[Hiring] Client Manager @Teladoc Health

Role Description

The Client Manager is primarily responsible for accounting service and relationship management of multiple accounts. The Client Manager will have a proven ability to form relationships with client stakeholders at varying levels within an organization, and the client’s consultant, if applicable.

The position requires an individual who can balance client support, strategic influence, and mobilize and motivate internal resources to resolve client issues. The Client Manager will develop and support retention strategies for an assigned client base; retention responsibilities include contract renewal and product expansion. This individual must be comfortable with quota.

Responsibilities also include utilization support strategies such as benefit design and member communication strategies, including identification of client capabilities. The Client Manager is responsible for conveying the value Teladoc brings in terms of ROI, cost avoidance, population health management, and employee wellness to the client, and the client’s consultant, if applicable.

The Client Manager is also responsible for daily management of client needs, coordination and management of projects, maintenance of client relationships, and upselling of Teladoc products into existing their client base.

Essential Duties and Responsibilities

• Act as primary client interface: managing accounts, meeting with clients, reviewing results, ensuring client satisfaction with Teladoc.
• Perform account review calls and face-to-face meetings to review value creation, reporting, additional training needs, project status, outstanding issues, and opportunities to integrate additional Teladoc services.
• Coordinate client administrative details with Operations, Finance, Legal, and IT.
• Cultivate and maintain positive relationships with clients.
• Ensure clients experience prompt and professional issue resolution.
• Manage internal and external stakeholders to maximize both retention and growth.
• Develop strategies to align client goals with Teladoc plan goals.
• Work with all functional areas to resolve client inquiries/problems/complaints in a timely manner.
• Develop 12-month client communication plans to drive utilization.
• Facilitate discussions to evaluate client satisfaction and performance against key metrics.
• Develop knowledge and actively seek current information about client’s organizational structure, products, services, and markets serviced.
• Manage the creation, distribution, and review of client reporting.
• Evaluate, approve, and manage special projects/requests, including but not limited to, determining feasibility of request, resource utilization, and ownership of project completion.
• Work closely with Sales to manage client needs and expectations.
• Provide internal management information to assist in the updating of monthly forecasts and billing.
• Use Salesforce database to log activities and sales opportunity management.
• Develop client relationships to support clients use for reference, speaker, and media requests.

Revenue Generation

• Maintain satisfied clients through consistent client support.
• Direct renewal activities for assigned accounts.
• Learn Teladoc product offerings and value propositions.
• Expand product offering or population covered to meet yearly sales quota.

Qualifications

• 3-5 Years in Healthcare Client Management and sales.
• Deadline pressure (Fast paced work environment).
• Exceptional relationship building & problem-solving skills.
• Excellent oral and written communication skills.
• Excellent analysis and organization skills.
• Proven sales record.
• Understanding of data and key metrics for client success.
• PC proficiency in MS Word, Excel, PowerPoint, Project, and Salesforce.
• Ability to travel 15% - 25% of the year.

Preferred Qualifications

• Undergraduate degree preferred.
• Dedication and willingness to work hard, often under high production pressure.
• Ability to meet deadlines.
• Ability to follow written and verbal directions.
• Ability to work on multiple projects, define tasks, and assign priority levels with minimal supervision.
• Proactive, resourceful, strong team player.
• Ability to build internal relationships to support client management.
• Strategic thinking demonstrated by creative thinking and actions.
• Proficiency in using electronic tools for gathering and storing client information.

Benefits

• Base salary range: $70,000 - $90,000.
• Eligible for a performance bonus and benefits (subject to eligibility requirements).
• Flexible Vacation Policy for rest, relaxation, and personal time.
• 80 hours of Paid Sick, Safe, and Caregiver Leave annually.