Senior Account Manager

Who We Are
Because health is personal. That's why Personify Health created the first and only personalized health platform—bringing health plan administration, holistic wellbeing solutions, and comprehensive care navigation together in one place. We serve employers, health plans, and health systems with data-driven solutions that reduce costs while actually improving health outcomes. Together, our team is on a mission to empower people to lead healthier lives.

About the role

Ready to own complex accounts and drive TPA client success? This role is the operational point of contact for high-value TPA clients, ensuring service commitments are met and issues are resolved end-to-end. You’ll coordinate across teams, lead escalations, and drive root-cause fixes to retain and grow accounts. This role is critical to making sure client relationships survive day-to-day realities.

Responsibilities

• Own service delivery end-to-end for a portfolio of complex, high-value accounts, ensuring service commitments and response standards are met.
• Coordinate across Claims, Member Services, Eligibility, Care Management, Pharmacy, and Reporting to resolve client issues and prevent recurrence.
• Proactively monitor account health and service trends to catch problems before they escalate.
• Lead resolution of complex, high-profile client, member, and provider escalations, maintaining tight communication until closure.
• Run escalation governance, including aging and closure tracking, and act as the liaison with internal leadership on systemic issues.
• Drive root-cause investigations for significant service failures, build corrective and preventative action plans, and partner with operational leaders to implement improvements.
• Present operational and service-level data in client meetings, demonstrating account performance and recommendations.
• Own the year-round program plan for each account, ensuring timely delivery of all components.
• Partner with the Implementation team on new client onboarding and with the Strategic Account Executive on account strategy and growth opportunities.
• Mentor junior Account Managers, serve as a knowledge resource, and maintain client management tools (Gainsight, Salesforce, Confluence, Jira), including client training.

Requirements

• Bachelor’s degree or equivalent in a related discipline.
• 6+ years of experience in TPA, health plan administration, benefits account management, or healthcare service delivery/operations.
• Working knowledge of ERISA, COBRA, ACA, and plan funding mechanisms.
• Experience managing escalations, operational risk, and cross-functional resolution efforts, including leading initiatives without direct reporting authority.
• Experience supporting self-funded clients and managing complex plan designs.
• Prior leadership or mentoring experience.

Skills

• Microsoft Office suite
• Client management and collaboration platforms (Gainsight, Salesforce, Confluence, Jira)
• Root-cause analysis methodologies
• Escalation tracking and governance reporting

Benefits

• Competitive base salary and benefits effective day one.
• Comprehensive medical and dental through Personify Health’s own health solutions.
• Unlimited PTO—rest and recharge time is non-negotiable.
• Mental health support, retirement planning, and financial protection.
• Professional development with clear career progression and learning budgets.
• Mission-driven culture where diverse perspectives drive real impact on people’s health.

For the full benefits package, visit personifyhealthbenefits.com.

Pay

This position offers a base salary range of $85,000 - $110,000, depending on location, skills, and experience.