Senior Customer Success Manager

• Apr 2022 - Present

Principal, Lead Health and Benefits Consultant

• Jul 2021 - Apr 2022

Served as a Lead Consultant and subject matter expert for middle and large market clients across various industries. Responsible for planning and deploying multi-year health and benefit strategies through a full scope of domestic and global consultant services. Oversaw and managed complex client engagements including M&A activity, administration of the client’s overall service delivery, multi-year strategy roadmaps, financial evaluation, communication and engagement, benefit plan development, renewal strategy, guidance on regulatory and compliance items, best practices and benchmarking, and health and benefit service procurement to address complex client issues and cost efficiencies. Managed and coached multiple team members, assigning roles and responsibilities with the goal of meeting the components within the client’s statement of work. Cultivated and maintained effective vendor and carrier relationships that served our clients in benefits procurement, administration and cost competitiveness. Mentored Associate level colleagues, providing ongoing career advice, health care industry training, and complex project guidance. • Expanded client revenue and profitability through thoughtful and strategic cross and up-sell activities based on clients’ goals and initiatives. • Continuously managed client’s statement of work, and scope of services to ensure team stayed within overall projected budget with goal of identifying strategic revenue opportunities through project expansion and cross-LOB sales. Show less

Senior Strategic Account Executive, National Accounts at Blue Cross and Blue Shield of Illinois

• Feb 2020 - Jul 2021

Served as the strategic lead for 9 National Account clients with over 30,000 eligible employees, delivering thoughtful guidance for their organization’s long- and short-term health care goals. Developed and maintained internal and external relationships, ensuring ongoing client satisfaction. Presented and negotiated complex medical and pharmacy renewal proposals with the goal to retain and grow the book of business while achieving our organization’s margin goals. Reviewed various claims and analytic insights to deliver strategic quarterly and annual utilization review meetings. Through those insights, provided recommendations to mitigate trend increases, increase employee engagement, education and consumerism. Co-led the Sales and Account Management Council – identified opportunities to collaborate and share best practices with an eye towards improving one’s knowledge base, consistency of messaging across the enterprise, and refined value stories for the organization’s key products. Mentored and trained both Account Managers and Interns, building a curriculum to ensure they excel in their current roles and prepare them for the Strategic Account Executive role.• Presented and negotiated complex medical and pharmacy renewals as well as new business proposals to grow the book of business. Achieved a 100% renewal retention rate and grew our organization’s revenue goals.• Met annual sales goals through upsell activities including membership growth, care management program upgrades, ancillary lines of coverage, stop loss, and concierge customer service programs. Show less

Strategic Account Executive, National Accounts

• Apr 2017 - Feb 2020

Account Executive, National Accounts

• Nov 2013 - Apr 2017

Served as a tactical point of contact to 10 complex National accounts with over 100,000 in membership for implementation assistance, ongoing management of client requests and escalations, client analytic requests, and long- and short-term benefit design strategy including account structure and benefit plan design enhancements for the current and upcoming benefit-plan year.• Led multiple implementation projects within assigned book of business including the Mercer Marketplace Exchange, HDHP plan roll out, Select Networks, high-stake implementations with over 17,000 new members with multiple products, and company acquisitions and demergers.• Assisted with the training and development of new Account Executives to broaden their knowledge base and foster their understanding of what it means to live a Customer First Culture. Show less

Senior Marketing Service Representative, Large Group

• Jun 2011 - Nov 2013

Acted as a secondary point of contact to over large group commercial and hospital accounts. Supported the account executive in the servicing and renewing of business as well as managing multiple daily inquiries and assignments from clients and brokers. Generated detailed daily and monthly Blue Insight reporting requests for brokers and group administrators. Delivered presentations to group administrators and their employees on the Blue Access for Employer and Member portals and assisted group administrators in the implementation and delivery of their open enrollment meetings.• Successfully completed over 50 large group renewal documents for commercial and hospital account’s HMO and PPO benefit plans and reviewing of their certificate booklets. Show less