Account Manager

  • Poland, Ohio
  • Essential Duties and Responsibilities include the following.  Other duties may be assigned.

    Client Management (50%)
    • Manages the client relationship to ensure that client needs are met or exceeded, including:
    • Lead and manage communication expectations by providing superior, professional, on-going and consistent communication and a consultative approach with clients.
    • Prepare, lead and drive client initiatives by effectively managing the Operational (weekly, bi-weekly, monthly) meeting and materials with a results focus.
    • Manage and coordinate implementation processes for new customers within client account or for newly assigned client account. 
    • Mange and coordinate special projects within client account such as new or transitions of third party administrators, client system conversions, special client program management, or any other project in support of client business goals. 
    • Organize and facilitate Client Business Reviews as required, including any Quarterly to Annual web based reviews or client on-site visits.
    • Develop and maintain a client profile, utilizing CRM and other appropriate tools 
    • Issue quarterly / annual executive summaries with well-informed recommendations to Senior Level Management 
    • Build trust (rapport) with client by learning full scope of client’s business and by proactively resolving issues and implementing strategies for successful client relationships.
    • Thoroughly analyze client issues and requests and clearly communicate solutions to customers.  
    • Keep all appropriate internal resources and customers informed of significant issues on a timely basis.  
    • Gain/maintain a thorough understanding of all of the services and tools provided by PDMI for the purpose of communication, demonstration and recommendations to customers with a focus on improving customer solutions (service, efficiency, and quality). 
    • Demonstrate the ability to coordinate the assignment and management of customer priorities by thoroughly communicating internally with management.

    Customer Service (30%)
    • Manages the client requests, complaints and issues to ensure that client satisfaction levels are met or exceeded, including:
    • Drive and deliver results against clients’ service-level agreement; gain thorough understanding of client expectations and service levels
    • Escalation of client request and items that may fall outside of the contract agreement
    • Manage / coordinate necessary internal resources during implementation process and beyond
    • Coordinate sharing of information between account managers / departments if client has multiple products
    • Ability to prioritize client requests (manage client expectations internally)
    • Maintain quality throughout all processes

    New Business Development (10%)
    • Anticipate future needs of client and / or identify opportunities to up-sell additional PDMI products and services.
    • Identify areas of existing PDMI service offerings not currently utilized by client and determine potential business need of services for client account.
    • Coordinate with Manager/Director and Sales to propose services to clients in order to drive additional revenue potential
    • Coordinate all RFP’s (requests for Proposal) from the client with Sales and Marketing team for effective participation in client RFP processes to gain new or retain existing business opportunities.

    Internal Process/Procedure and Team Initiatives Development (10%)
    • Contribute to the development of departmental standard operating procedures, process improvements and efficiency/productivity increases, including:
    • Create, revise or provide feedback on Standard Operating Procedure documents.
    • Create, revise or provide feedback on departmental checklists, quality control measures and service level agreement metric support.
    • Create, revise or provide feedback on intercompany processes and procedures in support of client support services (i.e. user access request process, reporting processes, invoicing, etc.)

    Supervisory Responsibilities                   
    This job has no supervisory responsibilities, although some training / coaching will apply to the following:
    • Coaching/training of new Account Managers
    • Coaching/training of Client Account Representatives and Product Delivery 
    • Share knowledge of duties and clients with fellow employees.  Train/mentor fellow employees including Call Center and Technical teams.

    Competencies, Skill and Other Requirements                     
    • Strong, well-developed interpersonal skills in order to maximize client responsiveness and develop a working relationship with current clients as well as the ability to work effectively with other departments of PDMI and the client’s organization.
    • Proven track record for client retention
    • Ability to identify up-selling opportunities regarding additional products and services
    • Ability to function effectively in a fast-paced environment; manage multiple tasks simultaneously; prioritize and meet deadlines
    • A high level of analytical skills to process client inquiries, evaluate client requests and procedures and implement as appropriate, and to understand the client’s operational and data processing systems, etc., in order to meet client needs in a way mutually beneficial to both client and PDMI.
    • Proficient in Microsoft Office Suite and Electronic Conferencing tools, Microsoft CRM experience (preferred)
    • A strong ability to communicate effectively, both written and verbally at all levels within client and PDMI organizations.  
    • Ability to develop and deliver customer presentations 
    • Ability to travel up to 20%.
    • Strong attention to detail and impeccable organizational skills
    • Ability to identify, troubleshoot issues and put corrective action plans in place to drive improvements in quality and client satisfaction.
    • Ability to work cooperatively in a team-oriented environment, as well as being able to work well independently
    • Ability to self-develop as rules, regulations, and industry standards change regularly

    Education and/or Experience   
    • A technical level of knowledge normally acquired through completion of a Bachelor’s Degree in business administration, data processing or related area or equivalent experience.
    • Minimum five years of progressive account / project management experience (industry or healthcare experience preferred but not required) or Minimum two years of progressively complex systems experience in a technical or customer service environment.
    • Customer relations experience in a technical service environment with progressive responsibilities in managing accounts.