Exciting career opportunities in the language access industry are waiting for you at LanguageLine Solutions. Whether you work in the corporate office, in one of our satellite offices, at our Interpreting Call Centers, or work from home, you can help make a difference in someone’s life every second of every day.
Job Description
Role Definition
We are seeking a highly motivated and results-driven individual to join our Health Advocate team as Emerging Business Program Manager. Reporting to the Emerging Business Success Manager, you are responsible for both retention and growth of the emerging business portfolio of current clients. Emerging business is described as clients having under 1,000 lives and less than $12K of annual revenue.
Your primary objective is to drive organic growth among our portfolio of clients. You will manage a portfolio of clients, with a passionate emphasis on realization of client value, retention of clients and driving incremental revenue. You will partner with centers of excellence across the organization to ensure client growth and retention objectives are achieved.
Primary Job Responsibilities
Your primary responsibility is to drive industry leading profitable growth from existing clients by building and maintaining satisfied client relationships that derive significant value from our services. In this context, success includes supporting, managing, and prioritizing a portfolio of clients to achieve:
1) Client Satisfaction: Ensure clients achieve value from our programs through improved utilization, employee engagement in support of improved health outcomes, and success of relevant client initiatives. Satisfaction with Health Advocate services and overall satisfaction with the relationship are also critical success factors for this role.
2) Client Retention: Retain clients including all service lines, total population served, and margin.
3) Client Revenue Growth: Leverage efficient reporting templates and automation analytical to demonstrate the impact of current programs and build client confidence around the potential of incremental offerings that are well matched to their needs.
Key Focus Areas
• Revenue Retention and Growth: Achieve revenue retention and growth targets for your portfolio of clients and implement specific strategies to achieve these targets. Implement a proactive client retention strategy that maximizes client revenue and enables efficient delivery of program status reports and supporting engagement materials. This includes, identifying potential new revenue streams, identifying potential areas of client dissatisfaction, including quality of service issues, gaps in expected value received, and low utilization, and pro-actively addressing them.
• Client Leadership: Develop trusted and referenceable client relationships, enable successful application of service offerings and capabilities, communicate the value of our service to the client, and identify opportunities for the client to further benefit from both purchase services as well as other services available to them from Health Advocate.
• Ideation: Leverage new engagement models for emerging businesses. Deliver high-value, low-cost client interactions that maximize the value and services.
• Teamwork: Ensure smooth hand-offs of client responsibilities from the Business Development Executive to the Client Success team and foster a strong partnership with Operations teams responsible for successful onboarding as well as with the Client Care and other Centers of Excellence to ensure overall client success.
o Performance Measurement and Optimization: Meet performance expectations for regular client contact, meeting KPIs including leading indicators to predict clients at risk.
o Account Administration & Support: Liaise with Centers of Excellence to provide streamlined and automated support to manage volume of reactive account requests, including but not limited to contract inquiries, broker of record changes, utilization…