Customer Account Manager

About the role

The Customer Account Manager at PlanSource is accountable for managing customer accounts and relationships from the sales process through implementation and ongoing. Key responsibilities include establishing and maintaining relationships with key decision-makers, managing client communications, and exceeding retention targets.

Responsibilities

• Establish and maintain relationships with all key decision makers and contacts at client organizations, including executive-level stakeholders.
• Maintain consistent communication with clients, including regular meetings to review service levels and proactively solicit feedback.
• Manage and coordinate efforts internally to respond to client needs and drive increased value to customer relationships.
• Exceed budgeted retention targets and maximize revenue per client.
• Solicit sales leads and referrals from clients.
• Act as project manager/coordinator for all client special projects, including annual open enrollment.
• Manage and/or participate in the account implementation process, serving as a technical and process best practices resource.
• Bring in internal subject matter experts as needed to support specific client issues or projects.
• Reintroduce account teams as necessary to support continuity and alignment.
• Partner with Ongoing Service Teams to deliver high-quality services to clients.
• Communicate, negotiate, and manage contractual changes with clients.
• Participate and coordinate with internal departments, including billing and collections, on client-specific issues.
• Drive continual efficiency and added value within client relationships by implementing system functionality and process improvements.
• Develop and deliver client-facing metrics and reporting.
• Maintain and update all client documentation, including tracking client activity and account details.
• Ensure accurate documentation of client interactions, projects, and service delivery.
• Complete job-related training and development as required.

Requirements

• 5+ years of experience in a high visibility client management position within HR/ Benefits Service industry.
• Career path demonstrating consistency, increasing level of responsibility in scope and scale.
• Health and Welfare domain knowledge that includes expertise in enrollment technology configuration, employee benefits processes, benefit program requirements, carrier and payroll exchanges, and a firm understanding of benefit services (e.g. Open Enrollment, COBRA, ACA, Call Center, Billing).
• A general understanding of EDI data and file delivery management, including requirements gathering, vendor file delivery, 834 and 5010 layouts, troubleshooting, and payroll file processes.

Qualifications

• Ability to be an effective team member.
• Excellent oral and written communication skills.
• Excellent organization and prioritization skills.
• Familiarity with Microsoft Office and Microsoft Outlook.
• Demonstrated ability to effectively work with all levels and cross-functionally within the company.
• Must be able to work outside of normal work hours.
• Must have ability to travel as required (approx. 10%).
• Strong customer service and orientation skills.
• Strong problem-solving skills.

Skills

• Ability to be an effective team member.
• Excellent oral and written communication skills.
• Excellent organization and prioritization skills.
• Familiarity with Microsoft Office and Microsoft Outlook.
• Demonstrated ability to effectively work with all levels and cross-functionally within the company.
• Must be able to work outside of normal work hours.
• Must have ability to travel as required (approx. 10%).
• Strong customer service and orientation skills.
• Strong problem-solving skills.

Benefits

Comprehensive health coverage with multiple medical plan options - all covering 100% of in-network preventive care.
Employer-funded Health Savings Account (HSA) - up to $1,000 annually for family coverage.
Dental & Vision plans with 100% coverage for routine dental care and $250 vision frame allowance, plus employee-only vision premiums at $0.401(k) with immediate vesting and a 50% company match up to 6% of contributions.
Generous paid parental leave, adoption assistance, and fertility benefits.
Flexible PTO, paid holidays, a strong culture of work-life balance and Flex Fridays in the summer.
Mental health & wellbeing support, including Employee Assistance Program (EAP), movement and wellness resources.
Rewards and recognition programs that celebrate employees through peer recognition, awards, and quarterly recognition initiatives.

Pay

Compensation is competitive and commensurate with experience.

Schedule

Full-time position with flexible working arrangements available.