Job Title:          Account Manager         

Department:      Marketing

Reports To:       Director, Account Management, Marketing

SUMMARY

The Account Manager serves as the primary business contact for assigned clients and is responsible for client satisfaction and retention.  The Account Manager is expected to consistently provide excellent customer service to accounts, as well as represent client needs and goals within the organization to ensure quality.  In addition, the Account Manager should build relationships with clients and brokers to encourage new and repeat business opportunities.

ESSENTIAL DUTIES & JOB RESPONSIBILITIES include the following. 

• Collaborates with Underwriting to implement an ongoing, proactive renewal strategy.  Establish and maintain a mutually beneficial business relationship with clients by understanding the client’s business challenges.  Manage the renewal process and ensure successful continuation of the clients business.
• Develops relationships with assigned customers and/or producers to maximize retention of existing business and growth of new opportunities.  Refer new business inquiries and request for proposals to Account Executives.  Update Account Executive, Client Specialist and Director when existing business is out to bid.  Participate in the final stages of a new business sale to facilitate the account service and management relationship.
• Serve clients by responding to client, broker, or consultant inquiries.  Act as the liaison to appropriate Delta Dental staff to help resolve claim concerns, to address eligibility submission issues, to assist with delinquent dues collection, and to provide information on Delta Dental products.  Attend open enrollment and benefit fairs as needed. 
• Monitor group accounts to identify potential problems and work with functional areas to avoid or resolve issues.  Offer alternative solutions within Delta Dental’s established processes while meeting the group’s needs.  Track and follow up on problems and concerns, to ensure they are resolved.  Escalate issues to the appropriate level when necessary. 
• In partnership with account executives, attend new group implementation meeting.  Identify and manage a plan to ensure new groups are installed according to requirements within the specified time frame.  Ensure group requirements are documented and Delta Dental staff involved in serving the account understand and accept the requirements.  Coordinate the exchange of information and communicate the importance of accountability to internal and external business partners.
• Assist operational areas responsible for eligibility, underwriting, pre-funding arrangement, and billing and collections of group premiums to avoid payment delinquencies when the billing department is unsuccessful in resolving issues.
• Provide consistent updates into the CRM system on all important client or business information obtained. Utilize CRM system to enter and document workflow requests.
• Proactive promotion of wellness and the benefits of good oral health. Other duties may be assigned.

Education/Experience/Personal Requirements

• This position requires a Bachelor’s Degree in Business Administration/Marketing, or related field and/or 3 to 5 years of account management experience. 
• Experience should include creating, maintaining and enhancing customer and broker relationships.  Customer knowledge, selling skills, and the ability to execute and build effective relationships are required. 
• Health Care or other relevant industry experience is preferred.  A high level of maturity and expertise in the area of business and financial, strategic and organizational planning are necessary. 
• The candidate will be required to have or acquire and maintain an active Health Insurance License.
• The requirements include the ability to be highly organized and able to handle multiple priorities. Excellent verbal and written communication skills are required and must be detailed oriented. 
• Ability to work in a team environment, excellent leadership, facilitation, strategic thinking, problem solving, decision making, sound and accurate judgment, negotiation and analytical skills are required.
• Must have a broad knowledge of business functions, ability to influence, motivate and lead team members from various departments to meet agreement. 
• Any combination of academic education, professional training or work experience, which demonstrates the ability to perform the duties of the position will be considered. A valid Drivers’ License NJ/CT  and ability to visit clients/brokers is required.