Doug Rosenthal Email & Phone Number

Texas, United States

Seattle, Washington, US

• Responsible for building strong relationships within Accolade that support process improvement and experimentation, as well as with assigned customers to ensure that the customer's voice is heard and understood
• Build and own day-to-day customer relationships to proactively manage service delivery expectations with customer, consultants, and other key customer partners
• Responsible for overall customer performance, including the delivery of customer revenues both fixed and variable, using influence and action to drive results
• Drive for 100% customer retention
• Monitor customer Performance Guarantees (PG's) and work across organization to ensure all Accolade meets or exceeds all PG's
• Lead internal cross-functional initiatives and external customer activities that result in improved service delivery and member outcomes

• Steered a client portfolio developing trusted relationships to that allowed for in-depth understanding of broad health and wellbeing strategy in order to maintain revenue and discover opportunities to drive growth
• Collaborated with clients to define Success Plan; lead customer interactions, from weekly meetings to day-long workshops
• Owned all aspects of customer renewals and coordinated with sales on upsells
• Mitigated and resolved client issues, including appropriate escalation internally and expectation management

Sheboygan, WI, US

• Created and implemented strategic plans that helped meet client objectives, while increasing HSA Bank revenue, market share, partner satisfaction, and CDH adoption
• Identified and maintained frequent contact with client executives, key decision makers, influencers, and other roles
• Monitored all proposal activity and implementation of key employer clients, attended client finalist presentations, and conducted internal training sessions on client specific work flows
• Conducted annual reviews, quarterly business reviews, and monthly updates which included key performance initiatives, challenges, opportunities, and market trends
• Drove efforts to effectively receive feedback on service levels; recognized client issues and initiated resolution

Plano, TX, US

• Consistently recognized as a top performer and business partner with oversight of a $9M revenue-generating portfolio of 12 clients; aligned a referenceable client base for new sales prospects to partner with ZeOmega
• Acquired 4 client renewals in 2018 continuing successful partnerships for an additional 5 years per client as result of maintaining strategic relationships with key stakeholders
• Collected and analyzed performance and productivity metrics, delivered information and presented solutions portfolio to determine sales strategies
• Identified gaps in education & usage and determined when additional training, consulting and company systems could resolve issues; ensured client satisfaction goals were being met

Draper, UT, US

• Managed book of business of 20 clients and $3 million in revenue in addition to all aspects of client relationship management to ensure complete satisfaction with products and services
• Developed strategies for revenue growth and customer retention with major accounts including Fortune 500 clients that typically contracted multiple WageWorks design products
• Delivered front facing consulting services, increased participation within assign accounts and identified revenue opportunities through change orders, customization fees and professional services
• Maintained 98% client retention throughout tenure, with 92% satisfaction status across portfolio of high-profile clients
• Consistently exceeded company participant growth by 20% YOY through effective relationship building and on-site seminars to educate on value-based solutions