EMILY HULTHEN
Columbus
Summary
Driven leader with passion for fostering long-term client relationships and driving customer satisfaction. Expert understanding of client needs with an empathetic approach, ensuring tailored solutions that align with business goals. Proven ability to collaborate cross-functionally, persuading and guiding teams for seamless project execution. Committed to creating inclusive and supportive environment, resulting in high client retention and successful outcomes.
Overview
13
13
years of professional experience
Work History
Client Success Executive
Lantern
Remote
07.2025 - Current
- Oversaw comprehensive relationship management with clients and stakeholders for national key accounts.
- Analyzed client needs and developed targeted service strategy to ensure account renewal and foster member loyalty.
- Designed initiatives to maximize client revenue and profitability by effectively communicating new and enhanced offerings.
- Facilitated achievement of company and client objectives to ensure satisfaction and success.
- Navigated complex client discussions and addressed escalated issues to ensure timely resolution and maintain strong relationships.
- Analyzed service and delivery challenges to implement effective solutions addressing root causes.
- Formulated and executed strategic plans with a proactive and innovative approach.
- Guided account managers to proactively develop solutions and effectively address client challenges.
- Facilitated client onboarding processes to ensure seamless integration and long-term success.
Head of Client Success
Ovia Health
10.2024 - 06.2025
- Provided strategic direction for client success initiatives based on data analysis and industry best practices.
- Identified areas of risk within client accounts and worked proactively to mitigate them.
- Established KPIs for assessing overall effectiveness of client success efforts.
- Organized educational webinars or workshops for clients on new features or changes in products and services.
- Collaborated cross-functionally with sales, marketing, product development teams in order to increase customer engagement.
- Expertly managed teams responsible for providing support, training, and guidance to clients.
- Implemented innovative solutions to improve customer experience across various channels of communication.
- Successfully developed and implemented strategies to ensure client satisfaction, retention, and growth.
Director of Health Plan Solutions
Ovia Health
US
07.2023 - 10.2024
- Lead the client success team by driving innovation strategy and executing client management aligned with Ovia's mission and vision.
- Developed and implemented initiatives to retain revenue and grow the current book of business while building cohesive processes internally to create efficiencies and reduce unnecessary use of internal resources.
- Retailed 100% of team members while in a Director or lead role.
- Maintained a 95% or higher retention rate individually and as a team through creative retention strategies including value propositions, increasing enrollment and engagement and upsell opportunities.
- Increased current clients ARR on average by 5% every year through adding new lines of business, new ASO clients within the health plans and expanded populations.
- Tracked and analyzed success or loss metrics in order to proactively approach client success by defining KPIs and OKRs and strategies to execute goals.
- Identified cross collaboration between employer and health plan team for opportunities to grow, fill gaps and use strengths to better customer efforts.
- Maintained strong working relationships with internal teams and collaborate on optimizing sustainable time-to-value and the overall effectiveness and delivery of Ovia's solutions.
Senior Account Manager, Team Lead
Ovia Health
US
07.2021 - 07.2023
- Leveraged analytical skills to solve complex problems, improving project outcomes.
- Led a team to manage multi-million-dollar accounts, securing 100% client retention and growing the existing clients ARR by 4%.
- Fostered innovation in client management, setting new standards for service excellence.
- Built strong relationships with enterprise clients, ensuring their journey was seamless.
- Conducted detailed quarterly reviews, advising on key trends to optimize client success.
- Promoted to team lead December 2022, prior position was a Senior Account Manager.
Director of Account Management
McGohan Brabender
US
05.2016 - 07.2021
- Managed retention needs for the Columbus market for the large group segment with a 94% retention rate average over 5 years.
- Engaged our Account Managers in training to continue to grow the office and meet our goals.
- Operated as the lead point of contact to my clients in the large group segment managing both fully insured and self-funded clients by building and maintaining relationships, identifying problems and developing strategic solutions through funding and clinical programs and communicating clearly the progress of monthly/quarterly initiatives.
- Provided monthly reporting and quarterly presentations.
- Assisted with high severity requests or issue escalations as needed.
- Prior to promotion to Director, effectively managed and retained clients as a Large Group Account Manager from May 2016-Jan 2019.
Agency Relationship Manager
Humana
US
02.2015 - 04.2016
- Educated agencies and employers on the Humana proposition and integrated wellness solutions.
- Identified and cultivated new employer and agency relationships, strategized with internal teams on engagement opportunities, and identified areas of focus and expansion opportunities.
- Retained the current block with agency partners and grew their book of business by identifying key strategies that would benefit the partner and their clients.
Consumer Experience Consultant / Account Advisor
Humana
US
10.2013 - 02.2015
- Educated members on their health and well-being benefits during open enrollment and employee benefit fairs.
- Created and led employee educational lunch and learns.
- Proved thoughtful customer service by educating members on their benefits, where to receive care and how to manage their well-being.
- Assisted and supported the Account and Sales Executives to prepare for quarterly reviews and finalist meetings.
- Leader of the Young Professional group.
- Position titled changed while in the role, April 2014 from Account Advisor to Consumer Experience Consultant.
Benefits Specialist
Kimball Midwest
US
01.2013 - 10.2013
- Administered all employee health benefits, including medical, dental, vision, life, short and long-term disability, and health savings accounts.
- Managed the company's 401k plan and oversaw all medical leaves, including FMLA.
- Assisted employees to resolve various benefit-related issues.
- Presented benefit presentations to future and current employees to help them better understand the company's plan.
Education
Bachelor of Science - Human Nutrition and Community Health
The Ohio State University
Columbus06.2012
Skills
- Leadership Skills
- Customer Service
- Relationship management
- Communication Skills
- Client retention
- Growth
- Interpersonal skills
- Operations management
- Executive support
- Customer-oriented
Timeline
Client Success Executive
Lantern
07.2025 - Current
Head of Client Success
Ovia Health
10.2024 - 06.2025
Director of Health Plan Solutions
Ovia Health
07.2023 - 10.2024
Senior Account Manager, Team Lead
Ovia Health
07.2021 - 07.2023
Director of Account Management
McGohan Brabender
05.2016 - 07.2021
Agency Relationship Manager
Humana
02.2015 - 04.2016
Consumer Experience Consultant / Account Advisor
Humana
10.2013 - 02.2015
Benefits Specialist
Kimball Midwest
01.2013 - 10.2013
Bachelor of Science - Human Nutrition and Community Health
The Ohio State University