Client Services Advisor, Advisory Board

About the position Optum is a global organization that delivers care, aided by technology to help millions of people live healthier lives. The work you do with our team will directly improve health outcomes by connecting people with the care, pharmacy benefits, data and resources they need to feel their best. Here, you will find a culture guided by diversity and inclusion, talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health equity on a global scale. Join us to start Caring. Connecting. Growing together. An integral piece of the Advisory Board's growth strategy is to continue to build larger, deeper, and more impactful relationships with our clients. Account Management is a dedicated group focused on building deep relationships with and serving/expanding the portfolios of our Research clients. These teams share four distinct accountabilities: account planning, relationship cultivation, utilization maximization, and coordinating with product colleagues to ensure that we are best serving and impacting our clients. The Account Manager Client Services is a member of a relationship management team serving and renewing client portfolios, interacting with institutions and coordinating internal activities to understand client needs, driving client utilization and demonstrating value. The Account Manager works with specific institutions to provide visibility into membership utilization and thoughtfully tailor recommendations, focusing on serving program end users and a broad user base. Advisors ensure that service strategies are carried out beyond expectation, and client needs are surfaced and addressed quickly and proactively.

Responsibilities

• Interact directly with client to address client requests related to current portfolio and potential for upsell
• Lead value-add, relationship building interactions and execute against all actionable next steps
• Make strong recommendations for utilizing Advisory Board resources based on institutional, market and program knowledge
• Establish and execute specific recommendations outlined in partnership roadmap to inflect positive change
• Understand key market drivers and changes that may influence decisions as well as resource usage
• Independently cultivate and manage relationships with key contacts and end users to ensure they understand the resources available to them within membership
• Partner with leaders at non-provider organizations which could include life sciences, digital health, health plans and more
• Proactively monitor utilization for all clients within territory with an eye toward identifying gaps and developing a plan to maximize engagement
• Ensure data integrity and relationship knowledge management in Salesforce and Teams to ensure all relationship information is saved centrally
• Actively maintain advisory.com contact lists for broad user base
• Autonomously schedule and manage logistics for member interactions
• Develop content expertise on an ongoing basis to stay up to date on latest research offerings and enhance client service interactions
• Participate in strategy setting and information sharing about member health
• Proactively identifies outreach initiatives for scaled delivery
• Demonstrates strong teamwork and accountability

Requirements

• 2+ years of combined experience independently managing multiple clients and sales/sales support and serving as primary relationship owner
• 2+ years of experience working with Senior Executives
• Intermediate level of proficiency using MS Excel, MS Word, and MS Outlook
• Ability to travel up to 10% (nationwide/overnight)

Nice-to-haves

• Commercial experience renewing and/or selling contracts
• Experience using Salesforce
• Experience in a goal oriented and deadline driven environment
• Experience managing multiple, competing priorities
• Experience finding multiple solutions to a complex problem
• Teamwork experience (communication, responsibility, honesty, active listening, collaboration, awareness)
• Experience developing personal organization tactics to meet business goals
• Experience in the healthcare industry
• Experience in the life sciences industry

Benefits

• Comprehensive benefits package
• Incentive and recognition programs
• Equity stock purchase
• 401k contribution

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