Account Manager, Market Coalitions

• Ensure ESI clients and patients receive superior service
• Manage day-to-day client relationships and overall satisfaction and retention of assigned book of business
• Deliver core client services cross-functionally with operational teams
• Review performance metrics to promote client satisfaction, profitability, and retention
• Provide preventative consultation, analysis, and issue resolution to clients, consultants, and producers
• Manage and execute client benefit requests, including benefit changes, product upsells, new groups, terminations, and escalated issues
• Lead new group and specific product implementations
• Establish and lead internal implementation meetings to ensure collaboration, attention to detail, timelines, and quality standards
• Lead client-centric team meetings reviewing operational performance against client expectations
• Present Express Scripts operational performance metrics to clients monthly and/or quarterly
• Collaborate with Account Directors on client activity, expectations, and service needs

• Bachelor's degree in related field or 11 to 14 years of experience
• 5-8 years relevant experience with Bachelor's Degree or Master's degree and 3-5 years of relevant experience
• Excellent PC skills including Microsoft Office and Internet experience
• Excellent verbal and written communication and presentation skills
• Strong analytical and problem solving skills
• Strong focus on book of business client satisfaction and client retention results
• Demonstrated ability managing projects, utilizing proven project management processes
• Ability to work cross-functionally to proactively communicate and to resolve issues with the highest sense of urgency
• Ability to travel overnight up to 20%
• Cable broadband or fiber optic internet service with at least 10
  
  Mbps download/5
  
  Mbps upload if working at home occasionally or permanently

Demonstrates expertise in client relationship management, ensuring client satisfaction and retention through effective communication and project management. Proficient in analyzing performance metrics to drive operational excellence and deliver superior service.

• Client Relationship Management
• Project Management
• Analytical Skills
• Communication Skills
• Client Satisfaction Focus

• Performance Metrics Analysis
• Client Benefit Management
• Operational Performance Review
• Product Implementation
• Microsoft Office Proficiency

• Problem Solving
• Collaboration
• Attention to Detail
• Presentation Skills

• Client Retention
• Cross-Functional Collaboration
• Consultation
• Service Delivery
• Client-Centric Approach