AVP Account Management - Government

Overview The focus of the AVP, Account Management - GOV is to develop and execute against growth, renewal and retention strategies on all customers within Cotiviti Government Services (CGS). The VP, Account Management is accountable for the coordination and transparency needed to drive a successful, multi-pronged growth and retention strategy as well as a multi-level relationship engagement across the customer leadership team. Responsibilities Develop, foster, and maintain relationships with customer accounts: • Liaison between company and client or prospect. Serves as the client s/prospect s advocate, including monitoring and supporting all activity and managing problem resolution, escalating customer issues quickly, if necessary. Responsible for managing, tracking, and closing all client issues. • Responsible for overall client relationship management and internal coordination to achieve customer satisfaction for existing client contract(s). Provide client support for established elements of customer satisfaction. • Develop and maintain account management plans. • Meet regularly with client (weekly, monthly, quarterly) to assess account status and progress, client needs and feedback, address issue resolution, and discuss enhancements or account growth opportunities. • Ensure effective communication with clients regarding new audits, edits, system issues and upgrades. Communicate any client needs/ideas for future development to meet client s requirements and expectations. • Review client reporting to manage, monitor, and identify potential problems. • Develop and oversee routine client reporting, including but not limited to Quarterly Business Reviews (QBR s), weekly status reports and steering committee updates for GOV customer base. • Travel to clients and prospective clients, as required, to strategically manage client relationships and optimize use of core service offerings. This role requires a proactive approach to monitoring client needs and actively soliciting requests for additional services and improvements to current services, when appropriate. Responsible for ensuring customer satisfaction by resolving issues quickly and creatively. • Interact with operations and marketing/sales to communicate notable client trends to keep company communications closely aligned with changing client issues, requirements and attitudes. • Synthesize and articulate key findings as appropriate for operations, sales, finance, and product development and executive audiences using sound financial and market analysis. Proactively present strategic recommendations. • Work closely with sales, operations and management to ensure on-going customer satisfaction. Team with sales executives to identify sales opportunities and provide support • Report weekly to Senior Leadership on overall client satisfaction levels, new client issues, unresolved client matters and customer requested needs • Assist with various marketing efforts, including attending tradeshows/conferences, participating in webinars and responding to RFPs. • Experience with hiring , developing, coaching, leading and retaining top-tier talent, with a focus on building and improving a team and culture that is able to assist in employing best in class practices to support and drive high levels of internal and external customer satisfaction. • Complete all responsibilities as outlined on annual Performance Plan. • Complete all special projects and other duties as assigned. • Must be able to perform duties with or without reasonable accommodation. • Hire, develop, coach, lead and retain top-tier talent, with a focus on building and improving a team and culture that is able to assist in employing best in class practices to support and drive high levels of internal and external customer satisfaction. • Complete all responsibilities as outlined in the annual performance review and/or goal setting. • Complete all special projects and other duties as assigned. • Must be able to perform duties with or without reasonable accommodation. This job description is intended to describe the general nature and level of work being performed and is not to be construed as an exhaustive list of responsibilities, duties and skills required. This job description does not constitute an employment agreement and is subject to change as the needs of Cotiviti and requirements of the job change. Qualifications • B.S. or M.B.A. in Business Administration or related degree is required. Strong working knowledge of health insurance industry business operations is required. Senior executive with proven experience in growing and developing business in the health care information and analytics space with strong competencies in strategic planning, operations, marketing, product management, and business planning. • Master s degree preferred (or desired) • Fifteen (15) years experience required in the health care industry with strong presentation skills, customer (internal/e...