Customer Account Manager

About the Role

Key Responsibilities

• Act as project manager / coordinator for all client special projects including annual open enrollment.
• Bring subject matter experts from the organization into client relationships as needed to address specific issues / projects.
• Communicate, negotiate, and manage contractual changes with clients.
• Complete job-related training courses and/or seminars, as may be required for the job and/or assigned by Manager.
• Seek opportunities to increase revenue by up-selling additional service offerings or converting additional employer groups.
• Develop metrics to report to clients.
• Drive continual efficiency and value to the relationship by implementing additional system functionality / processes.
• Establish and maintain relationships with all key decision makers / contacts at Client Company, including across all levels of the organization.
• Establish point of escalation contact with day-to-day contacts at Client Company.
• Maintain documentation regarding client activity and update all client documentation.
• Manage and/or participate in the account implementation process, serving as technical and process best practices expert.
• Meet at least quarterly with client contacts to review service level agreements and solicit feedback.
• Coordinate with other departments regarding client-specific issues including billing and collections.
• Partner with Ongoing Service Teams to deliver high-quality services to clients.
• Reintroduce Account Teams as necessary.
• Solicit sales leads from clients.
• Perform other duties as deemed necessary by Management.

Requirements

• 5+ years of experience in a high visibility client management position within HR/Benefits Service industry.
• Ability to be an effective team member.
• Excellent oral and written communication skills.
• Excellent organization and prioritization skills.
• Familiarity with Microsoft Office and Microsoft Outlook.
• Demonstrated ability to work effectively with all levels and cross-functionally within the company.
• Must be able to work outside of normal work hours.
• Ability to travel as required (approx. 10%).
• Strong customer service and orientation skills.
• Strong problem-solving skills.

Nice to Have

• Experience working in a fast-paced environment with big goals.
• Experience in benefits administration or related fields.

Qualifications

• 5+ years of experience in a high visibility client management position within HR/Benefits Service industry.

Benefits & Perks

• Full suite of health benefits.
• Generous 401(k) Plan.
• Unlimited PTO.
• Paid parental leave.
• Strong rewards and recognition program.
• Focus on mental health and well-being.
• Inclusive environment with Employee Resource Groups and volunteering days.
• Opportunities for professional growth and internal promotions.