Client Retention Executive - REMOTE
Role and ResponsibilitiesThe Client Retention Executive will drive client loyalty and retention, build strong relationships, and reinforce Liviniti’s value as a trusted partner. The Client Retention Executive will oversee client renewal processes, employ proactive engagement strategies, and ensure seamless coordination across teams to maintain high client satisfaction. By anticipating client needs and solidifying partnerships, the Client Retention Executive will foster “raving fans” who see Liviniti as indispensable to their business. The Client Retention Executive is expected to perform these and additional duties and responsibilities professionally and efficiently, contributing to the overall success of Liviniti: - Client Retention & Relationship Building
- Develop and maintain strong connections with clients and their brokers, prioritizing actions that add value and create "stickiness" with Liviniti services.
- Regularly engage with clients through strategic touchpoints, addressing potential challenges and identifying opportunities for enhanced support.
- Data Analysis & Risk Management
- Monitor and analyze renewal data to flag at-risk accounts early and generate detailed client retention reports.
- Utilize data insights to guide strategic decision-making and mitigate churn, delivering actionable recommendations for improvement.
- Client Engagement & Proactive Outreach
- Partner with Account Executives to formulate personalized retention strategies and conduct outreach well ahead of renewal dates.
- Lead client feedback sessions and surveys, capturing insights that inform continuous improvement in client services.
- Cross-functional Collaboration
- Coordinate with sales, account management, and product teams to streamline renewals and address client requirements effectively.
- Participate actively in cross-functional meetings to share renewal insights and co-create strategies that support long-term retention goals.
- Retention Strategy Development
- Innovate and deploy targeted retention initiatives tailored to various client segments, adapting strategies based on feedback and performance metrics.
- Collaborate on refining renewal workflows, incorporating client insights for a client-centered renewal process.
- Documentation & Reporting
- Maintain meticulous records of client interactions, renewal status, and feedback within Salesforce to ensure seamless continuity and accountability.
- Present monthly and quarterly reports on renewal progress, retention success, and strategic plans for senior leadership.
- Continuous Improvement & Industry Awareness
- Stay updated on industry trends, best practices, and competitor approaches in client retention to bring leading-edge strategies to Liviniti.
- Suggest enhancements for processes and tools, advocating for improvements that elevate client experience and streamline the renewal journey.
- Additional Responsibilities
- Abides by all obligations under HIPAA related to Protected Health Information (PHI).
- If a HIPAA violation is discovered, whether individually or by another, you must report the violation to the Compliance Officer and/or Human Resources.
- Attends, completes, and demonstrates competency in all required HIPAA Training offered by the company.
- Flexibility to understand, appreciate, and embrace that this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee. Duties, obligations, and activities may change, or new ones may be assigned at any time with or without notice.
What we have to offerOur benefits package is designed to keep our employees happy and healthy - physically, mentally and financially.- Medical, Dental, Vision insurance
- Disability and life insurance
- Employee Assistance Program
- Generous Paid-Time Off
- Annual Reviews and Development Plans
- Retirement Plan with company match immediately 100% vested
- Some flexibility in hours is allowed, but the employee must be available during the “core” work hours
Required Skills and Competencies- Customer-Centric Mindset: Prioritizes client needs, ensuring every interaction adds value and reinforces client trust.
- Data-Driven Decision-Making: Applies data insights to identify trends, predict client needs, and prevent churn.
- Effective Communication: Clearly articulates complex ideas and fosters productive dialogues with clients and teams.
- Proactive Collaboration: Seeks input, aligns cross-functional goals, and coordinates resources to support seamless renewals.
- Sense of Urgency: Responds promptly to client requests and proactively addresses retention risks.
- Results-Driven: Committed to achieving high renewal rates and advancing client relationships.
Supervisory Responsibility N/A Position Type and Expected Hours of Work- Full-time/Salaried/Exempt.
- Some flexibility in hours is allowed, but the employee must be available during the “core” work hours of 8:00 AM to 5:00 PM CT. We cover clients from the West to East Coast, work times must be adjusted to cover meetings in all time zones. Ability to work extended hours, weekends, and holidays pursuant to industry demands.
TravelThis position requires up to 10% travel. Frequent travel is outside the local area and overnight. Required Education and Experience- Bachelor’s degree in business, Marketing, or a related field.
- 5-10 years in a client-facing role, ideally within sales, business development, renewals, account management, or customer success.
- Analytical proficiency, with hands-on experience in Excel, CRM software, and, preferably, data visualization tools such as Tableau or Power BI.
- Strong interpersonal skills and familiarity with client retention strategies and best practices.
- Previous experience within Pharmacy Benefits Management (PBM) or healthcare industry preferred.
Liviniti, LLC provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics. In addition to federal law requirements, Liviniti, LLC complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training. Liviniti, LLC expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of Liviniti, LLC employees to perform their job duties may result in discipline up to and including discharge. EOE M/F/D/V |
