Account Management Associate IV - Public/Commercial

Job Summary: 

Contributes to the implementation of account strategy by performing tasks including collaborating with peers across the organization to support data collection and assisting with team communications with customers, consultants, brokers, and/or channel partners. Adapts solutions to resolve customer questions and concerns. Leverages advanced knowledge of account activities, including plan execution, systems and administration, negotiations, presentations, rate, and product/benefits when communicating with customers. Participates in communities of practice to share best practices and contribute to the development of peers. Supports KP sales and retention goals by monitoring progress on key performance indicators (KPIs) and maintaining the customer relationship management (CRM) platform.

• Pursues effective relationships across teams and/or the organization to obtain and share resources, information, and advice with coworkers and members. Listens to, addresses, and seeks performance feedback; acts as a mentor for less experienced team members. Pursues self-development; creates plans to capitalize on strengths and develop weaknesses; reviews others work to help them learn. Adapts to and learns from change, challenges, and feedback; demonstrates flexibility in work; helps others adapt to non-routine situations. Identifies and responds to the needs of others to support the execution of varied work processes.
• Works within established procedures and practices to complete routine work assignments autonomously; follows instructions to complete novel or varied tasks. Collaborates with others to identify and implement appropriate solutions for routine and non-routine issues; escalates high-priority issues or risks; monitors progress and results. Supports the development of work plans to meet established priorities, deadlines, and expectations. Identifies, speaks up, and implements ways to address improvement opportunities within and across teams.
• Supports a positive customer experience and market turnaround expectations by: building and maintaining administrative relationships with customers, consultants, brokers, and/or channels by working with cross-team, and cross-organization peers to provide and obtain basic information to support contract, benefit/service, and renewal activities; adapting solutions to specific situations to address and resolve customer, consultant, broker, and/or channel partner questions and concerns; completing complex assigned tasks independently to support Request for Renewal (RFR) responses and engagement strategies; partnering with engagement team/specialist to coordinate engagement programs (e.g., open enrollment) independently; and providing accurate information including advanced knowledge of products, benefits/services offerings, and pricing models when assisting customers, consultants, brokers, and/or channels.
• Supports internal and external communication by: leading communications across teams to provide and obtain basic information to support the development of account strategy and implementation of strategic initiatives; leading problem-solving and communications across teams to advance the process of meeting deadlines and objectives; facilitating and leading communications with customer channels with advanced knowledge of health benefits/services strategy and offering and resolving external concerns; and participating in community of practice sessions including serving as a subject matter expert, sharing best practices, and/or supporting managers in coaching team members.