Client Success Executive - Middle Market

Job description

We exist for workers and their employers -- who are the backbone of our economy. That is where Centivo comes in -- our mission is to bring affordable, high-quality healthcare to the millions who struggle to pay their healthcare bills. Summary of Role Centivo is looking for a Client Success Executive who will lead and cultivate key client relationships in our Middle Market portfolio. The role will work cross-functionally with Centivo's functional experts, third-party vendors, implementation, and sales to support the ongoing delivery of Centivo health plan products and services for our clients and their members. You will own the client relationship and be the primary point of contact for clients post-implementation, and will be responsible for all levels of strategic and tactical support on behalf of Centivo to ensure high levels of satisfaction and retention for clients and their members. Responsibilities Include Client Relationship Management • Serve as the primary point of contact and relationship owner for a portfolio of Middle Market, self-funded employer clients following implementation, overseeing all aspects of the health plan solution and TPA services — including member engagement and customer service, claims processing, PBM, provider network arrangements, and employer analytics and reporting. • Ensure a new client's seamless transition from implementation into ongoing account management. • Build and maintain strong personal relationships across the client organization, including HR and Finance, through regular formal and informal communication and engagement. • Partner with brokers and consultants to oversee and resolve client issues, and reinforce the value of the Centivo solution at every touchpoint. • Identify and pursue opportunities to grow client relationships in your portfolio, including increased benefits participation, higher rates of member selection, and expansion into additional geographic markets where applicable. Renewal & Strategic Account Support • Lead the renewal process for each account, preparing and delivering reports on Centivo's performance and health and claims data and analytics to clients. • Present plan design and product enhancement recommendations that support each client's goals and reinforce the value of the Centivo plan. • Monitor account health and utilization trends to help identify and address retention risks in advance of renewal. Service Delivery & Issue Resolution • Identify, track, and resolve issues raised by clients, coordinating resolution with Centivo team members and third-party partners. • Serve as an escalation point for client concerns, mobilizing the right internal resources and maintaining clear, transparent communication throughout. • Use working knowledge of self-funded plan administration and health plan operations to contextualize plan data and proactively address client questions. Reporting & Insights • Prepare and deliver clear, accurate reporting on plan performance, claims, and analytics that supports client decision-making. • Collaborate with internal analytics and clinical teams to help ensure reporting reflects each client's defined priorities. Cross-Functional Collaboration & Process Improvement • Work cross-functionally with Centivo's functional experts, implementation, sales, and third-party vendors to support the ongoing delivery of Centivo's products and services. • Collaborate on the enhancement of Centivo's client implementation and client success (account management) methodologies, and make recommendations for ongoing process improvement. • Participate in sales meetings, representing the voice of client success and the team prospective clients would work with. Qualifications Required Skills and Abilities • Bachelor's degree or equivalent experience required • Minimum 5 years of health plan experience, including experience with self-funded accounts • Minimum 5 years of Client Success (Account Management) experience in employer-sponsored benefits • Working knowledge of self-funded health plan administration, including TPA operations, plan design, claims management, and benefit program structure • Strong relationship management skills, with the ability to build rapport and credibility across HR, Benefits, and Finance stakeholders Preferred Qualifications • Familiarity with value-based care, ACO-based plan models, or primary care-centered benefit design • Advanced knowledge of Microsoft Office products (Excel, PowerPoint, Word); comfort with data and reporting tools • Excellent oral and written communication skills, with the ability to present information in a way that establishes rapport, persuades others, and gains understanding Work Location • This position is remote • Preferred candidates reside in Wisconsin Centivo Values Resilient — This is wicked hard. There is no easy button for healthcare affordability. Luckily, the mission makes it worth it and sustains us when things are tough. Being resilient ensures we don't give up. Uncommon — The status quo stinks so we had to go out and build something better. We know the healthcare system. It isn't working for members, employers, and providers. So we're building it from scratch, from the ground up. Our focus is on making things better for them while also improving clinical results — which is bold and uncommon. Positive — We care about each other. It takes energy to do hard stuff, build something better, and to be resilient and uncommon while doing it. Because of that, we make sure we give kudos freely and feedback with care. When our tank gets low, a team member is there to be a source of new energy. We celebrate together. We are supportive, generous, humble, and positive. Who we are: Centivo is an innovative health plan for self-funded employers on a mission to bring affordable, high-quality healthcare to the millions who struggle to pay their healthcare bills. Anchored around a primary care based ACO model, Centivo saves employers 15 to 30 percent compared to traditional insurance carriers. Employees also realize significant savings through our free primary care (including virtual), predictable copay and no-deductible benefit plan design. Centivo works with employers ranging in size from 51 employees to Fortune 500 companies. For more information, visit centivo.com http://centivo.com. Headquartered in Buffalo, NY with offices in New York City and Buffalo, Centivo is backed by leading healthcare and technology investors, including a recent round of investment from Morgan Health, a business unit of JPMorgan Chase & Co.