Manager, Sales & Account Management

Manages the design and implementation of complex sales and account plans including new products, benefits offerings, or pricing models. Manages team member activities for local and regional enrollment meetings to win and retain customers. Manages team members to pursue sales opportunities in new or growing markets. Guides team members to build and leverage relationships with brokers, channels, and customers to demonstrate value and build commitment. Guides the delivery of plan design, quote, and Request for Proposal (RFP). Monitors account performance to identify and mitigate potential issues. Ensures a positive customer experience by managing the team to identify and address customer needs in alignment with KP vision and values. Identifies service failure trends, and develops strategies to better serve customers and fulfill KP mission. Coaches team members to execute on cross-sell and up-sell opportunities with existing customers.

• Provides developmental opportunities for others; builds collaborative, cross-functional relationships. Solicits and acts on performance feedback; works closely with employees to set goals and provide open feedback and coaching to drive performance improvement. Pursues professional growth; develops and provides training and development to talent for growth opportunities; supports execution of performance management guidelines and expectations. Leads, adapts, implements, and stays up to date with organizational change, challenges, feedback, best practices, processes, and industry trends. Fosters open dialogue amongst team members, engages, motivates, and promotes collaboration within and across teams. Delegates tasks and decisions as appropriate; provides appropriate support, guidance, and scope; encourages development and consideration of options in decision making.
• Manages designated work unit or team by translating business plans into tactical action items; oversees the completion of work assignments and identifies opportunities for improvement; ensures all policies and procedures are followed. Aligns team efforts; builds accountability for and measuring progress in achieving results; determines and ensures processes and methodologies are implemented; resolves escalated issues as appropriate; sets standards and measures progress. Fosters the development of work plans to meet business priorities and deadlines; obtains and distributes resources. Removes obstacles that impact performance; identifies and addresses improvement opportunities; guides performance and develops contingency plans accordingly; influences teams to execute in alignment with operational objectives.
• Contributes to a positive customer experience by: managing the team to develop complex strategies for increasing sales channels and building customer commitment; managing the team to apply complex strategies to meet customer needs, and provide solutions linking KP mission, vision and values, key quality measures, key care management initiatives, and services initiatives; managing the team to respond to, encourage, and educate customers, brokers, and consultants about added services and product enhancements in complex situations; and managing the team to utilize reports of failure service failure trends or process improvement opportunities to develop complex strategies to better meet customer needs in the long-term.
• Facilitates the enrollment and implementation process by: managing the team to win new and retain current customers at local and regional enrollment meetings; managing the team to apply complex strategies for assessing and meeting customer needs during the membership enrollment and implementation process; and managing teams across functions in the overall implementation or renewal process of health plan membership, including research, presentation, preparation, reporting and training coordination.
• Contributes to the development of sales strategy by: managing the development of plans for new products, benefits offerings, or pricing models to address customer needs; managing the analysis of industry trends, and competitor products, offerings, and pricing models to provide lessons learned and strategic recommendations across functions; managing the team to refine and execute a long-term account plan to meet challenging business objectives for membership, revenue and margin; managing the team to utilize performance trends to develop account strategy and identify and resolve potential issues; and ensuring that teams optimize marketing and technical resources to achieve account plan objectives.
• Contributes to sales goal attainment by: managing the team to implement complex long-term strategies to grow customer base to new or growing markets; managing the team to adopt innovative applications of the prospect database and targeted prospect profiles to drive strategic planning; managing across teams to collaborate on and deliver product and plan design, quote, and Request for Proposal (RFP); managing the team to provide complex formal recommendations to inform forecasting and pricing; and managing the team to apply complex strategies to increase cross-sell and up-sell opportunities.