Senior Account Manager

Overview

Hybrid in Olympia, WA

 

The Work

The Senior Account Manager is responsible for leading the strategic direction and overseeing the delivery of all operational requirements for our client’s needs. This role focuses on maintaining high levels of performance, ensuring compliance with contractual requirements, and fostering strong relationships with stakeholders. The Account Manager leads cross-functional collaboration, manages SLAs, drives technology integration, ensures operational readiness, and champions continuous process improvement to achieve effective and efficient service delivery that aligns with the Exchange’s mission.

 

This position performs all duties and responsibilities in accordance with the Mission, Vision, and Core Values of Cayuse.

Responsibilities

Key Responsibilities

• Lead the strategic direction of the client’s operations, partnering with key stakeholders to meet client goals and develop new initiatives as the health benefits landscape evolves.
• Oversee the implementation and adherence to operational policies and procedures to achieve performance excellence.
• Act as the primary point of contact for the client, ensuring strong relationships and proactive communication between Cayuse and all client stakeholders.
• Supervise high-performing customer service functions through multi-channel delivery (phone, live chat, email, and self-service support), ensuring adherence to SLAs, data accuracy, and customer satisfaction.
• Monitor and manage key performance metrics, analyzing trends and results to inform decision-making and recommend process improvements.
• Collaborate with internal leaders (Operations Manager, Quality Manager, Training Manager) to maintain client operational efficiency, ensure staff readiness, and implement technology solutions like AI chatbots, CRM, and workforce management tools.
• Drive compliance with privacy, data security, accessibility, and cultural competency standards as outlined in regulatory and contractual frameworks.
• Lead the transition process during contract implementation or vendor turnover, ensuring operational continuity with minimal customer disruptions.
• Provide regular progress reports to both Cayuse senior leadership and the client, ensuring full visibility into operational successes and potential challenges.
• Oversee onboarding and training readiness for all the client’s staff, ensuring all team members are fully equipped to deliver high-quality customer support.
• Implement a strategy for continuous improvement, including staff development, technology adoption, and quality monitoring to ensure customer excellence. 
• Other duties as assigned.

Qualifications

Qualifications – Here’s What You Need

• Bachelor’s degree in Business Administration, Public Health, Healthcare Administration, or a related field.
• 5+ years of experience managing complex customer service operations, preferably in a health insurance or benefits exchange environment. 
• Proven history of achieving performance goals in multi-channel customer service solutions. 
• Demonstrated ability to oversee and meet strict SLAs while driving customer satisfaction improvements.
• Familiarity with implementing and operating under federal or state health exchange program requirements. 
• Must be able to pass a background check. May require additional background checks as required by projects and/or clients at any time during employment.

Minimum Skills:

• Exceptional interpersonal skills with the ability to communicate in a clear, professional, and articulate manner.
• Exceptional verbal and written communication skills.
• Excellent organizational, analytical, and problem-solving skills with high-level attention to detail.
• Proven ability to multitask and prioritize in a fast past environment with changing priorities; adaptable to change and a quick learner.
• Must be self-motivated and able to work well independently as well as on a multi-functional team.
• Ability to handle sensitive and confidential information appropriately
• Proficient in MS Office, Word, Outlook, PowerPoint, and Excel.
• Proven leadership and collaboration abilities, especially in managing cross-functional teams that include Operations, Quality, and Technology staff.
• Strong knowledge of customer service technologies, including AI/CRM systems, workforce management tools, and advanced reporting solutions.
• Ability to interpret data and provide actionable insights, driving decisions based on metrics, efficiency trends, and operational standards.
• Skilled in handling escalations and o