Account Manager

Hybrid role- requires going to the office regularly.

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

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 enhancements

Business 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 the US Healthcare, ability to be a resource for our clients and prepare and conduct workshops at existing or prospect clients

Intermediate level of knowledge of assigned client’s realities as well as assigned market trends (economic, legislative, political..)

Advanced level of knowledge of GEM’s services

Level of contribution to budgeting/forecasting exercise and monitoring of variances

New Business Development:

Showing growth in existing accounts

Level of contribution and adoption of CRM system

Level business development intelligence

Quality of contributions to growth strategies

Quantity and quality of growth activities

Level of contribution to strategic market development and evolution of products and service offerings

KSA (Knowledge, Skills and Abilities/Attitudes)

Knowledge of the principles of strategic Account Management

Knowledge of Global Excel’s products and the realities of our clients

Knowledge of the US Healthcare system

Knowledge of the key issues in foreign markets

Knowledge of the principles of good customer experience

Knowledge of the CRM system

Excellent interpersonal and organizational skills

Creative thinking

Strong ability to persuade others

Strong ability to attract interest and quickly develop relationships

Ability to pose questions that lead to uncovering issues or opportunities

Ability to organize, prioritize, and multi task

Proficiency in the Microsoft suite of products

Requirements and Qualifications

University degree or equivalent with minimum of 5 years of related work experience

Excellent communication skills in English and Spanish (verbal and written)

Demonstrated success in managing clients

Available for travel as needed to achieve business goals