Lead, Account Support

Responsibilities

• Manage the achievement of key performance indicators for the analyst team
• Mentor, train, and support the team of analysts supporting the customer success function
• Build trusting relationships with cross-functional leadership
• Maintain a comprehensive understanding of business challenges faced by customers
• Assist leadership with cross-functional project management to drive resolution for escalated client issues while coordinating internal and external teams as necessary
• Identify product & process gaps by conducting business impact assessments and proactively managing client expectations
• Support the team in managing client escalations and service recovery
• Direct and lead client-facing reporting responsibilities for the Account Analyst team
• Assist in the ongoing candidate review and hiring process
• Monitor and assist with the management of team member capacity and bandwidth

Requirements

• Bachelor's degree or equivalent work experience required
• 5+ years of working knowledge of healthcare benefits/pharmacy benefits/commercial health insurance required
• 2+ years of people management experience or evidence of informal leadership related to process improvements, quality initiatives, driving efficiency, or project management
• A positive, forward-thinking, can-do attitude
• An obsession with the customer experience and customer satisfaction
• A passion for solving difficult problems together in collaboration with broader teams
• High-level communication and interpersonal skills, with the ability to effectively navigate and mediate conflict and foster honest dialogue
• A desire for career growth in leadership roles, and the ability and willingness to accept feedback and coaching to achieve that end
• Ability to work independently as well as part of an extended, cross-functional team
• Self-driven, results-oriented work ethic
• Ability to take initiative with little to no direction
• Be transparent and honest in a positive, professional, and polite manner
• Empathic communicator with a consultative approach, able to see things from other person's point of view

Benefits

• Highly competitive wellness benefits including Medical, Pharmacy, Dental, Vision, and Life Insurance and AD&D Insurance
• Flexible Spending Benefits
• 401(k) Retirement Savings Program
• Short-term and long-term disability
• Discretionary Paid Time Off
• Paid Company Holidays
• Wellness Benefits
• Commuter Benefits
• Paid Parental Leave benefits
• Employee Assistance Program (EAP)
• Well-stocked kitchen in office locations
• Professional development and training opportunities