Account Manager

Job Description

Position Purpose and Description

 

This position exists to ensure that the business needs of an assigned group of medium to large sized client accounts, which generate a significant level of revenue, are addressed proactively and efficiently. The role also involves supporting our business development efforts in collaboration with our sales team.  As an experienced Account Manager, you are the client’s ambassador and primary business contact on all matters.  The position involves working in close collaboration with operational teams across the organization to ensure that we provide an excellent service and customer experience to our clients. Furthermore, the Account Manager continually seeks opportunities for operational enhancements for both the corporate client and Global Excel.

 

Expected Outcomes & Actions – Weighting

 

ACCOUNT MAINTENANCE AND OPERATIONAL ENHANCEMENTS  (60%)

Provide primary point of contact support to assigned corporate clients on all operational matters

Develop and maintain good business relationships with key account influencers

Monitor large and/or complex cases, manage the escalation process and update stakeholders accordingly

Identify and implement initiatives to assist our clients and GEM be more efficient, profitable and improve customer experience

In collaboration with Sales, act on trend information to optimise account growth by addressing and understanding underlying causes of key trends

In collaboration with Sales, take ownership of client visit organization, agenda and related reports to ensure visit objectives are met

Ensure the entire claims cycle is functioning according to terms of business from receipt of notification to receipt of payment

In collaboration with sales, oversee and ensure that prospects, new products and services are implemented appropriately

Proactively identify, communicate and act upon opportunities for interdepartmental process improvements

Develop and maintain a collaborative working relationship with operational teams and GEM support services

                                                                                                           

BUSINESS INTELLIGENCE AND ANALYTICS (25%)

Track key performance indicators and ensure clients receive timely and relevant information regarding their books of business

Develop a good knowledge of clients in the assigned market segment with regards to their ownership structures, risk models, complexity of product offerings and the impacts of US Healthcare policy on their business.

Develop and maintain a good knowledge of key economic, legislative and political issues within the assigned markets

Support Sales team in the preparation of annual sales budgets and quarterly forecasts

Regularly monitor client’s key performance indicators (Savings / Medicare Performance / TAT / A/R Status, etc.)

                                                                       

NEW BUSINESS DEVELOPMENT (15%)

Identify opportunities for growth within existing business and collaborate with Sales to develop the appropriate strategies

Through market research identify and communicate prospects to Sales and participate in strategy development

Demonstrate creative thinking and the ability to contribute to Strategic Market Development discussions with Sales and upper management

Work with sales to ensure that deliverables such as contracts, confidentiality agreements, and business plans are delivered in a timely manner

 

 

Major Challenges

• Managing a multi-disciplinary role with, at times, competing priorities and time constraints
• Providing an excellent customer experience while managing client expectations and established service standards
• Developing and maintaining a high level of knowledge of assigned foreign markets
• Being able and willing to solicit the opinion of other team members (i.e. business development ideas, operational improvements, etc.) and contend with criticism
• Gaining the trust and respect of team members and other departments as an effective Account Manager and client expert

Major Job Accountabilities

 

• Manage and enhance existing accounts
• Provide relevant and timely information updates, both internally and externally
• Obtain and maintain a high level of customer experience on assigned accounts
• Work with Sales towards business development goals whether with new or established accounts
• Continually improve knowledge of products and respective markets

Success Measures