VP Client Engagement

## Overview The focus of the VP, Client Engagement is to develop and execute against growth, renewal and retention strategies on their customers within the top customer tier. The VP Client Engagement 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 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. - May include relationship management of customers in the Top 40 category, as defined by revenue, product mix, and strategic elements. - Ensure effective communication with clients regarding new edits and system issues and upgrades. Communicate any client needs/ideas for future development to meet client's requirements and expectations. - Review client data to manage and monitor edit savings and identify potential problems with overrides, revenue or invoicing. - Enter and maintain assigned customer records in the Customer Relationship Management (CRM) database as required. - 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, 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 SVP, Client Engagement 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. - Department responsibilities also include creating and financial forecasts to support corporate and finance initiatives. 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 a related degree is required. - Strong working knowledge of health insurance industry business operations is required. A senior executive with proven experience in growing and developing businesses in the healthcare information and analytics space with strong competencies in strategic planning, operations, marketing, product management, and business planning. - Must have between 10-15 years of experience in the healthcare industry with strong presentation skills, customer (internal/external) problem diagnostics and solution design, tactical scheduling, strong contract knowledge, and HIPAA compliance related to the company’s Business Associate classification. - Demonstrated ability to maintain a high level of ethics. - Excellent communicator and leader who is results-oriented and diplomatic…