Lead, Account Support

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

📋 Description

• Oversee the attainment of key performance indicators for the analyst team while mentoring, training, and supporting the analysts involved in the customer success function.

• Cultivate trustworthy relationships with cross-functional leadership.

• Maintain an in-depth understanding of the business challenges encountered by customers.

• Assist leadership with cross-functional project management to resolve escalated client issues, coordinating with internal and external teams as needed.

• Identify product and process deficiencies by performing business impact assessments and proactively managing client expectations.

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

• Oversee and lead client-facing reporting responsibilities for the Account Analyst team.

• Support the ongoing candidate evaluation and hiring process.

• Monitor and assist in managing the capacity and workload of team members.

⛳️ Requirements

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

• A minimum of 5 years of practical knowledge in healthcare benefits, pharmacy benefits, or commercial health insurance is required.

• At least 2 years of people management experience or evidence of informal leadership related to process improvements, quality initiatives, efficiency enhancement, or project management.

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

• A strong dedication to customer experience and satisfaction.

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

• Exceptional communication and interpersonal skills, with the ability to navigate and mediate conflicts effectively and foster open dialogue.

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

• Ability to work independently as well as part of an extended, cross-functional team.

• Self-motivated and results-oriented work ethic.

• Ability to take initiative with minimal supervision.

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

• An empathetic communicator with a consultative approach, capable of understanding different perspectives.

🏝️ Benefits

• Highly competitive wellness benefits, including Medical, Pharmacy, Dental, Vision, and Life Insurance, as well as 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 in office locations.

• Opportunities for professional development and training.