What are the responsibilities and job description for the Account Manager position at ARMADACARE?
Summary:
This is a full-time position that provides professional and administrative support to the Client & Broker Services Department of Armada. This person will directly report to the Director, Client & Broker Services for supervision purposes. The Account Manager manages a book of business with a key focus on retention and client loyalty, while acting with a high degree of independent discretion, autonomy, and decision-making. The Account Manager provides professional, courteous, white glove service to our clients, brokers and members, resulting in a rate of account retention that meets or exceeds expectations.
Armada Employee Standards:
- Support Armada benchmarks and meet company goals
- Be a team player
- Sustain a positive, enthusiastic and professional attitude at all times
- Accommodate requests with a smile and “let me see what I can do” attitude
- Adhere to supervisor directives
- Maintain a professional appearance and demeanor
- Arrive prior to the scheduled starting time, properly dressed and prepared to work
- Perform all duties in a timely, accurate, honest, and professional manner
Tasks/Responsibilities:
- Responds to a variety of strategic broker and client-level inquiries from operational to informational; develops and maintains strong relationships with clients and brokers
- Cultivates and maintains relationships with brokers and clients
- Delivers superior customer service by maintaining contact with clients and brokers by conducting proactive outreach on a regular basis
- Responsible for overall retention and growth of accounts in assigned book of business
- Collaborates and partners with sales on new business opportunities as well as cross sell opportunities with existing partners/clients.
- Develops renewal plan and delivers renewal offers to clients and brokers; follows-up to assure renewals are secured
- Distributes usage and engagement reports to key clients monthly or quarterly
- Facilitates client onboarding and implementation in conjunction with Account Coordinator
- Maintains detailed knowledge of new and existing products by closely working with colleagues
- Ensures credibility with clients/brokers by maintaining detailed knowledge of current market conditions and competitors’ products
- Through our client monitoring program (RYG), creates detailed, strategic account plans to ensure continuous high-level service and support for our strategic clients
- Manages, organizes and conducts client and broker meetings, when necessary, on site and virtually
- Appropriately documents conversations with clients and brokers and updates all computer systems when necessary; ensures accuracy of data in those systems
Skills/Requirements:
- BA/BS degree
- 2 years managing complex client accounts and relationships
- General understanding of health insurance
- Ability to work autonomously and manage time effectively in order to meet client deadlines
- Ability to manage client expectations and understand the impact both administratively and financially
- Must be proficient in MS Word, Excel, and Outlook.
- Excellent verbal and written communication skills required.
- A professional appearance and telephone manner is essential.
- Must have a good command of the English language, oral, and written.
- Must be able to work in a fast-paced environment with demonstrated ability to handle multiple tasks.
- Needs to be receptive to and accepting guidance from others
- Ability to deal with difficult people and problems
- Able to work well in a team environment
- Able to work in a diverse group of people