Account Manager III, Client Service Management

Description:
In addition to the responsibilities listed above, this position is also responsible for facilitating meetings with internal and external stakeholders to inform, plan, and problem-solve related to assigned accounts with minimal guidance; making frequent contact with outside stakeholders in service of fulfilling facetime requirements; resolving standard and non-standard customer service issues, and coordinating any necessary changes with appropriate internal functional areas; negotiating moderately complex agreements with personnel in the broader organization related to accounts assigned regarding timelines, deliverables and accountabilities in order to provide exemplary customer service; resolving or escalating customer experience and financial risks and applying moderately complex prevention and/or mitigation strategies; general instructions to lead the resolution of billing and eligibility issues; preparing executive-level case review documents; executing custom performance guarantees, custom contracts, and complex Requests for Proposal (RFPs), including coordinating the necessary internal resources to do so; and delivering full suite of reports in collaboration with Account Manager.

• Pursues effective relationships with others by proactively providing resources, information, advice, and expertise with coworkers and members. Listens to, seeks, and addresses performance feedback; provides mentoring to team members. Pursues self-development; creates plans and takes action to capitalize on strengths and develop weaknesses; influences others through technical explanations and examples. Adapts to and learns from change, challenges, and feedback; demonstrates flexibility in approaches to work; helps others adapt to new tasks and processes. Supports and responds to the needs of others to support a business outcome.


• Completes work assignments autonomously by applying up-to-date expertise in subject area to generate creative solutions; ensures all procedures and policies are followed; leverages an understanding of data and resources to support projects or initiatives. Collaborates cross-functionally to solve business problems; escalates issues or risks as appropriate; communicates progress and information. Supports, identifies, and monitors priorities, deadlines, and expectations. Identifies, speaks up, and implements ways to address improvement opportunities for team.


• Provides a positive customer experience within market turnaround expectations by: building and maintaining strategic relationships with customers, consultants, brokers, and/or channels while acting as the KP representative to ensure contract, benefit/service, and renewal activities; demonstrating comprehensive product knowledge when educating customers, consultants, brokers, and/or channel partners, resolving moderately complex questions or concerns; building a comprehensive understanding of prospect or customer business to ensure that Request for Renewal (RFR) response and engagement strategies are in alignment with customer goals; partnering with engagement team/specialist to monitor engagement programs (e.g., member wellness) with minimal guidance; and providing accurate information including recommendations for new products, benefits/services offerings, and pricing models to address customer, consultant, broker, and/or channel needs with minimal guidance.


• Demonstrates commitment to KP sales and retention goals by: implementing standard and non-standard strategies to meet or exceed targets for retention and growth for accounts in the Book of Business; holding accountability for Key Performance Indicators (KPIs) and maintaining updated Customer Relationship Management (CRM) platform. and contributing to the sustained growth and competitive position of KP in the market.


• Contributes to the execution of sales and renewals by: implementing the RFR process end-to-end, following established timelines and best practices; executing standard and non-standard sales and renewals including administration, negotiations, and presentations and rate product and benefit/service validation; ensuring that contracts, pricing, and membership accounting implement the negotiated terms for sales and renewals; and creating cross-sell and upsell opportunities to increase growth and retention.