Account Manager VI, Commercial - Strategic/Labor & Trust

Description:
In addition to the responsibilities listed above, this position is also responsible for developing and implementing highly complex competitive sales and retention strategy for KPs largest accounts including multi-year benefits strategies; partnering with customer organizations, key union influencers and/or decision makers, consultants, and other influencers to lead the development and implementation of complex reposition and growth strategies; driving the renewal sales negotiation to achieve the goals of the renewal or sale and align with the customers strategy; leading internal partners on the execution of customized account strategies to meet customer needs and provide exemplary service in a highly complex customer environment; executing strategy and expansions into other KP regions, ancillary products, and new populations of eligibles, leading other internal partners as appropriate; leading a cross-functional team (e.g., Client Service Management, physician ambassadors, underwriting, marketing, territory managers, labor liaisons, actuarial, community affairs, government relations) to ensure optimal resource use as account strategies are executed; maintaining expert knowledge of market intelligence, key trends, and customer insights that may influence broader organizational decisions; and demonstrating sensitivity while navigating internal or external issues that may impact KP labor management partnership.

• Promotes learning in others by communicating information and providing advice to drive projects forward; builds collaborative, cross-functional relationships. Solicits and acts on performance feedback; provides actionable feedback to others, including upward feedback to leadership; influences, mentors, and coaches team members. Practices self-leadership; creates, evaluates, and responds to the strengths and weaknesses of self and unit or team members. Leads the adaptation to competing demands and new responsibilities; adapts to and learns from change, challenges, and feedback. Fosters open dialogue amongst team members.


• Drives the execution of multiple work streams by identifying member and operational needs; translates business strategy into actionable business requirements; develops and updates new procedures and policies. Gains cross-functional support for objectives and priorities; determines and carries out processes and methodologies; solves highly complex issues; escalates and resolves issues as appropriate; sets standards and measures progress. Develops work plans to meet business priorities and deadlines; coordinates, obtains and distributes resources. Removes obstacles that impact performance; guides performance and develops contingency plans accordingly; influences the completion of project tasks by others.


• Oversees customer experience and manages market turnaround expectations by: building and maintaining strategic relationships with customers, consultants, brokers, and/or channels while acting as the KP representative to oversee contract, benefit/service, and renewal activities; demonstrating expert product knowledge when educating customers, consultants, brokers, and/or channel partners, resolving complex questions or concerns; demonstrating an expert understanding of prospect or customer business to ensure that Request for Renewal (RFR) response and engagement strategies are in alignment with customer goals; partnering with engagement team/specialist to oversee engagement programs (e.g., member wellness); and providing accurate information including innovative recommendations for new products, benefits/services offerings, and pricing models to address customer, consultant, broker, and/or channel needs and guiding others to do the same.


• Demonstrates commitment to KP sales and retention goals by: implementing highly complex strategies to meet or exceed targets for retention and growth for accounts in the Book of Business; documenting progress on Key Performance Indicators (KPIs), maintaining updated Customer Relationship Management (CRM) platform, and overseeing teams to do the same; and spearheading the sustained growth and competitive position of KP in the market.


• Contributes to the execution of sales and renewals by: providing expert consultation across teams and/or functions on the RFR process for highly complex accounts, following established timelines and best practices; overseeing highly complex sales and renewals including administration, negotiations, and presentations and rate product and benefit/service validation; overseeing task progress across organizations to facilitate the negotiation of highly complex and/or custom contracts and pricing; and developing and implementing cutting-edge strategies for cross-sell and upsell to increase growth and retention.


• Supports internal and external communication by: overseeing collaboration across organizations to develop account strategy; developing and leading information networks across organizations to advance the process of meeting deadlines and objectives; providing expert recommendations to customer channels on all aspects of health benefits/services strategy and offering; and representing the marketplace perspective to influence strategic direction and decision-making of senior leadership.