Account Manager IV, Multi-State

Job Summary:

In addition to the responsibilities listed below, this position is also responsible for developing and implementing moderately complex competitive sales and retention strategies for Multi-State accounts; providing a positive experience to customers with Multi-State accounts independently; facilitating change management for new tools and capabilities and providing expertise to support rollout; facilitating collaboration within teams to support customer needs for Multi-State accounts;

executing sales and renewals for Multi-State accounts independently; and meeting moderately challenging goals for sales and retention of Multi-State accounts.

Essential Responsibilities:

+ Promotes learning in others by proactively providing and/or developing information, resources, advice, and expertise with coworkers and members; builds relationships with cross-functional/external stakeholders and customers. Listens to, seeks, and addresses performance feedback; proactively provides actionable feedback to others and to managers. Pursues self-development; creates and executes plans to capitalize on strengths and develop weaknesses; leads by influencing others through technical explanations and examples and provides options and recommendations.

Adopts new responsibilities; adapts to and learns from change, challenges, and feedback; demonstrates flexibility in approaches to work; champions change and helps others adapt to new tasks and processes. Facilitates team collaboration to support a business outcome.

+ Completes work assignments autonomously and supports business-specific projects by applying expertise in subject area and business knowledge to generate creative solutions; encourages team members to adapt to and follow all procedures and policies. Collaborates cross-functionally and/or externally to achieve effective business decisions; provides recommendations and solves complex problems; escalates high-priority issues or risks, as appropriate; monitors progress and results. Supports the development of work plans to meet business priorities and deadlines;

identifies resources to accomplish priorities and deadlines. Identifies, speaks up, and capitalizes on improvement opportunities across teams; uses influence to guide others and engages stakeholders to achieve appropriate solutions.

+ Ensures a positive customer experience within market turnaround expectations by: building and maintaining strategic relationships with customers, consultants, brokers, and/or channels while acting as the KP representative to facilitate contract, benefit/service, and renewal activities; demonstrating advanced product knowledge when educating customers, consultants, brokers, and/or channel partners, resolving complex questions or concerns; demonstrating an advanced 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 monitor engagement programs (e.g., member wellness) independently; and providing accurate information including advanced recommendations for new products, benefits/services offerings, and pricing models to address customer, consultant, broker, and/or channel needs independently.

+ Demonstrates commitment to KP sales and retention goals by: implementing moderately 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) and maintaining updated Customer Relationship Management (CRM) platform independently; and facilitating the sustained growth and competitive position of KP in the market.

+ Contributes to the execution of sales and renewals by: collaborating across teams to complete the RFR process for moderately complex accounts, following established timelines and best practices; facilitating moderately complex sales and renewals including administration, negotiations, and presentations and rate product and benefit/service validation; coordinating tasks across teams to ensure that contracts, pricing, and membership accounting implement the negotiated terms for sales and renewals;

and creating and capitalizing on cross-sell and upsell opportunities to increase growth and retention.

Knowledge, Skills and Abilities:

(Core)

+ Ambiguity/Uncertainty Management

+ Attention to Detail

+ Business Knowledge

+ Communication

+ Critical Thinking

+ Cross-Group Collaboration

+ Decision Making

+ Dependability

+ Diversity, Equity, and Inclusion Support

+ Drives Results

+ Facilitation Skills

+ Health Care Industry

+ Influencing Others

+ Integrity

+ Learning Agility

+ Organizational Savvy

+ Problem Solving

+ Short- and Long-term Learning & Recall

+ Teamwork

+ Topic-Specific Communication

Knowledge, Skills and Abilities:

(Functional)

+ Benefits/Services

+ Benefits/Services Presentations

+ Brand Strategy

+ Change Management

+ Customer Data

+ Customer Experience

+ Goal Setting

+ Market Research

+ Member Service

+…