Job Title: eCare Senior Account Executive 

Department/Unit: eCare

 Reports To: Senior VP of Account Management 

General Hours of Work: Monday - Friday (days) 

Exempt: Exempt (salaried) 

About this Opportunity:

The Senior Account Executive (Sr. AE) is responsible for managing high-value client relationships and driving strategic account growth. This position involves overseeing complex customer engagements, implementing retention strategies, and ensuring the successful integration and optimization of Avel eCare service lines. The Sr. AE will serve as the primary liaison between the client and Avel leadership, advocating for client needs and ensuring the delivery of excellent service. The role is crucial in fostering innovation, identifying revenue opportunities, and collaborating with internal teams to improve operational efficiencies.

ESSENTIAL FUNCTIONS:

Strategic Account Leadership:

• Manage and grow relationships with high-priority clients, acting as the main point of contact for executive stakeholders.
• Develop and execute strategic account plans with a focus on retention, revenue growth, and client satisfaction.
• Serve as an escalation point for complex customer issues, ensuring prompt resolution and long-term solutions.

Client Management:

• Lead customer and stakeholder meetings, including executive briefings, service reviews, and consultation sessions.
• Identify and pursue cross-sell/up-sell opportunities within accounts to enhance service line adoption and impact.
• Oversee service recovery processes, ensuring client satisfaction through tailored support strategies.

Collaboration & Coordination:

• Collaborate with Sales, Operations, Marketing, and Innovation teams to align strategies and drive business outcomes.
• Mentor and support Account Executives, fostering professional development and best practices.
• Work with leadership to refine client segmentation and prioritize resource allocation for optimal account management.

Data-Driven Insights:

• Analyze customer performance metrics, feedback, and industry trends to inform strategy and decision-making.
• Prepare and deliver detailed account reports, including financial performance, operational efficiencies, and service utilization.

Advocacy & Representation:

• Represent Avel eCare at medical associations, national conferences, and other professional forums to promote services and build relationships.
• Advocate for customer needs within Avel, ensuring alignment with organizational goals and service excellence.

ESSENTIAL QUALIFICATIONS:

Education and Experience:

• Bachelor’s degree in healthcare, Business Administration, Communications, or related field required; Master’s degree in Business Administration (MBA) or Healthcare Management preferred.
• At least 5 years of experience in account management, business development, or client relations, particularly in healthcare or telemedicine.
• Proven success managing high-value accounts and building strategic partnerships.
• Demonstrated ability to lead cross-functional teams and manage complex, multi-stakeholder projects.

Certification, Licensure, and/or Registrations:

• Valid driver’s license and insurable by Avel automobile liability insurance.
• Professional certifications in healthcare, business, or project management (e.g., PMP, CPAM) are a plus.

REQUIRED COMPETENCIES:

• Ethics and Values: Adheres to core values and beliefs in all circumstances.
• Customer Focus: Builds strong relationships and provides customer-centric solutions.
• Action-Oriented: Takes on new challenges with urgency, high energy, and enthusiasm.
• Problem-Solving: Able to navigate complex and sometimes contradictory information to resolve issues.
• Process Management: Knows and applies the most effective processes to achieve continuous improvement.
• Drive for Results: Achieves results consistently, even under difficult conditions.
• Presentation Skills: Delivers clear, tailored communication to various audiences effectively.

REQUIRED PHYSICAL ABILITIES:

• Regularly required to talk or hear.
• Frequently required to sit; occasionally required to stand, walk, or perform tasks like reaching and bending.
• Occasionally required to lift and/or move up to 10 pounds.
• Vision abilities include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

REQUIRED COMMUNICATION/MATHEMATICAL/REASONING SKILLS:

• Must possess skills to read, write, speak, and apply mathematical concepts and sound reasoning.
• Proficient in using a personal computer, particularly within the Windows operating system.
• Strong problem-solving, critical thinking, and multitasking skills are essential.

RESPONSIBILITIES & EXPECTATIONS:

• Apply Avel’s mission, vision, and core values to deliver high-quality care.
• Maintain confidentiality at all times.
• Work effectively in a team, coordinating workflow and ensuring productivity.
• Comply with safety principles, laws, and standards, including those of the Joint Commission.
• May be involved in organizational committees or boards.

WORK ENVIRONMENT:

• Exposure to communicable diseases may occur when working in a healthcare environment.
• The noise level in the work environment is typically moderate.

JOB CODE: 287