Account Executive

JOB SUMMARY

The Account Executive (AE) is a customer-oriented leadership role that provides oversight and accountability for service delivery excellence and contract compliance across the Wipro Healthplan Services' (WHPS) Affordable Care Act (ACA) and/or Commercial Group practice and clients with an overarching mission to ensure a positive and meaningful customer experience. The AE must be an active collaborator across the entire organization.

The AE will manage an account or portfolio of accounts, with responsibility for overall health of the account(s) and customer relationships. The AE develops relationships with leadership groups in different functions in order to collaborate and make informed decisions to foster service excellence, customer satisfaction and profitable growth.

• Develop and enhance relationships with key client stakeholders, understanding each client's business goals and key initiatives, and seeking opportunities to enhance value for both parties.
• Monitor service delivery and overall program health with a view towards patterns and trends to proactively anticipate unfavorable performance and mitigate where possible through close collaboration with delivery leaders.
• Lead an internal team of Account Managers (as assigned) to take care of the day-to-day servicing of the relationship and ensure a well managed customer experience.
• Orchestrate client engagement with an extended "virtual team" of delivery leaders by facilitating meetings and collaboration between stakeholders in both WHPS and customer organizations. The AE will often act as convenor to bring the right parties together to deal with a range of business needs and situations.
• Deliver analytics on performance and productivity, updates on key issues.
• Act as a strategic partner for our clients, determining where company systems and services can help clients reach their goals.
• Responsible for revenue generation for existing customers, including core revenues, projects, upsells and contract renewals.
• Responsible for revenue and membership forecasting and understanding/reporting on variances.
• Ensure contract compliance, and intervene where needed to prevent non-compliance.
• Represent WHPS professionally in all contexts including executive meetings, presentations, sales activities and contract negotiations.
• Communicate the value of being a reference to all clients, convincing them to share their success stories with potential WHPS clients. Increase the number of reference clients.
• Work closely with the Technology, Operations and other internal functions across the continuum of the WHPS relationship, serving as a resource for client knowledge over time.
• Develop, maintain, and follow through with a Strategic Client Account Plan. Focus on improving client satisfaction and uncovering upsell opportunities.
• Build and improve relationships with customers, key suppliers and partners
• Identify potential future opportunities and share with the Account Leadership and Management team for follow-up
• Attend to customer complaints and resolve issues promptly. Anticipate potential adverse developments and proactively intervene to minimize customer abrasion and prevent unnecessary escalations.
• Support efficient and effective governance, business continuity and communications across the program and in alignment with contract commitments and Account Leadership and Management expectations
• Support the Wipro Customer Satisfaction survey and action planning process.

• Excellent written and verbal communication skills.
• Excellent presentation skills across a continuum of audiences ranging from individual contributor to executive.
• Broad knowledge of the healthcare industry, business practices, trends and developments.
• 10+ years experience in, and in-depth knowledge of commercial and government health plan administration.
• 10+ years in commercial group health plan administration, with specific experience in enrollment, billing and customer service / call center operations. Claims other back-office functional experience is a plus.
• 10+ years of experience in a customer facing leadership role within a professional services or consulting organization
• Experience interfacing at all levels internally, with clients and external partners required.
• Adept in planning, influencing, leading change, working in a fast-paced environment, and multi-tasking skills required.

• Bachelor's Degree. Advanced Degrees preferred.