Job title: account manager
Reports to: director, account management
Department/team: account management (call center & technology)
Flsa: x exempt
The healthcare insurance industry is growing faster than any other insurance sector in the united statesIf you’re looking for a tech career with a growing company where you can make a difference, earn a great salary, and be recognized for your forward thinking, then you’ve found it at bloom.
Who is bloom?
We are the insurance industry`s trusted growth partnerWe are industry visionariesWe’re solving problems and advancing the healthcare insurance business through innovative technologyWe are committed to ensuring our state-of-the-art software products and services provide greater efficiency and cost savings to clientsThis is what we do at bloom and you can be part of it.
We provide advanced sales and enrollment automation software to the insurance industry through our ascend™ technology platformBloom’s ascend™ technology platform focuses on sales automation efficiencies and optimizing the member experience from the first moment a prospect considers a health plan membership.
We pride ourselves on being an awesome place to workOur office environment is fun and casual, we want our team to enjoy the space in which they workYou’ll get to know your fellow employees at our fun events and team lunchesOur community engagement events offer opportunities to give back to the community through volunteering and other activities.
Purpose and objective
The account manager acts as a primary point-of-contact for assigned call center and technology client(s) and is responsible for client satisfaction while providing excellent customer service, relaying expectations of the client to the director of account management and the operations team generally, and building relationships with prospective and current clients that will foster continued and expanded business relationships with the clientAccount managers are the eyes and ears of the client into bloom day-to-day operations of the businessThe right candidate will understand how to balance the need to advocate for their clients internally and to balance being the voice and representation of bloom’s operations, externally.
Essential functions (primary):
Leads new client implementations for assigned technology and/or call center accounts
Act as primary communicator with clients in all aspects by acting as two-way communicator between bloom and client, client and bloom
Cater to the concerns and immediate and ever-changing needs of prospective and current clients
Work closely with product development or implementation to ensure tracking of internal development tasks and carrying that forward to ensure positive and accurate communication with the client
Proactively identify needs and client pain points of assigned clients, then drive for solutions
Track, manage and create deliverables identified to meet client needs
Responsible for contract governance for assigned clients with respect to ensuring adherence to the contract and acting as a liaison with sales for upsell or renewal opportunities
Understanding client reporting requirements to be able to assist in problem solving and proactive interpretation of reports
Track, analyze and evaluate client data and program execution to ensure client goals are met
Use sound judgment and advanced communication skills to effectively address and satisfy the needs of clients
Effectively plan and lead conference calls with internal and external participants
Prepare and deliver presentations to both internally and to the client
Act as an intermediary for escalated customer service issues generated from the team and work with the client to provide a resolution
Resolve any conflicts between the client and bloom
Promote teamwork at all times ensuring all bloom staff is working in tandem to meet client needs
Recognize opportunities to grow business relationships with clients and liaise with sales to explore them
Work with the client to make necessary preparations within bloom prior to campaigns or selling seasons/busy periods
Bachelor’s degree required
Proficiency using ms office programs (excel, word, powerpoint)
5+ years’ experience in a professional client-facing service role, health insurance industry preferred
Excellent written/verbal communication, and presentation skills
Understanding of quality customer service
Handles the pressures of stressful situations and deadlines well
Works well in a team environment
Self-motivated and goal-oriented
Creative and solutions-minded
Up to 25%