Account Manager II

When you think of InComm Payments, think of Innovative Payments Technology. We were founded over 30 years ago and continue to be a pioneer in the payment (FinTech) industry. Since our inception, we have grown to be a team of over 3,000 employees in 35 countries around the world. We own over 400 global technical patents and a network that includes over 525,000 points of retail distribution. InComm Payments works with the most recognized and valued brands globally and is partnered with leading merchants. We are highly focused on our people and their growth, fostering a meaningful and rewarding career environment. We value innovation, quality, passion, integrity, and responsibility.

About the Role

The Account Manager II is responsible for managing key accounts, including implementation, support, and revenue growth activities for new and existing accounts. This role involves day-to-day accountability for internal and external setup, development, and maintenance of these accounts. The Account Manager acts as the principal point-of-contact for clients, collaborating with sales and operations teams to manage projects as defined by both the client and the Director of Accounts. This role ensures client expectations are properly managed, and all stakeholders are informed about project status and progress, including milestones of program development.

InComm Healthcare helps health plans and groups attract, engage, and retain members with innovative consumer benefits and rewards. By leveraging our Enhanced Payment Platform, partners can provide easily accessible incentive programs to their members. Our products, like directed-spend prepaid cards, deliver continuous positive experiences at retail, enhancing brand awareness for health plans and groups.

Responsibilities

• Drive growth, retention, business development, and strong client relations with existing and potential clients to meet sales objectives.
• Develop and grow key customer relationships at multiple organizational levels to promote business growth.
• Ensure the quality of client relationships, project status, and communication to all parties, including building relationships with key stakeholders and C-level executives.
• Oversee a portfolio of Healthcare clients, managing and owning the customer account relationship.
• Act as the subject-matter expert on product portfolio, materials project management, inventory and fulfillment, billing, reporting, customer meetings, and continuous training.
• Create and implement strategic account plans to improve service and grow revenue.
• Maintain frequent customer contact via conference calls and regular on-site meetings to understand needs and recommend solutions for revenue performance.
• Remove barriers to customer success by effectively managing issues with support from the InComm team.
• Collaborate with Product Management and Marketing to develop the best product suite for each customer and produce detailed product and sales analyses.
• Attend key customer vendor shows, charity events, and other important events.
• Manage escalations of service operations failures.
• Multitask and manage projects across multiple functional groups, including internal departments and partners.
• Oversee daily internal operations reports to proactively identify opportunities and service risks.
• Ensure the integrity of project and product issues, including reviewing, analyzing, and documenting company systems and user needs.
• Prepare reports or presentations to communicate findings.
• Oversee weekly inventory unit movement, working closely with Card Production Managers to control inventory and fulfillment levels.
• Assist in the implementation of new programs and/or products.
• Produce key internal status reporting for the InComm Payments team.
• Communicate the direction of key accounts to the Director of Accounts, VP of Sales, and other key executives.
• Execute renewal contracts for the customer portfolio.
• Conduct strategic account planning, including monthly updates, quarterly business reviews, and annual account planning.

Requirements

• 3+ years of experience in account development and building relationships.
• Experience in healthcare, healthcare payer, plan, or system is preferred.
• Bachelor’s Degree preferred.
• Ability to analyze business problems and utilize iterative business analysis techniques to develop functional documentation.
• Strong analytical skills, including interpreting customer business needs and translating them into operational requirements.
• Capable of troubleshooting problems and identifying solutions.
• Ability to manage change in client relationships and handle difficult situations.
• Advanced Microsoft Excel skills; Adobe Illustrator skills a plus.
• Self-starter able to work well independently.
• Experience working with online applications and systems.
• Experience with presenting and creating QBRs (Quarterly Business Reviews) and pitch decks.
• Effective verbal and written communication skills at all levels.
• Experience providing and verifying deadlines and deliverables.
• Experience navigating cross-functional teams.
• Willingness to travel at least 10% for client visits and company meetings.