Account Manager I

About the role

The Account Manager I supports client implementations, day-to-day account management, and client retention. This role builds expertise in consumer-directed benefits and the employee benefits industry, managing a portfolio of small to mid-sized clients.

Responsibilities

• Serve as the primary point of contact for an assigned portfolio of small to mid-sized clients, providing day-to-day account management and support.
• Respond to client inquiries, issues, and service requests in a timely, accurate, and professional manner.
• Support new client implementations, including plan setup, configuration, testing, and implementation activities.
• Cook up eligibility and contribution file feeds with clients, payroll vendors, and internal teams, including SFTP connections and manual file processes.
• Monitor file submissions and data integrity, troubleshoot issues, and coordinate resolution with internal teams.
• Aid clients with open enrollment planning, setup validation, and readiness activities.
• Partner with internal teams to resolve client issues and ensure timely completion of requests.
• Manage assigned projects, tasks, and support tickets while meeting established service levels and deadlines.
• Cook up annual FSA renewals and support ongoing account maintenance activities.
• Review operational reports to identify discrepancies, research issues, and ensure data accuracy.
• Aid in implementing new products, plan changes, and additional services for existing clients.
• Build strong client relationships that promote client satisfaction, retention, and long-term partnership.

Qualifications

• 1-3 years of experience in account management, client services, implementation, benefits administration, or a related field.
• Experience with consumer-directed health plans (HSAs, FSAs, HRAs, or similar benefit programs) preferred.
• Strong attention to detail and organizational skills, particularly when managing data, eligibility files, and implementations.
• Ability to troubleshoot issues, analyze information, and follow established processes.
• Excellent written, verbal, and interpersonal communication skills.
• Ability to manage multiple priorities in a fast-paced, deadline-driven environment.
• Experience using CRM or ticketing platforms such as Zendesk, QuickBase, Salesforce, or similar systems preferred.
• Strong collaboration skills with the ability to work effectively across cross-functional teams.
• Proficiency with Microsoft, including Excel, Word, Outlook, and Teams.