Account Manager
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Job Description
Account Manager at Cisive managing client relationships in the healthcare vertical. Delivering high-quality service and collaborating with cross-functional teams for client satisfaction and retention.
Responsibilities:
- Manage a portfolio of accounts at a high level to ensure customer satisfaction and retention
- Using the required documents and in accordance with the Salesforce Queue Policy, clearly and concisely present spec changes and IT issues and projects to IT and Change Management via Salesforce
- Track and monitor IT projects in the Salesforce and Target Process queues and manage ETAs (internally and externally)
- Coordinate internal involvement in order to meet client expectations (IT, Ops, Client Services, etc.)
- Work closely with Client Services to ensure client satisfaction and problem resolution and keep Client Services apprised of account changes through regular phone and email communications
- Schedule and facilitate regular calls (how often depends on the client)- the purpose of the calls is to discuss program health, best practices, new products/initiatives, etc.
- Client specific training for new and existing CSRs
- Annual top to bottom account analysis- spec review, enhancement recommendations, proposals (system and spec), YOY analysis, SLAs- were they met, why, suggestions to improve if not met, contract commitments- were they met for the year, why, etc
- Prepare Quarterly Business Review (QBR) Presentations including background statistics (run through CART), program enhancements, pending projects, industry trends, and other topics as required by the client
- Ensure QBR Presentations and QBR notes are uploaded in Salesforce and to the Wiki in a timely manner
- With the help of the CSR’s, ensure that the Wiki is continually updated and documented (i.e. Specs, fee schedules, etc.)
- Recognize and capitalize on opportunities to upsell
- Track SLAs and ensure contract commitments are met
- Prepare EOM reports in accordance with provided requirements
- Track and coordinate contract renewal as needed
- Other assigned tasks on an as needed basis.
Requirements:
- High School Diploma or equivalent Required
- Bachelor’s degree preferred, or 1-3 years in a similar support role required
- Healthcare experience strongly preferred
- Proven account management or other relevant experience
- Demonstrated ability to communicate, present and influence credibly and effectively at all levels
- Experience in delivering client-focused solutions based on customer needs
- Proven ability to manage multiple projects at a time while paying strict attention to detail
- Excellent listening, documentation and presentation skills
- Excellent verbal and written communications skills
- Self-motivated and able to thrive in a results-driven environment
- Natural relationship builder with integrity, reliability and maturity
- Ability to prioritize among competing tasks
- Critical thinking and problem-solving skills
- Excellent time and project management skills
- Strong attention to detail and adherence to deadlines
- Expert at Microsoft Office Suite, Google Apps, Salesforce and help desk support software
Benefits:
- It's fun to work in a company where people truly BELIEVE in what they're doing!
- Health insurance
- Professional development opportunities
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