Client Services Executive

Duties & Responsibilities

• Build, strengthen, and maintain long-term strategic relationships with assigned clients.
• Serve as the primary point of contact throughout the client’s lifecycle, ensuring a consistent and high-quality experience.
• Develop a deep understanding of each client’s business objectives, operational priorities, and success metrics.
• Act as a trusted advisor by proactively offering insights, recommendations, and best practices.
• Identify expansion and cross-selling opportunities with the collaboration of our sales team.
• Ensure clients receive measurable value from all contract HCAT products and services.
• Identify opportunities to expand product adoption, enhance utilization, and drive additional value.
• Develop Account Plans that support client goals and long-term growth.
• Maintain accurate and up-to-date Account Plans, Measurable Improvement metric, Client Results Strategy, and SMART Goals.
• Prepare and deliver quarterly and bi-annually onsite client business reviews, including client performance updates, strategic recommendations, product road maps, Measurable Improvements, and Client Results Strategy metric.
• Monitor client engagement and product performance to ensure alignment with expected outcomes.
• Serve as the escalation point for client concerns, ensuring timely, transparent, and effective resolution.
• Collaborate closely with product, engineering, support, and leadership teams to deliver on client expectations.
• Participate in internal and external planning and forecasting to support organizational alignment with client strategies.
• Coordinate with cross-functional resources to address issues and remove barriers to client success.
• Represent client needs, priorities, and feedback to internal teams, ensuring commitments are met.
• Drive initiatives that improve client satisfaction, retention, and overall client experience.
• Anticipate client needs and proactively address potential risks to the partnership.

Qualifications

• Bachelor’s degree
• 5 years of healthcare industry experience in account management, client relations, or sales
• Demonstrated success in achieving and surpassing sales targets and revenue objectives
• Strong communication, negotiation, and relationship-building abilities
• Skilled at managing multiple clients, priorities, and projects simultaneously
• Proficient with CRM platforms such as Salesforce, along with the full Microsoft Office Suite
• Excellent analytical thinking and problem-solving capabilities
• Comfortable working independently or collaboratively within cross-functional teams
• Highly organized with strong time management discipline
• Proficiency in Microsoft Office Suite
• Strong interpersonal skills, ability to communicate well at all levels of the organization
• Strong problem-solving and creative skills, and the ability to exercise sound judgment and make decisions based on accurate and timely analyses
• High level of integrity and dependability with a strong sense of urgency and results-oriented
• Excellent written and verbal communication skills required

Working Conditions

• 20% travel required
• Must possess a smart-phone or electronic device capable of downloading applications for multifactor authentication and security purposes
• Physical Demands: Occasionally move around the work area; Sit; perform manual tasks; operate tools and other office equipment such as computer, computer peripherals, and telephones; extend arms; kneel; talk and hear
• Mental Demands: Follow directions, collaborate with others, and handle stress
• Work Environment: Noise level in the work environment is usually minimal