Val Stephens
Greenville,SC
Summary
Strategic Account Management leader with 25+ years of experience driving client retention, revenue growth, and team performance across complex healthcare portfolios. Currently manage a $18M+ book of business with 104% retention and sustained growth, while mentoring and guiding account teams to deliver best-in-class service. Proven ability to lead cross-functional initiatives, optimize service delivery, and strengthen broker/client partnerships to achieve profitable growth and high customer satisfaction. Recognized for transforming at-risk accounts into long-term client advocates and developing high-performing teams.
Overview
26
26
years of professional experience
1
1
Certification
Work History
Sr. Account Executive
Aetna International
Remote
01.2017 - Current
- Manage an $18M+ book of business, achieving 104% revenue growth
- Execute retention and growth strategies, including service model optimization, plan design enhancements, and client engagement strategies
- Serve as a strategic advisor to clients and brokers, aligning benefit plans with business goals and cost management objectives
- Lead, mentor, and coach Account Managers, strengthening team performance, accountability, and service delivery
- Act as escalation point and leadership backup, supporting team oversight, decision-making, and resolution of complex client issues
- Identify service gaps and implement process improvements, improving customer satisfaction and operational efficiency
- Facilitate executive-level quarterly and annual reviews, presenting strategic insights and actionable recommendations
- Successfully converted at-risk accounts into reference clients, strengthening long-term retention and client advocacy
- Maintain 4.8/5 client satisfaction scores, consistently exceeding service expectations
- Coordinate cross-functional teams (underwriting, operations, service teams) to ensure seamless execution of client strategies
- Team Leadership Responsibilities
Associate Account Manager
Aetna International
01.2016 - 01.2017
- Supported execution of client retention strategies, identifying service gaps and implementing corrective actions
- Partnered with clients to optimize benefit design, service delivery, and operational processes
- Managed plan administration, including implementation, eligibility, billing coordination, and renewals
- Delivered custom client communications and training, improving engagement and understanding of benefits
- Supported renewals and cross-functional coordination to ensure timely and effective service delivery
Plan Sponsor Liaison
Aetna Inc.
01.2005 - 01.2016
- Managed high-complexity national accounts (100K+ members), ensuring consistent service performance and client satisfaction
- Served as primary escalation point, resolving complex member and operational issues
- Identified process gaps and drove solutions to improve service delivery and operational efficiency
- Partnered with internal teams to align performance with service guarantees and client expectations
- Maintained 4.8/5 satisfaction scores, demonstrating consistent service excellence
- Contributed to training initiatives and leadership workgroups to support organizational development and team performance
Contract Negotiator
Managed Health Services
01.2003 - 01.2004
- Developed provider networks, negotiated contracts, and supported implementation
Client Marketing Specialist / Field Trainer
Aetna U.S. Healthcare
01.2000 - 01.2002
- Delivered training programs to support employee development and operational readiness
- Supported client acquisition, enrollment, and service resolution
Education
Business Administration Studies
Purdue University
West Lafayette, INSkills
- Client relationship management
- Relationship building
- Team collaboration
- Sales Force
Certification
Active Health & Life Licenses
LEADERSHIP & BUSINESS IMPACT
- Execute retention and growth strategies across client portfolios, driving consistent revenue expansion
- Lead and mentor account teams, ensuring alignment to service expectations, KPIs, and client outcomes
- Drive cross-sell and strategic plan design initiatives to enhance client value and profitability
- Identify service gaps, determine root causes, and implement process improvements that elevate client experience
- Influence internal and external stakeholders to align on benefit strategy, cost management, and service delivery
- Optimize team performance through training, coaching, and operational oversight
Timeline
Sr. Account Executive
Aetna International
01.2017 - Current
Associate Account Manager
Aetna International
01.2016 - 01.2017
Plan Sponsor Liaison
Aetna Inc.
01.2005 - 01.2016
Contract Negotiator
Managed Health Services
01.2003 - 01.2004
Client Marketing Specialist / Field Trainer
Aetna U.S. Healthcare
01.2000 - 01.2002
Business Administration Studies
Purdue University