The Phia Group
The Phia Group is comprised of The Phia Group, LLC and Phia Group Consulting, LLC (“PGC”), and is a service-oriented organization assisting employee health plans nationwide. We provide our clients with innovative cost-cutting solutions and constantly expanding service offerings. We continue to enjoy growth thanks to our most valuable resource – our talented and committed team.
The Client Success Account Executive is at the forefront of relationship management within our business to enhance existing client relations responsible for aiding in client satisfaction and client management. The position is similar to CSM 3 except for that CSE has more experience, manages a larger client portfolio (relative to CSM 3) and has meaningful interactions with client showing strong relationships with upper management (C-Suite) and shows significant tangible ability to shape the growth of the client relationship. For all intents and purposes, this role is the face of The Phia Group.
He or She will create and implement strategies and policies related to account management with an understanding and emphasis on increasing client success and client retention in line with department objectives. It is the goal to understand our client’s overall business needs and serve to meet the clients demands, while building strong and lasting relationships.
At The Phia Group, whose mission is to provide high quality yet affordable healthcare to American employees and their families, you can look forward to not only unparalleled benefits for yourself but also being immersed in a company, one that recently celebrated its 25th anniversary, named one of USA Today’s Top Workplaces for 2025. Meanwhile, Louisville Business First also recognized our unwavering commitment to upholding an internal culture of inclusivity, enjoyment, and empathy for our valued employees by listing The Phia Group among its 2025 Best Places to Work.
Essential Duties and Responsibilities
Oversee clients as assigned by CST Leadership
Understand the full product process from data through case handling
Generate client-specific reports and performance metrics on a regular basis, as needed by specific clients
Proactively engage clients in regular communication regarding performance reporting & hold regular, recurring client review meetings, with clients
Responsible for coordination of all client reporting
Be willing and able to travel for client meetings or conferences (as needed).
Track all client communications, questions, and concerns, relaying to Phia business leaders.
Meet with clients to review client issues and value delivered by Phia
Contribute to maintenance, and upselling services to grow account
Issue management and resolution tracking for client between client and operations. Manage to resolution.
Meet regularly with Phia business leaders and executive teams to discuss relevant issues.
Support contract issues and renewals
Lead implementations, calls and meetings, coordinate client deliverables, liaison with client post implementation.
Maintain opportunities in Salesforce and maintain notes
Support sales efforts as determined by manager
Collaborate on new processes for growing and maintaining accounts, along with establishing benchmarks for quality service
Direct the flow of information through appropriate sources (reporting requests, consulting requests, claims recovery requests etc.)
Maintain constant quality control and gauge client satisfaction
Routine outreach to existing clients to find upselling opportunities
Analyze client data to determine problem areas, red flag areas of improvement, and opportunities for increased service utilization
Creating meeting agendas, folders, proposals, and other collateral that supports the client management process
Experience and Qualifications
At least 10 years working at a TPA
Bachelor’s degree or equivalent combination of education and experience preferred
Ability to listen and communicate (written and verbal) with all levels of staff and clients
Proficient in Microsoft Word, Excel, and Outlook applications
Ability to perform at a high level in a fast paced, ever-changing work environment
Ability to anticipate work needs and follow through with minimal direction
Ability and desire to travel up to 45%
Excellent organizational, time management, and prioritization skills
Proven ability to pay keen attention to detail
Experience in sales, account management and or legal services is preferred
Strong desire for client facing work and regular interaction with our partners
Working Conditions / Physical Demands Sitting at workstation for prolong periods of time. Extensive computer work. Workstation may be exposed to overhead fluorescent lighting and air conditioning. Fast paced work environment. Operates office equipment including personal computer, copiers, and fax machines.
This job description is not intended to be and should not be construed as an all-inclusive list of all the responsibilities, skills or working conditions associated with the position. While it is intended to accurately reflect the position activities and requirements, the company reserves the right to modify, add or remove duties and assign other duties as necessary.
External and internal applicants, as well as position incumbents who become disabled as defined under the Americans with Disabilities Act, must be able to perform the essential job functions (as listed here) either unaided or with the assistance of a reasonable accommodation to be determined by management on a case by case basis.
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The Client Success Account Executive is at the forefront of relationship management within our business to enhance existing client relations responsible for aiding in client satisfaction and client management. The position is similar to CSM 3 except for that CSE has more experience, manages a larger client portfolio (relative to CSM 3) and has meaningful interactions with client showing strong relationships with upper management (C-Suite) and shows significant tangible ability to shape the growth of the client relationship. For all intents and purposes, this role is the face of The Phia Group.
He or She will create and implement strategies and policies related to account management with an understanding and emphasis on increasing client success and client retention in line with department objectives. It is the goal to understand our client’s overall business needs and serve to meet the clients demands, while building strong and lasting relationships.
At The Phia Group, whose mission is to provide high quality yet affordable healthcare to American employees and their families, you can look forward to not only unparalleled benefits for yourself but also being immersed in a company, one that recently celebrated its 25th anniversary, named one of USA Today’s Top Workplaces for 2025. Meanwhile, Louisville Business First also recognized our unwavering commitment to upholding an internal culture of inclusivity, enjoyment, and empathy for our valued employees by listing The Phia Group among its 2025 Best Places to Work.
Essential Duties and Responsibilities
Oversee clients as assigned by CST Leadership
Understand the full product process from data through case handling
Generate client-specific reports and performance metrics on a regular basis, as needed by specific clients
Proactively engage clients in regular communication regarding performance reporting & hold regular, recurring client review meetings, with clients
Responsible for coordination of all client reporting
Be willing and able to travel for client meetings or conferences (as needed).
Track all client communications, questions, and concerns, relaying to Phia business leaders.
Meet with clients to review client issues and value delivered by Phia
Contribute to maintenance, and upselling services to grow account
Issue management and resolution tracking for client between client and operations. Manage to resolution.
Meet regularly with Phia business leaders and executive teams to discuss relevant issues.
Support contract issues and renewals
Lead implementations, calls and meetings, coordinate client deliverables, liaison with client post implementation.
Maintain opportunities in Salesforce and maintain notes
Support sales efforts as determined by manager
Collaborate on new processes for growing and maintaining accounts, along with establishing benchmarks for quality service
Direct the flow of information through appropriate sources (reporting requests, consulting requests, claims recovery requests etc.)
Maintain constant quality control and gauge client satisfaction
Routine outreach to existing clients to find upselling opportunities
Analyze client data to determine problem areas, red flag areas of improvement, and opportunities for increased service utilization
Creating meeting agendas, folders, proposals, and other collateral that supports the client management process
Experience and Qualifications
At least 10 years working at a TPA
Bachelor’s degree or equivalent combination of education and experience preferred
Ability to listen and communicate (written and verbal) with all levels of staff and clients
Proficient in Microsoft Word, Excel, and Outlook applications
Ability to perform at a high level in a fast paced, ever-changing work environment
Ability to anticipate work needs and follow through with minimal direction
Ability and desire to travel up to 45%
Excellent organizational, time management, and prioritization skills
Proven ability to pay keen attention to detail
Experience in sales, account management and or legal services is preferred
Strong desire for client facing work and regular interaction with our partners
Working Conditions / Physical Demands Sitting at workstation for prolong periods of time. Extensive computer work. Workstation may be exposed to overhead fluorescent lighting and air conditioning. Fast paced work environment. Operates office equipment including personal computer, copiers, and fax machines.
This job description is not intended to be and should not be construed as an all-inclusive list of all the responsibilities, skills or working conditions associated with the position. While it is intended to accurately reflect the position activities and requirements, the company reserves the right to modify, add or remove duties and assign other duties as necessary.
External and internal applicants, as well as position incumbents who become disabled as defined under the Americans with Disabilities Act, must be able to perform the essential job functions (as listed here) either unaided or with the assistance of a reasonable accommodation to be determined by management on a case by case basis.
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