OUR CLIENT is an innovator in the development of personalized programs that empower people on their path to a better life. This involves engaging in simple, achievable, healthy lifestyle activities. OUR CLIENT is committed to partnering with individuals who strive for an improved sense of well-being. Partnering with those people intent on enhancing physical, emotional and social health, establishes a collaborative effort that will honor each individual’s ambitions, guide each toward important and achievable goals, foster change, reduce barriers and measure meaningful results.
Job Description:
As OUR CLIENT’S Account Manager, you will partner with the functional leaders and Customer Account leaders in a two-way exchange, to understand Account requirements and the CLIENT service delivery model to execute on those requirements, throughout the Account implementation process and after, maintaining a high-level of customer satisfaction. You will manage the initial implementation of CLIENT products and services, and then provide on-going consultation, analytic services and product support to Account leaders, ensuring OUR CLIENT products and service models are optimized and effectively integrated across OUR CLIENT’S functions, delivering a coordinated and cohesive solution. You will provide subject matter expertise and leadership in areas including Seizure Disorders, regulatory requirements, project management, project scope definition, risk identification, issue resolution, facilitation, and other areas of expertise based on Account requirements.
This role reports to the Chief Information and Customer Officer, with matrix accountability to OUR CLIENT functional leaders.
You will serve as the primary point of contact for Account leaders with OUR CLIENT, starting with account implementation and support coordination across OUR CLIENT functional teams, to ensure we are executing on our customer commitments in the most efficient and effective manner. You will provide operational and strategic expertise on OUR CLIENT to your Accounts, and serve as the Account’s primary advocate vis-à-vis OUR CLIENT product and service delivery teams.
Critical Success Factors:
To be a successful Account Manager, the candidate must have well-developed emotional and social competencies in these areas:
• Passionate about helping others.
• Self-Confident and able to diplomatically express views that may be unpopular.
• Conscientious, organized and dependable; always meets deadlines and commitments.
• Personable, easily establishes rapport with others, making them feel comfortable and valued.
• Initiative-Driven, pursuing goals beyond what is required or expected.
• Service-Oriented, anticipating, recognizing and meeting customer needs.
• Conflict-Manager, diplomatically and tactfully able to calm tense situations.
• Communication, addressing issues, listening and seeking mutual understanding.
• Influence, effectively persuading others.
• Collaborative, works as part of the team to successfully achieve common goals.
Responsibilities:
• Manage the overall implementation of OUR CLIENT’s products and services with assigned clients, managing timelines, deliverables and scope.
• Acts as a single point of contact to assigned accounts for all service-related issues; serve as the escalation point for all assigned accounts, ensuring timely and thorough resolution of all account issues.
• Ensure client satisfaction by resolving and responding to account issues and requests.
• Build and maintain key client relationships, reinforcing the value delivered by OUR CLIENT and driving renewal of contracts.
• Proactively manage client performance guarantees and work with appropriate internal constituents to establish necessary steps to correct and improve results.
• Solve day-to-day account service issues directly or by leading internal teams to a solution.
• Diagnose root causes of service issues; collaborate with appropriate functional areas to develop solutions.
• Provide consultative and proactive recommendations to the client and internally to add client value, and maintain and grow the business relationship.
• Manage marketing communication projects for clients, including coordination of mailings and outreach to consumers.
• Collaborate with OUR CLIENT functional teams to develop client reports; QA reports for client-specific information and coordinate report delivery.
• Maintain up-to-date account information in OUR CLIENT systems, such as benefit plan updates, product portfolio and client issue tracking.
• Maintain client information via established tools to ensure service delivery, future needs and expectations of the client will be met.
• Represent OUR CLIENT in client presentations.
• Drive completion of projects and initiatives; follow through on execution of chosen strategies and demonstrate an ability to stay the course despite obstacles.
• Identify and constructively communicate the need for improvements or enhancements in OUR CLIENT products and services.
• Perform special projects as defined by Leader.
Minimum Qualifications:
• Client services or related experience; experience servicing and selling to employer clients preferred.
• Bachelor’s degree required; advanced degree preferred.
• Excellent collaboration, drive for results, and organizational excellence.
• Excellent presentation and communication skills, both written and verbal.
• Demonstrated ability to interface and effectively present to senior management.
• Excellent analytical skills with ability to read and understand complex data and make thoughtful, articulate recommendations. Ability to translate analysis of data into a PowerPoint presentation.
• Excellent project management skills, with ability to manage multiple priorities with tight deadlines, and demonstrated strong problem solving skills and attention to detail.
• Demonstrated ability to build a collaborative culture and relationships across the organization and with external strategic partners.
• Strong relationship and interpersonal skills; sales experience a plus.
• Proven ability to influence course of action when others are directly accountable for outcomes.
• 5+ years managing multiple projects/tasks to meet contractual deadlines or other time sensitive commitments.
• Willingness to travel as required.
• Proficient in MS Word, Excel, and PowerPoint.
Location Minneapolis. MN or Seattle, WA
Status Contract to hire (6 months)
Travel Required 50%
Job Description:
As OUR CLIENT’S Account Manager, you will partner with the functional leaders and Customer Account leaders in a two-way exchange, to understand Account requirements and the CLIENT service delivery model to execute on those requirements, throughout the Account implementation process and after, maintaining a high-level of customer satisfaction. You will manage the initial implementation of CLIENT products and services, and then provide on-going consultation, analytic services and product support to Account leaders, ensuring OUR CLIENT products and service models are optimized and effectively integrated across OUR CLIENT’S functions, delivering a coordinated and cohesive solution. You will provide subject matter expertise and leadership in areas including Seizure Disorders, regulatory requirements, project management, project scope definition, risk identification, issue resolution, facilitation, and other areas of expertise based on Account requirements.
This role reports to the Chief Information and Customer Officer, with matrix accountability to OUR CLIENT functional leaders.
You will serve as the primary point of contact for Account leaders with OUR CLIENT, starting with account implementation and support coordination across OUR CLIENT functional teams, to ensure we are executing on our customer commitments in the most efficient and effective manner. You will provide operational and strategic expertise on OUR CLIENT to your Accounts, and serve as the Account’s primary advocate vis-à-vis OUR CLIENT product and service delivery teams.
Critical Success Factors:
To be a successful Account Manager, the candidate must have well-developed emotional and social competencies in these areas:
• Passionate about helping others.
• Self-Confident and able to diplomatically express views that may be unpopular.
• Conscientious, organized and dependable; always meets deadlines and commitments.
• Personable, easily establishes rapport with others, making them feel comfortable and valued.
• Initiative-Driven, pursuing goals beyond what is required or expected.
• Service-Oriented, anticipating, recognizing and meeting customer needs.
• Conflict-Manager, diplomatically and tactfully able to calm tense situations.
• Communication, addressing issues, listening and seeking mutual understanding.
• Influence, effectively persuading others.
• Collaborative, works as part of the team to successfully achieve common goals.
Responsibilities:
• Manage the overall implementation of OUR CLIENT’s products and services with assigned clients, managing timelines, deliverables and scope.
• Acts as a single point of contact to assigned accounts for all service-related issues; serve as the escalation point for all assigned accounts, ensuring timely and thorough resolution of all account issues.
• Ensure client satisfaction by resolving and responding to account issues and requests.
• Build and maintain key client relationships, reinforcing the value delivered by OUR CLIENT and driving renewal of contracts.
• Proactively manage client performance guarantees and work with appropriate internal constituents to establish necessary steps to correct and improve results.
• Solve day-to-day account service issues directly or by leading internal teams to a solution.
• Diagnose root causes of service issues; collaborate with appropriate functional areas to develop solutions.
• Provide consultative and proactive recommendations to the client and internally to add client value, and maintain and grow the business relationship.
• Manage marketing communication projects for clients, including coordination of mailings and outreach to consumers.
• Collaborate with OUR CLIENT functional teams to develop client reports; QA reports for client-specific information and coordinate report delivery.
• Maintain up-to-date account information in OUR CLIENT systems, such as benefit plan updates, product portfolio and client issue tracking.
• Maintain client information via established tools to ensure service delivery, future needs and expectations of the client will be met.
• Represent OUR CLIENT in client presentations.
• Drive completion of projects and initiatives; follow through on execution of chosen strategies and demonstrate an ability to stay the course despite obstacles.
• Identify and constructively communicate the need for improvements or enhancements in OUR CLIENT products and services.
• Perform special projects as defined by Leader.
Minimum Qualifications:
• Client services or related experience; experience servicing and selling to employer clients preferred.
• Bachelor’s degree required; advanced degree preferred.
• Excellent collaboration, drive for results, and organizational excellence.
• Excellent presentation and communication skills, both written and verbal.
• Demonstrated ability to interface and effectively present to senior management.
• Excellent analytical skills with ability to read and understand complex data and make thoughtful, articulate recommendations. Ability to translate analysis of data into a PowerPoint presentation.
• Excellent project management skills, with ability to manage multiple priorities with tight deadlines, and demonstrated strong problem solving skills and attention to detail.
• Demonstrated ability to build a collaborative culture and relationships across the organization and with external strategic partners.
• Strong relationship and interpersonal skills; sales experience a plus.
• Proven ability to influence course of action when others are directly accountable for outcomes.
• 5+ years managing multiple projects/tasks to meet contractual deadlines or other time sensitive commitments.
• Willingness to travel as required.
• Proficient in MS Word, Excel, and PowerPoint.
Location Minneapolis. MN or Seattle, WA
Status Contract to hire (6 months)
Travel Required 50%