Lead, Account Management

This is a fully remote position, open to applicants in United States.

📋 Description

• Facilitate successful customer outcomes such as decreasing customer churn, identifying opportunities for revenue growth, enhancing product adoption, boosting customer satisfaction, and improving overall customer health scores.

• Oversee the achievement of key performance indicators for the accounts identified within the team's portfolio.

• Conduct regular coaching sessions for team members and pinpoint areas for their training and development.

• Establish trustworthy relationships with the operational leadership of clients.

• Maintain a thorough understanding of the business challenges encountered by customers.

• Assist leadership in managing cross-functional projects to resolve escalated client issues while coordinating necessary internal and external teams.

• Identify product and process gaps by carrying out business impact assessments and actively managing client expectations.

• Aid the team in handling client escalations and service recovery efforts.

• Support the ongoing candidate evaluation and hiring process.

• Monitor and assist in managing team member capacity, new business assignments, and client reassignments.

⛳️ Requirements

• A Bachelor's degree or equivalent work experience is mandatory.

• At least 5 years of experience in healthcare benefits, pharmacy benefits, or commercial health insurance is required.

• A minimum of 5 years in client relationship management, ensuring that expectations and deliverables are documented and met, key stakeholders are kept informed, and client satisfaction is achieved.

• 1 to 2 years of people management experience or demonstrated informal leadership related to process enhancements, quality initiatives, driving efficiency, or project management.

• A positive, proactive, and can-do attitude is essential.

• A strong commitment to customer experience and satisfaction.

• A passion for collaboratively solving challenging problems with broader teams.

• Exceptional executive-level communication and interpersonal skills, with the ability to effectively navigate and mediate conflicts while fostering open dialogue.

• A desire for career advancement in leadership roles, along with the ability and willingness to receive feedback and coaching to achieve this goal.

• Capability to work independently as well as part of a larger, cross-functional team.

• A self-motivated, results-driven work ethic.

• Ability to take initiative with minimal direction.

• Maintain transparency and honesty in a positive, professional, and courteous manner.

• An empathetic communicator with a consultative approach, able to understand perspectives from others' viewpoints.

🏝️ Benefits

• Highly competitive wellness benefits, including Medical, Pharmacy, Dental, Vision, Life Insurance, and AD&D Insurance.

• Flexible Spending Benefits.

• 401(k) Retirement Savings Program.

• Short-term and long-term disability coverage.

• Discretionary Paid Time Off.

• Paid Company Holidays.

• Wellness Benefits.

• Commuter Benefits.

• Paid Parental Leave benefits.

• Employee Assistance Program (EAP).

• Well-stocked kitchen available in office locations.

• Opportunities for professional development and training.