Nina Mathews

AVP, Client Relationship Director @Benefitfocus

Charleston, SC, US

The AVP of Health Plan Client Relationships is responsible for building and leading a team of individuals accountable for developing high-trust relationships with Benefitfocus customers, measured through customer satisfaction, relationship health, and retention spanning all stages of the customer lifecycle. Responsibilities:• Manage a team of Client Relationship Managers (CRMs) accountable for relationships with a portfolio of Health Plan customers through all stages of the customer lifecycle to maximize desired outcomes while increasing customer satisfaction and retention as reflected in annual NPS score• Retains clients, maintains sustainable relationships, and understands our suite of solutions to expand services by demonstrating a thorough understanding of client needs. • Identifies key success measures for solutions within account and then manages to the plan. • Demonstrates strong upselling aptitude to secure product adoption that aligns with client objectives and drive client growth.• Serve as a strategic partner and trusted advisor, understanding client needs and dynamics to identify how client business goals can be met and exceeded, and showcasing creative thinking to establish long-term client trust. • Partner closely with the Vice President of Health Plan Sales and Account Executive team to schedule onsite executive meetings for each account, cadenced 1:1s with Health Plan executives, and ensure ongoing strategic plans for accounts are being met with operational efficiency.• Drive annual open enrollment success with customers, partnering with each customer to develop actionable steps with assigned owners, timelines and measurements while anticipating and removing roadblocks and orchestrating multiple resources. • Manages program-level and team-wide projects, including the development and documentation of new processes/process improvements for the CRM team.

University of South Carolina-Columbia

Bachelor of Science (B.S.)

University of South Carolina-Columbia

Bachelor of Science (B.S.)