Account Manager
2 months ago
Who are you?
We are searching for an Account Manager to join our dynamic and passionate team. The successful candidate will be a skilled client management/success professional in the health tech space who is dedicated to their craft and capable of working under limited supervision. In this role, their primary responsibility will be working with clients to create a plan for their program while promoting best practice program design and ensuring flawless execution. They 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 other commercial teams with growth efforts and new logo acquisition as the Account Management SME. As an Account Manager, they’ll demonstrate internally and externally a solid understanding of the success drivers and best practices to maximise client retention, revenue growth, relationships, and reference-ability.
In this role you will wear many hats, but your knowledge will be essential in the following:
Client Consultation and ManagementResponsible 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.
Establish effective relationships with clients to enable successful implementation, growth, and expansion of Virgin Pulse programs when appropriate to meet client goals.
Where geographically feasible (i.e., UK) meet clients F2F a minimum of twice per contracted year.
Plan and run on-site activation events for both new and existing clients to boost enrollment.
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 Virgin Pulse and interface with internal departments to develop, implement and drive strategies to meet requirements and enhance the offerings.
Maintain a strong knowledge of the health and wellbeing space, plus competition.
Trouble-shoot and resolve issues; work with the Client Delivery Team as appropriate and seek 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 organisation
Work with the client to understand organisational design, type of work environment, etc. and design a specific plan to maximise 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 utilisation-based services
Provide communication plans, in year program activities, challenges and training on how to use best practice materials, work in partnership with Client Delivery Teams for implementation.
Serve as Subject Matter Expert for Virgin Pulse Analytics tool and be responsible for training clients to utilise 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
Work closely with Project Management Team for the successful implementation of new clients
Establish and manage year-round client program plan(s)
Oversee day-to-day account management activities for assigned accounts.
Coordinate 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.
You’ll be rewarded and recognized for your performance in an environment that will challenge you and give you clear direction on what it takes to succeed in your role as well as provide development for other roles you may be interested in.
What you bring to the Personify Health team:
In order to represent the best of what we have to offer you come to us with a multitude of positive attributes including:
Bachelor's degree, or equivalent, in related discipline
Account Management within the health & Wellbeing space
3+ years of direct account management work, which includes primary accountability of the overall account relationship with medium to large accounts.
Background in wellbeing tech, health insurance and/or related field
Excellent knowledge and skill using Microsoft Office suite.
Experience with Salesforce and Gainsight (Gainsight is preferred)
Good track record of delivering results and working towards targets.
Full UK driving license and use of own car.
Characteristics you regularly demonstrate should include:
Strong interpersonal, presentation and writing skills.
Strong organisational skills and detail orientation
Demonstrated ability to collaborate.
Outstanding project management abilities
Collaborative, fast-moving and comfortable with change
Self-directed and proven ability to work independently.
Strong resilience – with a ‘roll your sleeves up’ attitude.
You also take pride in offering the following Core Skills, Competencies, and Characteristics:
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 organisation to ensure completion.
Customer Focus : Trusted Advisor mindset. Dedicated to meeting the expectations and requirements of internal and external customers; gets first-hand customer information and uses it for improvements in products and services; acts with customers in mind; establishes and maintains effective relationships with customers and gains their trust and respect.
Action Orientation : Enjoys working hard; is action oriented and full of energy for the things he/she sees as challenging; not fearful of acting with a minimum of planning.
Peer Relationships : Can quickly find common ground and solve problems for the good of all; can represent his/her own interests and yet be fair to other groups; can solve problems with peers with a minimum of noise; is seen as a team player and is cooperative; easily gains trust and support of peers; encourages collaboration; can be transparent with peers.
Problem Solving : Uses rigorous logic and methods to solve difficult problems with effective solutions. Probes all useful sources for answers. Can see hidden problems. Is excellent at honest analysis; looks beyond the obvious and doesn’t stop at the first answers.
Process Managemen t: Good at figuring out the processes and team members necessary to get things done. Knows how to organise people and activities. Understands how to separate and combine tasks into efficient work flow. Can see opportunities for synergy and integration. Can simplify complex processes; gets more out of fewer resources.
No candidate will meet every single desired qualification. If your experience looks a little different from what we’ve identified and you think you can bring value to the role, we’d love to learn more about you
Personify Health is an equal opportunity organization and is committed to diversity, inclusion, equity, and social justice.
In compliance with all states and cities that require transparency of pay, the base compensation for this position ranges from [x to x]. Note that salary may vary based on location, skills, and experience. This position is eligible for [x%] target bonus/variable compensation as well as health, dental, vision, mental health and other benefits.
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