Senior Manager, Sales & Account Management

Leads the design and implementation of highly complex sales and account plans including new products, benefits offerings, or pricing models. Orchestrates local and regional enrollment meetings to win and retain customers. Leads team members to pursue sales opportunities in new or growing markets. Applies advanced knowledge to build and leverage relationships with brokers, channels, and customers to demonstrate value and build commitment. Leads the delivery of plan design, quote, and Request for Proposal (RFP). Monitors account performance to identify and mitigate potential issues. Leads across teams to address customer needs in alignment with KP vision and values. Leads efforts to address service failure trends, and develops strategies to better serve customers and fulfill KP mission. Leads teams to execute on cross-sell and up-sell opportunities with existing customers.

• Creates and advocates for developmental opportunities for others; builds collaborative, cross-functional relationships. Solicits and acts on performance feedback; works with leaders and employees to set goals and provide open feedback and coaching to drive performance improvement. Pursues professional growth; hires, trains, and develops talent for growth opportunities; strategically evaluates talent for succession planning; sets performance management guidelines and expectations across teams / units. Oversees implementation, adapts, and stays up to date with organizational change, challenges, feedback, best practices, processes, and industry trends; shares best practices within and across teams. Fosters open dialogue amongst team members, engages, motivates, and promotes collaboration within and across teams; motivates teams to meet business objectives. Delegates tasks and decisions as appropriate; provides appropriate support, guidance and scope; encourages development and consideration of options in decision making; fosters access to stakeholders.


• Manages designated units or teams by translating business plans into tactical action items; oversees the completion of work assignments and identifies opportunities for improvement; ensures all policies and procedures are followed; partners with key stakeholders and business leaders to ensure products and/or services meet requirements and expectations while aligning with departmental strategies. Aligns team efforts; builds accountability for and measuring progress in achieving results; assumes responsibility for decision making; fosters direct reports to resolve escalated issues as appropriate. Communicates goals and objectives; incorporates resources, costs, and forecasts into team and unit plans; ensures matrixed resources are fulfilling service or performance requirements across reporting lines. Removes obstacles that impact performance; identifies and addresses improvement opportunities; guides performance and develops contingency plans accordingly; influences teams and units to operate in alignment with operational and business objectives.


• Contributes to a positive customer experience by: leading the team to develop highly complex strategies for increasing sales channels and building customer commitment for long-term success and growth; leading the team to apply highly complex strategies to meet customer needs, and provide solutions linking KP mission, vision and values, key quality measures, key care management initiatives, and long-term services initiatives; leading the team to respond to, encourage, and educate customers, brokers, and consultants about added services and product enhancements in highly complex situations; and leading the team to utilize reports of failure service failure trends or process improvement opportunities to develop highly complex strategies to better meet customer needs in the long-term.


• Facilitates the enrollment and implementation process by: leading the team to win new and retain current customers at local and regional enrollment meetings; leading the team to apply highly complex, long-term strategies for assessing and meeting customer needs during the membership enrollment and implementation process; and managing teams across functions and/or organizations in the overall implementation or renewal process of health plan membership, including research, presentation, preparation, reporting and training coordination.


• Contributes to the development of sales strategy by: leading the development of long-term plans for new products, benefits offerings, or pricing models to address customer needs; leading the analysis of industry trends, and competitor products, offerings, and pricing models to provide lessons learned and strategic recommendations across functions and/or organizations; leading the team to refine and execute a account plan to meet highly challenging business objectives for membership, revenue and margin; leading the team to utilize performance trends to develop advanced account strategy and identify and resolve potential issues; and working with leadership to obtain marketing and technical resources to achieve account plan objectives.


• Contributes to sales goal attainment by: leading the team to develop and implement highly complex long-term strategies to grow customer base to new or growing markets; leading the team to develop and adopt innovative applications of the prospect database and targeted prospect profiles to drive strategic planning; leading across teams and/or functions to collaborate on and deliver product and plan design, quote, and Request for Proposal (RFP); leading the team to provide highly complex formal recommendations to inform long-term forecasting and pricing; and leading the team to apply highly complex strategies to increase cross-sell and up-sell opportunities.