Job Summary:
The Customer Account Manager is a key contributor to the instED team, He/She will have assigned accounts and will be responsible for all customer-facing account management, implementation, and revenue growth activities. He/She participates with management to design and implement scalable business processes related to existing customer business and relationship management. The Customer Account Manager applies a data-driven approach to assist customers in realizing the full value proposition of instED's service delivery model.
He/She is hyper-focused on partnering directly with customer stakeholders to manage the day-to-day activities and identify opportunities to improve their overall return on investment (ROI) by increasing the use of instED services (by their providers, clinicians, members, and patients). The Customer Account Manager must be comfortable operating in a fast-paced, start-up environment, as part of a committed team of individuals focused on responsibly reducing health care costs and increasing patient and provider satisfaction across all instED customers. This role reports directly to the Director, instED Business Development, and works closely with instED business development, marketing, technology, product, and operations teams.
Essential Functions:
- Available to meet with assigned customers, when necessary, either remote or in person.
- Responsible for maintaining current service activity as well as growing service volume and revenue from each assigned customer.
- Leads training sessions with customer constituents (customer staff, network providers, others).
- Designs customer demand generation and outreach strategies and programs. Engages customer leadership to gain their support for activities related to increasing provider and member patient adoption and utilization of instED services. Oversees and monitors the execution and performance of these strategies and programs.
- Responsible for monitoring customer utilization data and taking appropriate action based on data trends and analysis.
- Participates in regular customer staff and provider meetings and other engagements to build awareness of instED services and promote utilization. Meetings may be onsite and remote.
- Responsible for reporting to instED management team daily, weekly, monthly, quarterly, annual customers utilization metrics and other relevant data.
- Designs and executes project plans related to the implementation of new instED customers locally, regionally, nationally. Manages new customer implementations.
- Manages the contract renewal process to maintain clients and increase visit activity.
- Establishes and leads monthly and quarterly QBR and governance meetings with customer executive stakeholders reviewing activity and ROI.
- Serves as first point of contact for general service, technology access, or other questions as well as customer leadership issue management, resolution, and escalation when necessary.
- Provides feedback on instED service and technology enhancements based on customer feedback and requests.
- Participates with members of instED Marketing, Technology, Process Innovation and Operations teams in the ongoing optimization of instED's service delivery model, through communicating customer feedback, participating in ideation sessions and platform user acceptance training (UAT), etc.
- Content development for marketing and outreach campaigns and marketing activities.
- Attends trade shows and industry events
- Meet onsite at customer locations
- Perform any other job related duties as requested.
Education and Experience:
- Bachelor's degree required
- Equivalent years of relevant work experience may be accepted in lieu of required education
- Five (5) years experience working in account management, customer management, sales, provider network management, customer service, management consulting, and/or customer-facing business operations roles required
- Five (5) years experience working in a clinical or health insurance organization, or payor or provider environment preferred
Competencies, Knowledge and Skills:
- Proficiency using MS Office, specifically Excel, PowerPoint, Salesforce.com, Power BI, Patient Ping, other analytical tools.
- Ability to manage customers through the contract renewal process.
- High analytical acumen; experience reviewing and managing key performance indicators (KPIs) and generating actionable insights.
- Strong written and verbal communication skills; comfort delivering presentations to range of audiences.
- Highly organized; able to develop and manage against detailed project plans, including interim milestones and deliverables.
- Enjoys multi-tasking and managing an assigned book of business
- Comfortable working in a fast-paced, start-up environment with rapidly evolving priorities and deliverables.
- Passion for healthcare and strong interest in alternative service and delivery models.
Licensure and Certification:
Working Conditions:
- General office environment; may be required to sit or stand for extended periods of time
- Currently a hybrid working opportunity within office and remote
- Up to 50% (frequent) travel based on the needs of the department may be required
Compensation Range:
$83,000.00 - $132,800.00
CareSource takes into consideration a combination of a candidate’s education, training, and experience as well as the position’s scope and complexity, the discretion and latitude required for the role, and other external and internal data when establishing a salary level. In addition to base compensation, you may qualify for a bonus tied to company and individual performance. We are highly invested in every employee’s total well-being and offer a substantial and comprehensive total rewards package.
Compensation Type (hourly/salary):
Salary
Organization Level Competencies
This job description is not all inclusive. CareSource reserves the right to amend this job description at any time. CareSource is an Equal Opportunity Employer. We are dedicated to fostering an environment of belonging that welcomes and supports individuals of all backgrounds.