Sr Account Manager

Responsibilities

• Proactively services the needs of assigned client base by building excellent working relationships.
• Primarily handles large accounts. Acts as the primary day-to-day point of contact for assigned clients.
• Responsible for implementation, ongoing maintenance, and management of implemented solutions of assigned clients and/or programs.
• Continuously strive to improve assigned programs efficiencies and effectiveness.
• Build and strengthen relationships with assigned clients to retain and increase revenue.
• Pursues relationships with potential new contacts and seeks business expansion opportunities with current clients.
• Continue to develop a well-versed knowledge of solutions being offered and ensures that solutions consistently meet client needs and contractual obligations.
• Performs all aspects of program planning, organizing, and managing information and resources to deliver successful management of client requests and requirements.
• Tracks and analyzes critical success metrics/KPI expectations established by clients to develop customized solutions, provide continuous improvement upon program performance, and produce a seamless member experience.
• Ensure timely follow-through on resolution of issues and client requests.
• Ensure consistent communication with necessary staff or departments regarding client requirements.
• Identify, measure, and report data trending and analysis to provide consistent interpretation of program performance and suggestions to enhance performance.
• Makes sure to monitor, identify, and communicate risks or opportunities to leadership and/or supporting department(s) to provide feedback around processes and to optimize effectiveness regarding assigned clients.
• Reviews contractual agreements and establishes operating procedures designed to achieve client requirements.
• Escalates issues that do not meet client expectations for engagement and resolution.
• Lead discussions and negotiations on established KPIs and participates with leadership in rate and contractual negotiations.
• Collaborates with partners to develop, define, implement and maintain internal and external client documentation, compliance and quality testing approaches, standard operating procedures, quality assurance protocols/standards, as well as compliance with policies, procedures and standards for products and services.
• In addition, documents and deploys regulatory updates and program changes.
• Develops project planning and coordinates the completion of all new program set-up and account maintenance activities with necessary staff or departments, including the definition, establishment and tracking of critical success metrics.
• Participates in complex negotiations and requests for proposals with clients.
• Leads simple contractual negotiations (i.e. simple price increases or decreases) independently.
• Manages projects/matters of complexity including but not limited to timelines, client contact, report analysis, and interaction and coordination with departments.
• Coincides and leads client meetings and conference calls, creates and delivers presentations, and participates in training seminars and/or tradeshows.
• Provides training, support, and direction to team members and/or serves as project lead, as assigned.
• Performs reporting, monitoring, client meetings, presentations, revenue forecasting, project support and administrative tasks.
• Ensures solutions not only meet client needs but can communicate the value proposition of the solution.
• Engaged with client through onsite visits or virtual visits to ensure client satisfaction and to promote ongoing contract renewal.

Qualifications

• Bachelor's degree (B. A.) from four-year College or university; or minimum 5 years of relevant experience and/or training; or equivalent combination of education and experience.
• An understanding of the healthcare industry (Health Insurance, Health Benefits, Managed Care and/or Tele-health concepts).
• An understanding of the mechanics of a contact center business.
• Experience managing multi-million-dollar accounts.
• Excellent client focus and advocacy.
• Strong customer facing skills; demonstrates a highly professional demeanor. Is at ease communicating with client POC and other client stakeholders. Recognized as a valuable partner.
• Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
• Excellent verbal and written communication and interpersonal skills.
• Strong critical thinking, analytical, problem solving, attention to detail and process improvement skills.
• Ability to work well under pressure, to handle crisis situations, and balance several tasks simultaneously.
• Ability to effectively communicate with a cross-cultural workforce and client base.
• Ability to work collaboratively across different departments, functions, and environments.
• Keen attention to detail able to perform with a sense of urgency and adherence to deadlines.
• Excellent time and project management skills.