Job Objective / Purpose
The Account Managers play a crucial role in building and maintaining client relationships, which is vital to the success of a company. They are responsible for maintaining and growing business relationships with existing clients and customers. AM serves as the primary point of contact for clients to understand their needs, and work to ensure delivery of products and services that meet and exceed expectations. They also serve as the primary liaison between client decision-makers (HR/Procurement), brokers (as necessary), Clinic Operations, Medical Affairs, and ActiveOne Management. Account manager ensures that the Service Level Agreement with the client is consistently met.
Duties and Responsibilities
Job Area 1
Client Relationship Management:
Develop and maintain a strong relationship with assigned clients.
Act as the main point of contact for client inquiries, issues and requests.
Regularly communicate with clients to understand their needs and preferences. Manage client expectations through effective project management and account management (ie. Conflict management, timely preparation of Minutes of Meetings).
Strategically positions ActiveOne as an end-to-end healthcare solutions provider. Naturally conversant of all A1 products/services beyond corporate clinic management.
Ensures compliance to client SLA’s as contracted. Coordinate all activities related to the account.
Earns the trust of clients and brokers as a key business partner. Guarantees a positive working relationship between clients and brokers.
Prepares, updates, and executes Account Plans.
Account growth and retention:
Identifying opportunities to upsell or cross-sell additional products and services to existing clients (Health Programs, Wellness, PBM, Health Screening, Mental health, OSH Vaccines, etc) Sparks the interest of clients for these products/services. Refers interested clients to product champions and monitors closure.
Develop strategies to retain and renew client contracts or agreements. 100% account retention.
Client satisfaction. Consistent minimum performance rating of 9/10.
Monitor client satisfaction and attend to any concerns promptly.
Client communication:
Clearly convey service information, updates and relevant industry trends to clients.
Address client inquiries and provide timely responses to emails and phone calls.
Organize and participate in client meetings, both in person and virtually.
Account documentation:
Maintain accurate records of client interactions and account details.
Track and report sales performance and client satisfaction.
Custodian of contracts of all assigned clients. Properly cascades details to stakeholders (Account Management Team, Clinic Operations, Medical Staff, Backend support, Vendors, Brokers).
Responsible for ensuring the client contract renewal of A1 services and products as aligned with A1 Management.
Problem Resolution:
Act as liaison between the client and internal teams to resolve any client-related issues or concerns.
Recommend strategies to prevent and mitigate potential issues.
Finance Management
Assists in billing related concerns for the standard monthly reports as necessary.
Clears all accounting accountabilities- properly liquidates all cash advances and files reimbursements on-time.
Job Area 2
Administrative, operational and other specific roles
Works with the immediate head (GKAM) for the updates on RCI services, diagnostics and treatment trends and cascade to clients.
Support the direction of Customer-Centric Approach in order to retain accounts and further strengthen partnerships by establishing world-class Ways of Working (WOWs).
Ensures attainment of business objectives by constant coordination with GKAM.
Orchestrate effective partnerships between the CAT and other internal partners to ensure delivery of quality services to all existing accounts.
Visit each client twice each month.
Other duties and responsibilities that may be assigned depending on business need.
Background and Qualifications
- Bachelor’s degree in Business, Science or similar fields
- Prior industry experience desirable
- Excellent interpersonal communication, organizational, and presentation skills
- Superior negotiation and influencing skills
- A basic understanding of medical and healthcare terminologies, technologies, protocols, etc
- A good understanding of marketing and commercialization of products and services from the industry perspective.
- Ability to understand, manage and lead in a multi-stakeholder environment, both internally and externally
- Project management and process improvement abilities
- Fluent command of spoken and written English.
- Knowledge of electronic tools (documents, spreadsheets, presentation slides) and good technical understanding of databases and data automation