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Employment Type:
Full time
Job Category:
Senior Account Manager
(This job is no longer available)
Physicians Health Plan | South Bend, IN
Grad Date

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Job Description

The Senior Account Manager is responsible for building relationships with a book of business within the South Bend region, and for the retention and client satisfaction of that book. The Senior Account Manager educates their clients on how to use and maximize their benefits, and also promotes PHP value-adds. They serve as the primary point of contact and engage the right internal and external people to ensure any concerns are handled quickly, effectively, and at the root. Senior Account Managers must develop an intimate knowledge of their clients and agents so they can deliver a consultative and best-in-class customer experience built upon a customized mix of products and services that best meets the client’s current and future needs.

1. Serves as the primary point of contact for an assigned book of Employer clients, responsible for resolving Employer issues, questions, or service needs with accuracy and efficiency.

2. Involves the right people (internal/external) to ensure problems are solved quickly and at the root, while considering all upstream and downstream impacts.

3. Educates clients (Agents, Employers, Employees) on applicable PHP products, features, value-adds, terminology, and processes. Understands the key goals, priorities, and motivators of their clients and tailors solutions to help clients achieve success in those areas. Performs analysis of client performance and provides regular updates to the client as well as internal sales management.

4. Consults with Employers to find solutions to business challenges such as managing costs, recruitment, retention, morale, wellness, and concerns unique to each client.

5. Initiates regular and meaningful contact with clients using multiple channels of communication with face-to-face contact included during multiple points in the benefit year.

6. Displays sound judgment and common sense, and maintains orderly and logical notes and documentation to support decisions and to allow for seamless backup coverage across the team.

7. Takes ownership of the customer experience, putting an emphasis on doing the right thing and making it easy to do business with PHP.

8. Represents PHP by being actively engaged in the Community through Board or volunteer work.

9. Actively involved in continuous learning and shares ideas and knowledge with others. Proactively focuses on self-development to maintain/grow knowledge, enhance/develop skill set, and retain a competitive edge.

10. Creates action plans to help achieve individual and departmental goals.

11. Uses effective/professional communication and presentation skills to present renewal/benefit plan packages, share information, and to prompt/persuade the client to take action.

12. Uses technology to improve process efficiency and to share meaningful data/presentations with clients. Able to adapt to a variety of settings and technology platforms.

13. Has an expert knowledge of the PHP suite of products, benefit administration, and the regulatory/legislative environment. Serves as a trusted advisor for both clients and internal team members. Feels comfortable talking about product design, features, requirements, programs, value-adds, etc.

14. Understands the PHP story - how we got to this point (History), why we do what we do (Mission), and where we are going from here (Vision/Strategy) and can speak confidently about these things to external parties.

15. Purposeful about developing a solid knowledge of the customer base, including understanding the unique characteristics of the assigned block of business and learning to identify key/influential figures. Matches clients with the products and services that will best meet their unique needs.

16. Understands how internal business partners interact with Group Experience and leverages internal relationships to solve problems and improve the customer experience.

17. Successfully completes foundational Sales Training and demonstrates an understanding and application of core principles and basic sales technique.

18. Engages in purposeful relationship building through hosting of clients/brokers at events, one-on-one meetings with key figures, profile analysis, and being an active participant in networking opportunities.

19. Achieves key sales metrics including retention, participation (in benefits and in programs), quantity/timeliness of client meetings, attendance at PHP-sponsored events, etc.

20. Represents PHP well by maintaining a professional personal appearance that conveys confidence and approachability. Uses proper grammar, makes eye contact, is mindful of non-verbal cues, follows professional dining etiquette, etc. Critical Required Skills:

1. Self-directed and results/goal oriented.

2. Uses planning, organization, and prioritization skills to manage time effectively and in meeting deadlines.

3. Ability to explain products, features, terminology, etc. in a way that is easy to understand and tailored to the needs of the audience. Positive attitude and a steady composure, even under pressure or stress. Sound business judgment. Quick thinking; finds workarounds and solutions if presented with a challenge or roadblock. General PC/equipment skills, including core Microsoft products (Outlook, Word, Excel, and PowerPoint. Visio a plus). Projects confidence and has effective communication, presentation, and facilitation skills. Ability to find common ground to initiate relationships and network. Approachable and easily builds rapport. Has an appetite for learning and displays an increasing knowledge of sales techniques and principles.

Creativity. Key Challenges: Must be self-directed and motivated Goal-oriented. Must meet deadlines, performance expectations, and metrics. Ability to prioritize in order to manage competing demands. Ability to adapt to change. Continuous improvement mindset, initiates process improvement. Successful relationship building skills. Strong awareness of self and others, with the ability to adapt to the style of the audience. Staying abreast of industry/PHP knowledge. Willingness to work non-traditional hours as needed (e.g., early morning/evening hours, hosting evening/weekend events, etc.). Willing to work longer hours to maintain service standards (typically during fourth quarter). May require light travel (e.g., day trips or occasional overnight trips). Must have reliable transportation and maintain a safe driving record. Experience: A Bachelor’s Degree in Business, Risk Management or a related field preferred. Five to seven (5-7) years of experience in professional sales and service, as well as experience working with a broker-based distribution model are required. Demonstrated career progression and achievement of retention and performance goals. Must maintain a current State of Indiana Life and Health Insurance License. Bilingual in English/Spanish a plus.

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