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.
provide primary point of contact support to assigned corporate clients on all operational matters
# develop and maintain good business relationships with key account influencers
# 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
# in collaboration with sales, oversee and ensure that prospects, new products and services are implemented appropriately
# 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
# 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.)
# 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
providing an excellent customer experience while managing client expectations and established service standards
gaining the trust and respect of team members and other departments as an effective account manager and client expert
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
level of contribution to growing a team between sales and account management
business intelligence and analytics:
advanced level of knowledge of gem's services
level of contribution to budgeting/forecasting exercise and monitoring of variances
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
knowledge of the principles of strategic account management
knowledge of global excel's products and the realities of our clients
knowledge of the principles of good customer experience
knowledge of the crm system
proficiency in the microsoft suite of products
excellent communication skills in english and spanish (verbal and written)