At CVS Health, we’re building a world of health around every consumer and surrounding ourselves with dedicated colleagues who are passionate about transforming health care.
Requirements
- Develops and implements account management and cross/up sell strategies to build and maintain strong external and internal relationships to achieve customer satisfaction, revenue, membership, and earnings objectives for existing customers in assigned business segments, products, and geographies for a base of large market or multi-product and geography accounts.
- Serves as the primary interface for all products and services and creates demand for the organization's products and services by raising their profile with customers.
- Develops and executes account management strategy for a strategic, multi-geography or high tier book of business to include discussions on service levels and expectations, process improvements, operation of benefits plans, identification of gaps in service levels, and determination of root causes and solution development through cross-functional coordination via internal and external senior or executive levels decision makers.
- Develops and executes the renewal process ensuring appropriate margins and customer/membership retention targets are achieved. Prepares client for renewal by explaining cost drivers of benefit plan, offers solutions to reduce costs, delivers renewal to client and producer. Formulates complex financial decision recommendations and presents them to management. Supports New Business Sales team with finalist meetings for new business.
- Assesses the competitive environment and develops sales strategies to capitalize on market opportunities and drive a competitive advantage.
- Develops and maintain and executes strategic cross-functional annual business plan and account strategy by customer that reflects the customer’s business objectives and how Aetna solutions align with those objectives to achieve our operational, financial, network, clinical and relationship initiatives (internal and external version). Retains and cultivates a profitable book of business by coordinating the renewal process.
- Works collaboratively within Aetna and across business functions to ensure customer needs are understood and key issues are addressed.
- Responsible for Customer Strategy & Relationship Management for day-to-day contacts, senior management, and key decision makers – ensure multi-threaded throughout the organization - also leads/manages the Producer Relationship for this customer.
- Understands industry trends, market dynamics and able to tie these levers to the Customer's/Account Strategy.
- Leads coordination for communications of any CVS/Aetna News (i.e. general business announcements, operational support, etc.)
- Directly accountable for retention of assigned portfolio (persistency and renewal goals), owns the financial management of their assigned book. Owns, manages, and coordinates renewal strategies. Drives/executes on upsell activities.
- Supports New Business Sales team with finalist meetings for new opportunities.
- Responsible for financial performance, including pricing and negotiation, ensuring alignment with profitability targets for assigned portfolio. Reviews and consultatively presents customer reporting with meaningful analytics, trending, and insightful recommendations for additional programs and services. Leads Presentations with clients.
- Required to communicate with internal and external parties. May require travel to offsite locations for in-person meetings.
Benefits
- Affordable medical plan options
- 401(k) plan with matching company contributions
- Employee stock purchase plan
- No-cost wellness programs
- Paid time off
- Flexible work schedules
- Family leave
- Dependent care resources
- Colleague assistance programs
- Tuition assistance
- Retiree medical access
