Client Success Executive

About Lantern

Lantern is the specialty care platform connecting people with the best care when they need it most. By curating a Network of Excellence comprised of the nation's top specialists for surgery, cancer care, infusions and more, Lantern delivers excellent care with significant cost savings to employers and their workforces. Lantern also pairs members with a dedicated care team, including Care Advocates and nurses, for the entirety of their care journey, helping them get back to good health, back to their families and back to work. With convenient access to specialists nationwide, Lantern means quality care is within driving distance for most. Lantern is trusted by the nation's largest employers to deliver care to more than 6 million members across the country. Learn more about us at lanterncare.com. 

Client Success Executive (CSE)

The Client Success Team is looking for a Client Success Executive responsible for the short- and long-term success of our largest client relationships.CS Executives are responsible for developing and executing strategic plans for client accounts and maximizing the value of the Lantern partnership.  The ideal candidate will have a background in strategic client relationship management and sales, with demonstrated success in partnering with clients to achieve their goals and in retaining and growing our relationship with them.  This position requires creative out-of-the-box thinking, a problem-solving and results oriented mindset, and the ability to transform data into actionable insights for clients. Successful Executives are entrepreneurial, excellent communicators, have a growth-minded, and are goal-oriented relationship builders.

Location: Remote | USA | Travel Required

Responsibilities:

• Successfully manage the overall relationship with the client and all stakeholders. 
• Develop service strategy to ensure renewal and growth of client accounts and retention of members for assigned accounts. 
• Develop plans to increase client revenue and profitability through better utilization of network, pricing strategies, and communication of new and enhanced offerings. 
• Ensure both company and client objectives, expectations and goals are being met. 
• Exercise judgement in handling client discussions, escalations and issue resolution. 
• Demonstrate proactive ability to diagnose and fix root cause drivers of service and/or delivery problems.
• Develop and manage strategic plans in the most proactive and strategic manner possible and find new and innovative ways to show clients the value of the products and services purchased. 
• Proactively identify potential service issues and takes steps to resolve identified issues. 
• Lead and mentor account managers to resolve simple and complex issues as well as develop solutions proactively. 
• Successfully onboard new clients in a manner that sets them up for continued success.
• Conduct professional and productive in-person meetings with clients.
• Willingness to travel up to 20% of the time to clients, Lantern headquarters (Dallas) and appropriate industry events.  

Requirements:

• Bachelor’s degree required.
• Extensive experience in healthcare industry, focus on self-funded benefits industry required.
• 5+ years of job-related experience in a strategic account management role within the human capital, healthcare or benefits industry required. 
• Healthcare start-up experience strongly preferred (point solution, navigation, disease management).
• Direct experience handling portfolios consisting of multiple Fortune 500 and/or large public Sector Clients preferred. 
• Ability to engage interpersonally with all levels within an organization, including C-suite. 
• Process-driven and strong analytical skills and insights.
• Strong leadership and influence management skills, ability to motivate Client Success Managers to support client portfolios. 
• Ability to thrive in a matrixed organizational structure.
• Motivated team player with a positive collaborative attitude. 
• Ability to work in fast-paced, start-up like environment. 
• Excellent verbal and written communication skills.
• High energy Level, willing to contribute to establishing a world class corporate culture.

Benefits

About You:

• You use LOGIC in your decision making and understand that progress is critical to making change. You focus on the execution of your content while balancing a fast-paced environment and you take the time to celebrate both the small & big wins. 
• INCLUSION is a core tenant of your personal beliefs. A diverse and inclusive environment is incredibly important to you. You understand and desire to be a part of a diverse team with different experiences and perspectives & you cherish the differences in each individual that you interact with.
• You have the GRIT, drive and ambition to tackle big problems. Big problems require big ideas and a team that supports new ideas. 
• You care deeply for your customers are driven to keep HUMANITY in all decisions. Your customers aren’t just the individuals using your product. They are the driving factor in your motivation to make a change.
• Integrity guides you in life. Focusing on the TRUTH vs. giving people the answers they want to hear. 
• You thrive in a Team Environment. Collaboration is key in innovation and creating change.

These pillars of LIGHT are a reminder to our team that we are making a difference by providing guidance and support in navigating the often complex and confusing landscape of healthcare. We hope that through this LIGHT, individuals can find their way to the best care, resources, and support they need to get back to life. 

If this sounds like you, we would love to connect to speak further about career opportunities at Lantern.

Please apply to our role & someone from our Talent Acquisition Team will reach out to help you navigate our interview process.

Lantern does not discriminate on the basis of race, sex, color, religion, age, national origin, marital status, disability, veteran status, genetic information, sexual orientation, gender identity or any other reason prohibited by law in provision of employment opportunities and benefits.