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.**This is a Hybrid role - Requires to work from the office****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 servicesBUSINESS 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**Account Maintenance and Operational Enhancements:- Consistency in timely and appropriate resolution of client issues- Level of value added to the business development initiatives- Level of contribution to growing a team between Sales and Account Management- Excellent client retention- Level of contribution and effectiveness of interdepartmental operational enhancementsBusiness Intelligence and Analytics:- Level of proactive identification of assigned client’s and assigned market’s trends, ability to explain them and take action accordingly- Advanced level of knowledge of