Lead, Account Management

Responsibilities

• Enable customer success outcomes including reduced customer churn, revenue expansion opportunity identification, higher customer product adoption, customer satisfaction, and overall customer health scores
• Manage the achievement of key performance indicators for the team’s portfolio-identified accounts
• Perform regular team member coaching and identify the team’s training opportunities
• Build trusting relationships with client operational 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
• Assist in the ongoing candidate review and hiring process
• Monitor and assist with the management of team member capacity and bandwidth, new business assignments, and client reassignments

Requirements

• Bachelor's degree or equivalent work experience required
• 5+ years of working knowledge of healthcare benefits/ pharmacy benefits/ commercial health insurance required
• 5+ years of experience in client relationship management ensuring expectations and deliverables are documented and met, key stakeholders are informed, and client satisfaction is achieved
• 1-2 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 the broader teams
• Executive-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