Account Manager

About this role

Overview
Who We Are
Because health is personal. That's why Personify Health created the first and only personalized health platform—bringing health plan administration, holistic wellbeing solutions, and comprehensive care navigation together in one place. We serve employers, health plans, and health systems with data-driven solutions that reduce costs while actually improving health outcomes. Together, our team is on a mission to empower people to lead healthier lives.
Learn even more about the work that drives us at personifyhealth.com.
Responsibilities
What You'll Do
You are a skilled client management/success professional who is dedicated to your craft and capable of working under limited supervision. In this role, you will have primary responsibility working with clients to create a plan for their program while promoting best practice program design and ensuring flawless execution. You will oversee day-to-day account management activities for the assigned clients by working closely with other functional departments within the company. It will be necessary to support the Expansion, Strategic Accounts and/or Sales teams with growth efforts. As an Account Manager, you demonstrate internally and externally solid understanding of the success drivers and best practices to maximize client retention, revenue growth, relationship and reference-ability.
Client Consultation and Management

• Responsible for the retention and growth of a group of existing clients and successful onboarding of new clients

• Ensure that all client contractual obligations are being met while communicating any contractual risks appropriately

• Overall knowledge of client, client expectations and goals to effectively present information, respond and follow up on questions and inquiries from clients

• Establishes relationships with clients to enable successful implementation, growth and expansion of Personify Health programs when appropriate to meet client goals

• Managing consultant/broker/influencer relationships aligned with clients

• Effectively communicate roadmap and engagement solutions with passion and excitement.

• Prepare and deliver reviews for each client. Perform analytical reviews of client results and develop strategic recommendations and action plans aligned with client’s goals and objectives.

• Serve as a customer advocate within Personify Health and interface with internal departments to develop, implement and drive strategies to meet requirements and enhance the offerings.

• Maintain a strong knowledge of the wellness, health and navigation space, plus competition

• Trouble-shoots and resolves issues; work with the Client Delivery Team as appropriate and seeks assistance of manager with questions that are more complex

Program Management and Service Delivery

• Maintain internal client management tools for assigned accounts including Gainsight, Salesforce, Confluence, Jira, etc.

• Create an outreach plan to reach all stakeholders within a client’s organization

• Work with the client to understand organizational design, type of work environment, etc. and design a specific plan to maximize member engagement.

• Work with Client Delivery Team for appropriate collaboration and hand off; items include but not limited to:

• Eligibility specifications and file transfers

• Data integration

• Accuracy and execution of all client program information

• In-year utilization-based services

• Provide communication plan, in year program activities, challenges and training on how to use best practice materials; work in partnership with Client Delivery Teams for implementation

• Serves as Subject Matter Expert for Personify Health Analytics tool and is responsible for training clients for utilizing the tool

• Monitor engagement and modify arrangements as appropriate

• Provide data and reports as it relates to incentive delivery and program completion

• Perform special projects as requested

Project Management

• Works closely with Project Management Team for the successful implementation of new clients

• Establishes and manages year-round client program plan(s)

• Oversees day-to-day account management activities for assigned accounts. Coordinates with appropriate personnel, such as Client Delivery, Client Solutions, Concierge Screening Coordinator, Business Analyst, etc.

• Ensure the success and quality by working with the client and acting on feedback as appropriate

• Ensures timely and successful delivery of all program components

Qualifications
What You Bring to Our Team
Education and Experience

• Bachelor's degree, or equivalent, in related discipline

• Account Manager
• 3+ years of direct account management work, which includes primary accountability of the overall account relationship with SMB and regional revenue clients

• Senior Account Manager
• 6+ years of direct account management work, which includes primary accountability of the overall account relationship with large enterprise & strategic revenue clients

• Background in consulting, wellness, health insurance, healthcare, navigation and/or related field

• Excellent knowledge and skill using Microsoft Office suite

• Experience with Salesforce and Gainsight (Gainsight is preferred)

• Characteristics you regularly demonstrate should include:

• Strong interpersonal, presentation and writing skills

• Strong organizational skills and detail orientation

• Demonstrated ability to collaborate

• Collaborative, fast-moving and comfortable with change

• Self-directed and proven ability to work independently

Required Knowledge, Skills and Abilities
Core Competencies for Success:

•
Committed to Completed Work: Clearly assigns responsibility for tasks and decisions. Sets clear objectives and measures. Takes the value of work actually executed into consideration. Monitors process, progress, and results with a focus on final resolution. Influences and navigates the organization to ensure completion.

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Customer Focus: Trusted…