Customer Strategy Consultant

JOB SUMMARY

This job connects the evolving needs of clients with the developments in organizational business strategy and operations.  The incumbent is responsible for building relationships with internal subject matter experts, helps to craft powerful value propositions, and positions value stories appropriately to grow and retain business.  Responsible for defining and sharpening the value propositions for new products and services as reflected in go-to-market materials, sales training content, and Requests for Proposals (RFPs).  The incumbent takes ownership of market content used by the sales organization, writing and maintaining language in the reference library.  This job supports Highmark Health Plan’s go-to-market sales narratives and messaging for our products, networks, reimbursement, clinical services, UM, and health plan operations in a powerful and compelling way that establishes competitive advantage.  The incumbent is responsible for understanding trends in client demand, as expressed both in interactions with Client Managers, competitive intelligence, and indirectly through RFP questions. The role proactively curates an understanding of changing elements of the Organization’s internal workings, including changes in products, network, reimbursement, and various parts of its operations, and works with sales to position these services to meet client needs. Partners with stakeholders to continuously inventory current and emerging products/services and develop overall and segment-specific value propositions, updating them as proof points and outcomes become available.   Establishes and maintains a process for a feedback loop between the Sales Organization and internal Subject Matter Experts to make sure our messages are continuously enhanced and positioned competitively.

This role can be hybrid or remote. if you live within 50 miles of an office you are required to be onsite 3 days a week. T, W, Th.

ESSENTIAL RESPONSIBILITIES

• Collaborate with matrixed partners to define and refine Highmark Health Plan’s sales narratives in a compelling way that establishes competitive advantage. Work with leaders of various operational areas to understand what business strategies should be communicated to clients proactively, and how each should be prioritized.  Establish and maintain a process for providing insights to business areas from the sales org and RFP feedback.  Regularly, (i.e. quarterly), brief operational leaders on the trends observed to inform strategic business decisions.

• Establish collaborative relationships with Sales leads and establish and maintain a process for gaining market insights, and prioritizing messaging needs. Develop keen understanding of the nuances of different sales markets and consult on the positioning of products and services to meet client needs and achieve sales targets

• Partner with marketing to develop value propositions and success stories externally, helping the Organization to be viewed as competitive, driving a valued member experience, and innovative.

• Work with the design team to develop Strategic Sales Messaging Collateral, ensuring that the “best of Highmark” is being communicated.  

• Coach Content Strategists and Content Coordinators as they analyze and distill information from RFP responses and Sales Team members regarding trends in the market.

• Ensure appropriate Health Plan initiatives, products, and services are represented in the Highmark Sales Training Curriculum.

• Other duties as assigned or requested.

EDUCATION

Required

• Bachelor's Degree in Business Administration/Management, Marketing, Healthcare Related, or Communications or relevant experience and/or education as determined by the Company in lieu of bachelor’s degree

Preferred

• Master's Degree Business Administration/Management, Marketing, Healthcare Related, or Communications

EXPERIENCE

Minimum

• 3 years deep healthcare or clinical services expertise

• 3 years Sales, Consulting or Strategy experience

Preferred

• 3 years Marketing or Design experience

• 3 years Customer-facing communications (e.g. sales, consulting, strategy, B2B Campaigns, Sell-in PowerPoint, etc) in the Healthcare product or Service industry 

LICENSES or CERTIFICATIONS

Required

• None

Preferred

• None

SKILLS

• Strong interpersonal skills and the ability to influence others  

• Strong communication skills; both written and verbal

• Strong organizational skills, maintaining content

• Action-oriented, and able to produce value stories against sales, RFP timelines

•  Demonstrated learning agility when faced with complex business and communications challenges

• Ability to synthesize overall strategies and value stories that span the enterprise 

• Ability to convert data and insights into salient and persuasive success stories

• Ability to work well within a highly matrixed organization

• Possesses broad knowledge of key Highmark operational areas (e.g., PNR, Clinical, Operations)

• Understands sales management leading practices 

Language: (Other than English)

None

Travel Requirement

0% to 25%

PHYSICAL, MENTAL DEMANDS and WORKING CONDITIONS

Position Type

Office-based or Remote

Teaches / trains others regularly

Rarely

Travel regularly from the office to various work sites or from site-to-site

Rarely

Works primarily out-of-the office selling products/services (sales employees)

Never

Physical work site required 

Yes

Lifting: up to 10 pounds

Constantly

Lifting: 10 to 25 pounds

Occasionally

Lifting: 25 to 50 pounds

Rarely

Disclaimer: The job description has been designed to indicate the general nature and essential duties and responsibilities of work performed by employees within this job title. It may not contain a comprehensive inventory of all duties, responsibilities, and qualifications required of employees to do this job.
Compliance Requirement: This job adheres to the ethical and legal standards and behavioral expectations as set forth in the code of business conduct and company policies.
As a component of job responsibilities, employees may have access to covered information, cardholder data, or other confidential customer information that must be protected at all times.  In connection with this, all employees must comply with both the Health Insurance Portability Accountability Act of 1996 (HIPAA) as described in the Notice of Privacy Practices and Privacy Policies and Procedures as well as all data security guidelines established within the Company’s Handbook of Privacy Policies and Practices and Information Security Policy. 
Furthermore, it is every employee’s responsibility to comply with the company’s Code of Business Conduct. This includes but is not limited to adherence to applicable federal and state laws, rules, and regulations as well as company policies and training requirements.

Pay Range Minimum:

Pay Range Maximum:

Base pay is determined by a variety of factors including a candidate’s qualifications, experience, and expected contributions, as well as internal peer equity, market, and business considerations.  The displayed salary range does not reflect any geographic differential Highmark may apply for certain locations based upon comparative markets.

Highmark Health and its affiliates prohibit discrimination against qualified individuals based on their status as protected veterans or individuals with disabilities and prohibit discrimination against all individuals based on any category protected by applicable federal, state, or local law.

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