Emerging Business Program Manager-1

About the role

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.

About the role

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:

• 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.
• Client Retention: Retain clients including all service lines, total population served, and margin.
• 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.
• Performance Measurement and Optimization: Meet performance expectations for regular client contact, meeting KPIs including leading indicators to predict clients at risk.
• 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 information, etc.

Mental and Physical Requirements

• This position is remote (work from home) by design, but travel is required on a regular basis: a) to our Headquarters office (Plymouth Meeting, PA) to meet with clients, team members and your executive management team colleagues; and b) to client and partner locations across the country.
• Essential physical functions of the job include speaking, typing, leading, and participating in online virtual meetings, and regularly conducting phone calls and individual meetings.
• Essential mental functions of this position include both focused concentration, managing multiple initiatives, and persistence and endurance.

Related Duties as Assigned

The company is nimble and innovative; special projects (often with compressed timelines) and additional duties may be required to support the growth of the business. You are expected to both initiate and respond to new opportunities as they arise.

Qualifications

Education

• Bachelor's degree preferred. A Master's degree or other advanced degree in a relevant discipline is a plus.

Required Experience

• 2+ years proven experience and track-record of performance in a sales, marketing, or customer service preferred.
• Strong knowledge and understanding of data and analytics concepts, tools, and methodologies.
• Strong knowledge of and experience with sales enablement tools and technologies.
• Excellent communication and interpersonal skills, with the ability to build rapport and establish trust with customers.
• Demonstrated ability to collaborate effectively with all functional areas.
• Self-motivated and results-driven, with the ability to work independently and collaboratively in a fast-paced environment.
• Strong analytical and problem-solving skills, with the ability to understand customer needs, uncover hidden or emerging opportunities, and translate insights into compelling solutions.
• Proficiency in public speaking.
• Willingness to travel as needed to meet with customers and attend industry events.

Preferred Experience

• Health benefits industry knowledge/experience with either consultant/broker firms, benefits management, corporate healthcare benefits, health insurance/payers, or healthcare service providers is preferred.

Salary and Benefits Information

Base salary $50,000-60,000 based on experience. Total compensation at 100% of quota is in the range of $75,000-100,000+.

We're invested in you. At Health Advocate, you'll have the ability to pursue your ambitions and grow your career. We offer a competitive compensation package, including a base salary and generous commission scale for "new logo" sales. We support your health and well-being with a total rewards package that includes robust medical coverage, as well as dental & vision benefits, tuition assistance, 401(k) savings plan with company match, paid time off (PTO), paid holidays, and access to Health Advocate programs, including EAP and wellness.

• We're invested in your success. Health Advocate provides all work equipment, select prospecting software and product training required for success in the field.
• Please note that this job description is intended to provide a general overview of the position and does not include an exhaustive list of all responsibilities, skills, or qualifications associated with the role.

Pay Transparency Nondiscrimination Provision

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant.

However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information.

41 CFR 60-I.35(c)