Job Title

Position Purpose and DescriptionThis 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 – WeightingACCOUNT MAINTENANCE AND OPERATIONAL ENHANCEMENTS (60%)Provide primary point of contact support to assigned corporate clients on all operational mattersDevelop and maintain good business relationships with key account influencersMonitor large and/or complex cases, manage the escalation process and update stakeholders accordinglyIdentify and implement initiatives to assist our clients and GEM be more efficient, profitable and improve customer experienceIn collaboration with Sales, act on trend information to optimise account growth by addressing and understanding underlying causes of key trendsIn collaboration with Sales, take ownership of client visit organization, agenda and related reports to ensure visit objectives are metEnsure the entire claims cycle is functioning according to terms of business from receipt of notification to receipt of paymentIn collaboration with sales, oversee and ensure that prospects, new products and services are implemented appropriatelyProactively identify, communicate and act upon opportunities for interdepartmental process improvementsDevelop 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 businessDevelop 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.Develop and maintain a good knowledge of key economic, legislative and political issues within the assigned marketsSupport Sales team in the preparation of annual sales budgets and quarterly forecastsRegularly monitor client’s key performance indicators (Savings / Medicare Performance / TAT / A/R Status, etc.) NEW BUSINESS DEVELOPMENT (15%)Identify opportunities for growth within existing business and collaborate with Sales to develop the appropriate strategiesThrough market research identify and communicate prospects to Sales and participate in strategy developmentDemonstrate creative thinking and the ability to contribute to Strategic Market Development discussions with Sales and upper managementWork 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 constraintsProviding an excellent customer experience while managing client expectations and established service standardsDeveloping and maintaining a high level of knowledge of assigned foreign marketsBeing able and willing to solicit the opinion of other team members (i.e. business development ideas, operational improvements, etc.) and contend with criticismGaining the trust and respect of team members and other departments as an effective Account Manager and client expertMajor Job Accountabilities Manage and enhance existing accountsProvide relevant and timely information updates, both internally and externallyObtain and maintain a high level of customer experience on assigned accountsWork with Sales towards business development goals whether with new or established accountsContinually improve knowledge of products and respective marketsSuccess MeasuresAccount Maintenance and Operational Enhancements:Consistency in timely and appropriate resolution of client issuesLevel of value added to the business development initiativesLevel of contribution to growing a team between Sales and Account ManagementExcellent client retentionLevel 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 accordinglyAdvanced level of knowledge of the US Healthcare, ability to be a resource for our clients and prepare and conduct workshops at existing or prospect clientsIntermediate level of knowledge of assigned client’s realities as well as assigned market trends (economic, legislative, political..)Advanced level of knowledge of GEM’s servicesLevel of contribution to budgeting/forecasting exercise and monitoring of variances New Business Development:Showing growth in existing accountsLevel of contribution and adoption of CRM systemLevel business development intelligenceQuality of contributions to growth strategiesQuantity and quality of growth activities Level of contribution to strategic market development and evolution of products and service offeringsKSA (Knowledge, Skills and Abilities/Attitudes) Knowledge of the principles of strategic Account ManagementKnowledge of Global Excel’s products and the realities of our clientsKnowledge of the US Healthcare systemKnowledge of the key issues in foreign marketsKnowledge of the principles of good customer experienceKnowledge of the CRM systemExcellent interpersonal and organizational skillsCreative thinkingStrong ability to persuade othersStrong ability to attract interest and quickly develop relationshipsAbility to pose questions that lead to uncovering issues or opportunitiesAbility to organize, prioritize, and multitaskProficiency in the Microsoft suite of products Requirements and Qualifications University degree or equivalent with minimum of 5 years of related work experienceExcellent communication skills in English and Spanish (verbal and written)Demonstrated success in managing clientsAvailable for travel as needed to achieve business goals