About this role
Drive Client Outcomes & Value
Deliver measurable client value by aligning solutions to client goals, KPIs, and performance
expectations.
Develop and execute a client value plan aligned to business goals, KPIs, and ROI commitments.
Establish ongoing value storytelling that communicates measurable outcomes to executives and
stakeholders.
Build a deep, strategic understanding of each client’s business, objectives, competitive
environment, and stakeholder landscape.
Ensure clients adopt, engage with, and love the full product suite—driving utilization,
satisfaction, and impact.
Lead retention and expansion initiatives, driving revenue through long-term partnership growth.
Proactively prevent and detect issues before they escalate, safeguarding client health and
product engagement.
Own adoption strategies across the full Transcarent | Accolade product suite, driving
predictable utilization and impact, not just reporting on usage.
Build and maintain client-specific value plans that tie solutions directly to client KPIs,
performance guarantees, and ROI commitments, and proactively course-correct when off-track.
Leverage Strong Expertise in Client Data and Strategy
Analyze and communicate insights related to KPIs, engagement patterns, claims trends, and ROI
to drive data-backed decisions.
Synthesize client KPIs, engagement trends, claims insights, and business performance into a
cohesive narrative that drives strategic decisions.
Continuously monitor leading indicators to forecast risks and identify emerging opportunities.
Stay informed on each client’s business performance, leadership changes, and industry news to
anticipate shifts and opportunities.
Create clear data narratives that connect engagement, claims, and clinical outcomes to business
impact for executive and operational audiences.
Translate complex data into clear, actionable insights for client stakeholders at all levels.
Use leading indicators and forecasting to anticipate risks and opportunities, not just explain past
performance.
Be Consultative & Proactive
Develop a consultative POV grounded in industry trends, benchmarking, and best practices to
guide client strategy – coming to meetings with recommendations, not just updates.
Serve as a strategic advisor who anticipates needs, shapes client roadmaps, and influences
executive-level decisions. Anticipate client needs and questions before they arise, bringing thoughtful recommendations,
not just updates.
Detect early warning signs (e.g., declining usage, low engagement) and take swift, strategic
action.
Lead structured root-cause analyses for client issues; define and drive long-term, systemic fixes
that prevent recurrence rather than one-off patches.
Share best practices, industry learnings, and expertise to enhance client strategy and outcomes.
Create Strong, Multi-Threaded Relationships
Build strong, multi-level relationships that unlock strategic access, enable influence, and foster
deep advocacy across client organizations, including:
o Executive Leadership
o Day-to-Day Partners
o Influencers & Champions
o External Consultants
Foster advocacy by ensuring clients see and feel consistent value, ultimately turning them into
brand champions.
Intentionally convert satisfied stakeholders into visible advocates, references, and executive
sponsors.
Secure client references, testimonials, and participation in market-facing opportunities.
Execute Operational Excellence with Precision
Maintain rigorous operational governance, including CRM accuracy, risk registers, playbooks,
and structured preparation for all client interactions.
Drive internal alignment by delivering clear, data-backed insights to influence product,
marketing, clinical, and operational roadmaps.
Establish clear communication channels and ensure timely, reliable follow-through on all
commitments.
Maintain disciplined issue tracking, risk management, and escalation processes.
Provide strategic feedback to cross-functional partners (Product, Marketing, Operations,
Clinical) to influence roadmap and service improvements.
Own cross-functional coordination across Implementation, Solutions, Product, Clinical, and
Marketing to deliver a unified client strategy and roadmap.
Establish and maintain disciplined governance: structured QBR/SBR cadences, CRM hygiene, risk
and issue logs, and clear decision/owner tracking that can be replicated across accounts.
Drive Growth, Renewals & Client Expansion
Lead renewal and expansion strategies end-to-end, including identifying whitespace, shaping
solution design, and partnering with Sales to close multi-year, multi-solution deals.
Co-create multi-year roadmaps with clients that tie Transcarent platform expansion to their
long-term cost, quality, and experience strategy.
Identify strategic whitespace opportunities and execute consultative expansion plans that
deepen partnership value. Identify and execute on expansion opportunities through consultative, client-centric sales
motions.
Deliver compelling presentations and facilitate executive-level engagements to communicate
value and strategy.
Support marketing and engagement strategies to drive member participation and utilization.
What we’re looking for
Experience & Expertise
10+ years in Account Executive, Client Success, or Strategic Account roles; 5+ years in Health
Plans, PBMs, benefits, or employer healthcare required.
Deep understanding of employer healthcare, PBMs, health plans, and digital health / navigation
solutions, and how they fit together into a cohesive benefits strategy.
Demonstrated record of measurable client value creation, retention, and revenue growth
(renewals, upsell, cross-sell) in complex, large-market environments.
Proven track record leading renewals and expansions for large, complex employer or health plan
clients, including multi-year, multi-solution deals.
Experience serving as a trusted advisor to senior and C-suite stakeholders.
Skills & Competencies
Demonstrated ability to build and execute client-specific value plans tied to KPIs, PGs, and ROI,
and to adjust strategy based on results.
Proven success driving adoption and impact across a multi-solution platform (e.g., navigation,
care experiences, EMO, pharmacy) – not just managing to utilization targets.
Strong commercial acumen and comfort leading renewal, upsell, and expansion discussions in
partnership with Sales.
Advanced data fluency: can interpret financial, clinical, and engagement data, forecast risks, and
tell a compelling story to executives using KPIs and leading indicators.
Ability to synthesize data, trends, and client context into clear strategic recommendations and
POVs tailored to each audience.
Highly consultative and proactive, bringing forward recommendations, scenarios, and options—
not just reporting status.
Structured root-cause problem solver who documents issues, leads cross-functional
remediation, and implements durable fixes while actively managing risk.
Deep and current industry knowledge across employer benefits, PBMs, health plans, and digital
health; leverages best practices to elevate client strategy.
Expert at multi-threaded relationship building across day-to-day partners, executives, and
consultants; comfortable facilitating high-stakes executive meetings.
Strong influence and advocacy-building skills; able to turn skeptical stakeholders into
champions and secure references and testimonials.
Demonstrated cross-functional leadership, aligning Implementation, Solutions, Product, Clinical,
and Marketing around clear client objectives. High operational discipline with regard to governance, documentation, CRM hygiene, and
meeting rigor.
Outstanding written and verbal communication with strong executive presence; able to simplify
complexity and drive decisions in high-stakes settings.
Strong sense of ownership and accountability for client outcomes; takes responsibility for
commitments and drives issues to resolution.
High agility and adaptability; thrives in a dynamic, high-growth environment and can
reprioritize quickly while maintaining quality.
Disciplinary excellence in prioritization, issue management, and cross-functional execution.
Proficiency with CRM platforms (Salesforce strongly preferred).
Additional Requirements
Ability to manage multiple priorities and deadlines in a dynamic, high-growth setting.
Willingness to travel at least 30%, including overnight travel.
Bachelor’s degree in Business or related field required.
Who we are
Transcarent and Accolade have come together to create the One Place for Health and Care, the leading personalized health and care experience that delivers unmatched choice, quality, and outcomes. Transcarent’s AI-powered WayFinding, comprehensive Care Experiences – Cancer Care, Surgery Care, Weight – and Pharmacy Benefits offerings combined with Accolade’s health advocacy, expert medical opinion, and primary care, allows us to meet people wherever they are on their health and care journey. Together, more than 20 million people have access to the combined company’s offerings. Employers, health plans, and leading point solutions rely on us to provide trusted information, increase access, and deliver care.
We are looking for teammates to join us in building our company, culture, and Member experience who:
- Put people first, and make decisions with the Member’s best interests in mind
- Are active learners, constantly looking to improve and grow
- Are driven by our mission to measurably improve health and care each day
- Bring the energy needed to transform health and care, and move and adapt rapidly
- Are laser focused on delivering results for Members, and proactively problem solving to get there
Total Rewards
Individual compensation packages are based on a few different factors unique to each candidate, including primary work location and an evaluation of a candidate’s skills, experience, market demands, and internal equity.
Salary is just one component of Transcarent's total package. All regular employees are also eligible for the corporate bonus program or a sales incentive (target included in OTE) as well as stock options.
Our benefits and perks programs include, but are not limited to:
- Competitive medical, dental, and vision coverage
- Competitive 401(k) Plan with a generous company match
- Flexible Time Off/Paid Time Off, 12 paid holidays
- Protection Plans including Life Insurance, Disability Insurance, and Supplemental Insurance
- Mental Health and Wellness benefits
Transcarent is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. If you are a person with a disability and require assistance during the application process, please don’t hesitate to reach out!
Research shows that candidates from underrepresented backgrounds often don’t apply unless they meet 100% of the job criteria. While we have worked to consolidate the minimum qualifications for each role, we aren’t looking for someone who checks each box on a page; we’re looking for active learners and people who care about disrupting the current health and care with their unique experiences.
Top Skills
What We Do
Transcarent is a health and care experience company that makes it easy to get the high-quality, affordable health and care that everyone and their families deserve – where and when they want it, on their terms. Transcarent puts health consumers back in charge by directly connecting them with an integrated ecosystem of high-value providers and health solutions, providing transparent information, and offering trusted guidance – in as little as 60 seconds, 24/7/365, from the palm of their hand, often at no cost to Members and at a lower cost to their employer. Transcarent takes accountability for results – offering at-risk pricing models and transparent impact reporting to align incentives towards measurably better experience, better health, and lower costs.
