Client Experience Lead

Collaborate with the Account Team to support the renewal process and contribute to a seamless customer experience for a defined portfolio of Commercial accounts. Support key customer-specific initiatives, manage escalated support inquiries and drive proactive engagement to ensure customer satisfaction and retention. Leverage a strong understanding of client business needs and product offerings to help deliver tailored solutions and maintain strategic alignment.

Accountabilities:

• Client Project Management: Lead and coordinate customer-specific projects, including collaboration with the Commercial Center of Excellence (e.g., Mental Health Parity)
• Process Documentation: Develop and maintain clear, comprehensive documentation of client-specific processes and workflows to ensure consistency and transparency
• Internal Collaboration: Act as a liaison between internal teams (e.g., Pharmacy, Health Services) to align on deliverables and ensure timely execution of client needs.
• Custom Reporting Support: Facilitate the development and delivery of tailored reports that provide actionable insights for clients.
• Strategic Communication Coordinator: Collaborate with internal stakeholders to craft and deliver consistent messaging that supports organizational updates, initiatives and strategic priorities.
• Regulatory Support: Provide guidance and coordination on regulatory matters impacting client accounts, ensuring compliance and timely communication.
• Other Duties as Assigned: Flexibility support additional responsibilities as needed to meet evolving business and client needs.

Minimum Qualifications:

• Bachelor's degree or equivalent experience in related field
• 7 years of related work experience beyond degree

Strong Preferred Qualifications:

• Proven experience in project management, preferably in client management or customer service role
• Strong problem-solving skills with a track record of managing complex issues
• Excellent communication and interpersonal skills to effectively collaborate with cross-functional teams
• Strong analytical and critical thinking skills
• Excellent organizational and time management abilities
• Ability to work independently and as part of a team
• Adaptability to changing client needs and project requirements

This position is an Office role, which requires an employee to work onsite at our Minnetonka, MN or Madison, WI office on average, 3 days per week.

The full salary range for this position is $78,800-$135,000. Annual salary range placement will depend on a variety of factors including, but not limited to, education, work experience, applicable certifications and/or licensure, the position's scope and responsibility, internal pay equity and external market salary data. In addition to base compensation, this position may be eligible for incentive plan compensation in addition to base salary. Medica offers a generous total rewards package that includes competitive medical, dental, vision, PTO, Holidays, paid volunteer time off, 401K contributions, caregiver services and many other benefits to support our employees.

The compensation and benefits information is provided as of the date of this posting. Medica's compensation and benefits are subject to change at any time, with or without notice, subject to applicable law.

We are an Equal Opportunity employer, where all qualified candidates receive consideration for employment indiscriminate of race, religion, ethnicity, national origin, citizenship, gender, gender identity, sexual orientation, age, veteran status, disability, genetic information, or any other protected characteristic.