for client meetings or conferences (as needed).
• Track all client communications, questions, and concerns, relaying to Phia business leaders.
• Meet with clients to review client issues and value delivered by Phia
• Contribute to maintenance, and upselling services to grow account
• Issue management and resolution tracking for client between client and operations. Manage to resolution.
• Meet regularly with Phia business leaders and executive teams to discuss relevant issues.
• Support contract issues and renewals
• Lead implementations, calls and meetings, coordinate client deliverables, liaison with client post implementation.
• Maintain opportunities in Salesforce and maintain notes
• Support sales efforts as determined by manager
• Collaborate on new processes for growing and maintaining accounts, along with establishing benchmarks for quality service
• Direct the flow of information through appropriate sources (reporting requests, consulting requests, claims recovery requests etc.)
• Maintain constant quality control and gauge client satisfaction
• Routine outreach to existing clients to find upselling opportunities
• Analyze client data to determine problem areas, red flag areas of improvement, and opportunities for increased service utilization
• Creating meeting agendas, folders, proposals, and other collateral that supports the client management process

Experience and Qualifications

• At least 10 years working at a TPA
• Bachelor’s degree or equivalent combination of education and experience preferred
• Ability to listen and communicate (written and verbal) with all levels of staff and clients
• Proficient in Microsoft Word, Excel, and Outlook applications
• Ability to perform at a high level in a fast paced, ever-changing work environment
• Ability to anticipate work needs and follow through with minimal direction
• Ability and desire to travel up to 45%
• Excellent organizational, time management, and prioritization skills
• Proven ability to pay keen attention to detail
• Experience in sales, account management and or legal services is preferred
• Strong desire for client facing work and regular interaction with our partners

Working Conditions / Physical Demands

Sitting at workstation for prolong periods of time. Extensive computer work. Workstation may be exposed to overhead fluorescent lighting and air conditioning. Fast paced work environment. Operates office equipment including personal computer, copiers, and fax machines.

This job description is not intended to be and should not be construed as an all-inclusive list of all the responsibilities, skills or working conditions associated with the position. While it is intended to accurately reflect the position activities and requirements, the company reserves the right to modify, add or remove duties and assign other duties as necessary.

External and internal applicants, as well as position incumbents who become disabled as defined under the Americans with Disabilities Act, must be able to perform the essential job functions (as listed here) either unaided or with the assistance of a reasonable accommodation to be determined by management on a case by case basis.