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 – weightingaccount 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 mannermajor challengesmanaging 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 expertmajor job accountabilitiesmanage 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 marketssuccess measuresaccount 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 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 variancesnew 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 offeringsksa (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 multitask
proficiency in the microsoft suite of productsrequirements and qualificationsuniversity 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