Account Manager - Global Excel Management

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%)

1. Provide primary point of contact support to assigned corporate clients on all operational matters
2. Develop and maintain good business relationships with key account influencers
3. Monitor large and/or complex cases, manage the escalation process and update stakeholders accordingly
4. Identify and implement initiatives to assist our clients and GEM be more efficient, profitable and improve customer experience
5. In collaboration with Sales, act on trend information to optimise account growth by addressing and understanding underlying causes of key trends
6. In collaboration with Sales, take ownership of client visit organization, agenda and related reports to ensure visit objectives are met
7. Ensure the entire claims cycle is functioning according to terms of business from receipt of notification to receipt of payment
8. In collaboration with sales, oversee and ensure that prospects, new products and services are implemented appropriately
9. Proactively identify, communicate and act upon opportunities for interdepartmental process improvements
10. Develop and maintain a collaborative working relationship with operational teams and GEM support services

BUSINESS INTELLIGENCE AND ANALYTICS (25%)

1. Track key performance indicators and ensure clients receive timely and relevant information regarding their books of business
2. 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.
3. Develop and maintain a good knowledge of key economic, legislative and political issues within the assigned markets
4. Support Sales team in the preparation of annual sales budgets and quarterly forecasts
5. Regularly monitor client’s key performance indicators (Savings / Medicare Performance / TAT / A/R Status, etc.)

NEW BUSINESS DEVELOPMENT (15%)

1. Identify opportunities for growth within existing business and collaborate with Sales to develop the appropriate strategies
2. Through market research identify and communicate prospects to Sales and participate in strategy development
3. Demonstrate creative thinking and the ability to contribute to Strategic Market Development discussions with Sales and upper management
4. 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
• Demonstrated success in managing clients
• Available for travel as needed to achieve business goals