Sr Account Manager

Responsible for a portfolio of clients that may include health plans, providers, and their members. Build strong client relationships that create a favorable opinion of the organization that create Carenet promoters within the client community. Cultivate organic opportunities and growth in portfolio. Successfully coordinate efforts of both internal and external departments. Respond to the needs of a 24‑hour/7‑day‑a‑week organization.

• Proactively services the needs of assigned client base by building excellent working relationships. Primarily handles large accounts.
• Acts as the primary day‑to‑day point of contact for assigned clients.
• Responsible for implementation, ongoing maintenance, and management of implemented solutions of assigned clients and/or programs. Continuously strive to improve assigned program efficiencies and effectiveness.
• Build and strengthen relationships with assigned clients to retain and increase revenue. Pursue relationships with potential new contacts and seek business expansion opportunities with current clients.
• Continue to develop a well‑versed knowledge of solutions being offered and ensure that solutions consistently meet client needs and contractual obligations.
• Performs all aspects of program planning, organizing, and managing information and resources to deliver successful management of client requests and requirements.
• Tracks and analyzes critical success metrics and KPI expectations established by clients to develop customized solutions, provide continuous improvement upon program performance, and produce a seamless member experience.
• Ensure timely follow‑through on resolution of issues and client requests.
• Ensure consistent communication with necessary staff or departments regarding client requirements.
• Identify, measure, and report data trending and analysis to provide consistent interpretation of program performance and suggestions to enhance performance.
• Monitors, identifies, and communicates risks or opportunities to leadership and/or supporting department(s) to provide feedback around processes and to optimize effectiveness regarding assigned clients.
• Reviews contractual agreements and establishes operating procedures designed to achieve client requirements.
• Escalates issues that do not meet client expectations for engagement and resolution.
• Lead discussions and negotiations on established KPIs and participate with leadership in rate and contractual negotiations.
• Collaborates with partners to develop, define, implement and maintain internal and external client documentation, compliance and quality testing approaches, standard operating procedures, quality assurance protocols and standards, as well as compliance with policies, procedures and standards for products and services. Documents and deploys regulatory updates and program changes.
• Develops project planning and coordinates the completion of all new program set‑up and account maintenance activities with necessary staff or departments, including the definition, establishment and tracking of critical success metrics.
• Participates in complex negotiations and requests for proposals with clients.
• Leads simple contractual negotiations (i.e., simple price increases or decreases) independently.
• Manages projects/matters of complexity including but not limited to timelines, client contact, report analysis, and interaction and coordination with departments.
• Coordinate and lead client meetings and conference calls, create and deliver presentations, and participate in training seminars and/or trade shows.
• Provide training, support, and direction to team members and/or serve as project lead, as assigned.
• Perform reporting, monitoring, client meetings, presentations, revenue forecasting, project support and administrative tasks.
• Ensure solutions not only meet client needs but can communicate the value proposition of the solution. Engage with client through onsite visits or virtual visits to ensure client satisfaction and to promote ongoing contract renewal.

• Bachelor’s degree (B.
  
  A.) from a four‑year college or university; or minimum 5 years of relevant experience…