Responsible for ensuring timely and accurate response to account needs including proper account configuration and maintenance, issue resolution, and other account management activities. Maintain smooth delivery of benefits to the account in line with enterprise-wide account servicing standards. Accountable for the retention and growth of existing and assigned account or agency relationships.
Address, triage and oversee day-to-day account inquiries and issues related to product/program administration, account servicing, member services, billing, benefits admin/claims issues, quoting activity, etc.
Support the development of account plans and coordinate strategic account planning logistics (e.g., scheduling meetings, coordinating involvement).
Participate in account planning process to ensure awareness of account initiatives/strategies and contextualize responsibilities during initiative implementation.
Support in gathering information and compiling preliminary materials in preparation for external meetings.
Coordinate with and engage program/product owners/subject matter experts on story development, key data metrics, talking points, and materials to support sales consultation.
Triage and execute effective and efficient completion of account maintenance.
Identify and address root causes of recurring operational issues.
Support development of renewal proposals and request for proposal responses and presentation materials.
Complete account management activities to implement renewals.
Coordinate with internal functions (e.g., IT, Benefit Admin, Inter-Plan Admin, etc.) to implement benefit changes or solutions identified through strategic account planning.
Bachelor's Degree in Business Administration, Sales and Marketing or related field preferred.
Minimum three (3) years of sales and account management experience required.
Experience in Salesforce Customer Relationship Management (CRM) strongly preferred.
Valid Michigan Accident and Health Insurance License.
Valid and unrestricted driver's license is required.
Knowledge of benefit programs, billing, claims and membership systems, data warehouses, rating and financial arrangements, policies, procedures, and underwriting as it relates to sales and marketing.
Ability to surface account feedback from interactions and synthesize key operational pain points across multiple accounts.
Ability to review and validate data/reports for accuracy and relevance. Familiarity with key client reports and outputs.
Strong communication skills with ability to communicate concisely and clearly across a range of channels/communication tools (e.g., CRM, documents, calls, meetings) with internal and external stakeholders.
Strong skills in utilizing Microsoft PowerPoint, Word, and other Enterprise tools to develop compelling and visually appealing presentations and externally facing materials.
Ability to conduct basic research (e.g., on account, products, etc.) to facilitate external meetings and presentation preparation.
Ability to support implementation of program/product solutions by gathering relevant internal/external data and information.
Superior organizational skills and the ability to multi-task across several tasks/projects simultaneously for various accounts.
Knowledge of project management processes and tools (e.g., to report on status of issues).
Ability to prioritize and direct issues/inquiries to appropriate internal functions and appropriately engage support resources.