Account Manager III, Multi-State

Job Summary

In addition to the responsibilities listed below, this position is also responsible for developing and implementing standard and non-standard competitive sales and retention strategies for Multi-State accounts; providing a positive experience to customers with Multi-State accounts with minimal guidance; supporting change management for new tools and capabilities; ensuring collaboration within teams to support customer needs for Multi-State accounts; executing sales and renewals for Multi-State accounts with minimal guidance; and meeting standard and non-standard goals for sales and retention of Multi-State accounts.

Essential Responsibilities

• Pursues effective relationships with others by proactively providing resources, information, advice, and expertise with coworkers and members.
• Listens to, seeks, and addresses performance feedback; provides mentoring to team members.
• Pursues self-development; creates plans and takes action to capitalize on strengths and develop weaknesses; influences others through technical explanations and examples.
• Adapts to and learns from change, challenges, and feedback; demonstrates flexibility in approaches to work; helps others adapt to new tasks and processes.
• Supports and responds to the needs of others to support a business outcome.
• Completes work assignments autonomously by applying up-to-date expertise in subject area to generate creative solutions; ensures all procedures and policies are followed; leverages an understanding of data and resources to support projects or initiatives.
• Collaborates cross-functionally to solve business problems; escalates issues or risks as appropriate; communicates progress and information.
• Supports, identifies, and monitors priorities, deadlines, and expectations.
• Identifies, speaks up, and implements ways to address improvement opportunities for team.
• Provides a positive customer experience within market turnaround expectations by:
  • building and maintaining strategic relationships with customers, consultants, brokers, and/or channels while acting as the KP representative to ensure contract, benefit/service, and renewal activities;
  • demonstrating comprehensive product knowledge when educating customers, consultants, brokers, and/or channel partners, resolving moderately complex questions or concerns;
  • building a comprehensive understanding of prospect or customer business to ensure that Request for Renewal (RFR) response and engagement strategies are in alignment with customer goals;
  • partnering with engagement team/specialist to monitor engagement programs (e.g., member wellness) with minimal guidance;
  • providing accurate information including recommendations for new products, benefits/services offerings, and pricing models to address customer, consultant, broker, and/or channel needs with minimal guidance.
• Demonstrates commitment to KP sales and retention goals by:
  • implementing standard and non-standard strategies to meet or exceed targets for retention and growth for accounts in the Book of Business;
  • holding accountability for Key Performance Indicators (KPIs) and maintaining updated Customer Relationship Management (CRM) platform.
• Contributes to the execution of sales and renewals by:
  • implementing the RFR process end-to-end, following established timelines and best practices;
  • executing standard and non-standard sales and renewals including administration, negotiations, and presentations and rate product and benefit/service validation;
  • ensuring that contracts, pricing, and membership accounting implement the negotiated terms for sales and renewals;
  • creating cross-sell and upsell opportunities to increase growth and retention.

Knowledge, Skills and Abilities

• (Core) Ambiguity/Uncertainty Management
• Attention to Detail
• Business Knowledge
• Communication
• Cross-Group Collaboration
• Decision Making
• Dependability
• Diversity, Equity, and Inclusion Support
• Drives Results
• Facilitation Skills
• Health Care Industry
• Influencing Others
• Integrity
• Learning Agility
• Organizational Savvy
• Problem Solving
• Short- and Long-term Learning & Recall
• Teamwork
• Topic-Specific Communication Knowledge, Skills and Abilities
  • (Functional) Benefits/Services
  • Benefits/Services Presentations
  • Customer Experience
  • Goal Setting
  • Member Service
  • Negotiation
  • Sales Opportunity Orchestration
  • Sales/Partnership Strategy and Techniques

Minimum Qualifications

• Bachelor's degree in Marketing, Finance, Business Administration, or related field AND minimum two (2) years of experience in sales, customer service, telemarketing, account management, health plan administration, insurance, or a directly related field OR minimum five (5) years of experience in sales, customer service, telemarketing, account management, health plan administration, insurance, or a directly related field.
• Health Insurance License (Maryland) within 3 months of hire
• Accident and Health Insurance License (California) within 3 months of hire
• Accident, Health or Sickness Insurance License (District of Columbia) within 3 months of hire
• Accident and Health or Sickness Insurance License (Hawaii) within 3 months of hire
• Health Insurance License (Oregon) within 3 months of hire
• Disability Insurance License (Washington) within 3 months of hire
• Health Insurance License (Virginia) within 3 months of hire
• Accident and Sickness Insurance License (Georgia) within 3 months of hire
• Accident and Health Insurance License (Colorado) within 3 months of hire

Preferred Qualifications

• One (1) year of experience managing multi-state accounts.
• Two (2) years of experience in group health care benefits sales, account management, and/or implementation, or a directly related field.