VP Client Engagement Retail

VP Client Engagement

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. This individual will develop strategic account plans for their assigned accounts and work closely with Operations teams to ensure execution against those plans. Lead RFP responses for those accounts.

Responsibilities

Develop and manage strategic account plans for assigned accounts. Read out on results against the plans to senior leadership.

Lead RFP responses for assigned accounts.

Develop, foster, and maintain broad relationships with customer accounts :

Liaison between the company and its clients or prospects. Serves as the client's / prospect'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.

Communicate any client needs / ideas for future development to meet the client's requirements and expectations.

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 the 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 the company communications closely aligned with changing client issues, requirements, and attitudes.

Synthesize and articulate key findings as appropriate for operations, sales, finance, and product development and executive audiences using sound financial and market analysis. Proactively present strategic recommendations.

Work closely with sales, operations, and management to ensure ongoing customer satisfaction. Team with sales executives to identify sales opportunities and provide support.

Report weekly to VP, GTM Retail on overall client satisfaction levels, new client issues, and unresolved client matters and customer requested needs.

Actively work with operating teams to bring client issues to a close while maintaining client satisfaction levels.

Assist with various marketing efforts, including attending trade shows / conferences, participating in webinars, and responding to RFPs.

Hire, develop, coach, lead, and retain top-tier talent, with a focus on building and improving a team and culture that is able to assist in employing best in class practices to support and drive high levels of internal and external customer satisfaction.

Complete all responsibilities as outlined in the annual performance review and / or goal setting. Required.

Complete all special projects and other duties as assigned.

Must be able to perform duties with or without reasonable accommodation.

Qualifications

B.S. or M.B.A. in Business Administration or related degree is strongly preferred. A strong working knowledge of retail industry business operations is required. Senior executive with proven experience in growing and developing business in the Retail and analytics space with strong competencies in strategic planning, operations, marketing, product management, and business planning.

Fifteen (15) years' experience required in the retail industry with strong presentation skills, customer (internal / external) problem diagnostics and solution design, tactical scheduling, and strong contract knowledge. Demonstrated ability to maintain a high level of ethics.

Excellent communicator and leader who is results-oriented and diplomatically assertive. Requires the ability to synthesize and utilize data, mentor staff, and be a successful team builder.

Establish professional relationships at all levels of key client organizations, including C-level executives, vice presidents, and department managers. Understand the client's strategic objectives and assist the client in positioning Cotiviti's products into their long-term goals.

Strong customer engagement skills are required, with the ability to establish and maintain multi-level customer relationships, which is key to fully understanding client goals.

Willingness / availability to travel 40% as required.

Strong interpersonal skills required. Able to anticipate, identify, and resolve simple to complex problems. Proactive individual with strong troubleshooting skills. Strong written and oral communication skills required. Demonstrated ability to multitask in a fast-paced environment.

Excellent personal computer skills in Microsoft Word, Excel, PowerPoint, and Outlook.

Mental Requirements :

Communicating with others to exchange information.

Assessing the accuracy, neatness, and thoroughness of the work assigned.

Physical Requirements and Working Conditions :

Remaining in a stationary position, often standing or sitting for prolonged periods.

Repeating motions that may include the wrists, hands, and / or fingers.

Must be able to provide a dedicated, secure work area.

Must be able to provide high-speed internet access / connectivity and office setup and maintenance.

No adverse environmental conditions are expected.

Base compensation ranges from $185,000 to $225,000 per year. Specific offers are determined by various factors, such as experience, education, skills, certifications, and other business needs. This role is eligible for discretionary bonus consideration.

Cotiviti offers team members a competitive benefits package to address a wide range of personal and family needs, including medical, dental, vision, disability, and life insurance coverage, 401(k) savings plans, paid family leave, 9 paid holidays per year, and 17-27 days of Paid Time Off (PTO) per year, depending on specific level and length of service with Cotiviti. For information about our benefits package, please refer to our Careers page.