Note: The job is a remote job and is open to candidates in USA. SKYGEN is a company focused on customer-facing roles, and they are seeking an Account Manager to act as a liaison for clients. The role involves ensuring business needs are met, resolving account issues, and maintaining effective relationships with clients.
Responsibilities
- Act as liaison for clients to ensure day-to-day business needs are supported
- Resolve account issues by working collaboratively with internal departments to meet the needs of members and providers within the guidelines of contractual requirements
- Maintain effective relationships with client contacts to ensure positive client references and client renewals, facilitate effective resolutions to issues, and identify potential opportunities for additional business
- Escalate issues appropriately
- Acts as a day-to-day primary contact and liaison for internal and external communications between the client and internal team members
- Manages all requests and needs of a given market(s) for assigned client(s)
- Tactfully handles difficult situations weighing contractual obligations and internal options, driving toward a win-win solution
- Consults and obtains advice from, Client Experience Manager or Client Experience Executive as needed
- Triages client requests including CSM inquiries and evaluates completeness according to Client Request Process and are in accordance with client contract
- For requests that are in accordance with client contracts initiates client contact to remediate gaps in client request and processes according to workflows
- For requests outside of client contract requirements escalates to Client Experience Manager and Client Experience Executive for potential upsell opportunities or response
- Maintains effective relationships and understanding of internal and client-specific workflows to facilitate quick and effective resolutions to client concerns
- Escalates high priority issues such as penalties, corrective action plans, complaints, and compliance issues to the Client Experience Manager or appropriate escalation point
- Requests information internally on client contractual obligations
- Applies knowledge of contractual requirements to ensure effective discussions around options to customer issues and ensures contractual obligations are met
- Maintains effective relationships with client contacts through regular communication and meetings to ensure satisfaction related to client requests
- Organizes, prepares information, and holds regular client meetings or calls to discuss results and potential opportunities for improvement
- Publishes agenda prior to meeting and notes after meeting to attendees
- Tracks and follows up on issues; records decisions
- Manages client requests (e.g. new product implementation, new state requirements such as letters, or reports)
- Executes the workflows and processes to service the client according as determined by the Client Experience Manager and/or other Client Experience leadership
- Tracks deliverables to ensure commitments are met
- Completes regular internal reporting on client status
- Assists in communicating client audit information to internal staff and coordinating responses and meetings
- Coordinates onsite audits
- Participates in the determination and implementation of corrective action plans surrounding contractual requirements and/or identified in audits
- Updates request tracking software with status on client communications surrounding audits, CAPs and other projects
- Maintains knowledge of industry trends to effectively address client concerns
- Discusses client needs and forward opportunities to client experience executive
- Answers existing and potential customer’s questions about services and service methodologies
- Must demonstrate an ability to learn and work in complex environments with a continual learning approach
- Identifies potential efficiencies and workflow improvements based on knowledge of industry and internal business practices and SKYGEN systems
Skills
- Associates Degree or equivalent years of experience in a client facing role
- 2-4 years of account management/client relations experience including responsibility for managing client relationship and measurements of success
- Knowledge of Microsoft office products (Excel, Word, and email) at an intermediate level
- Ability to remain organized with multiple interruptions
- Ability to manage multiple priorities and ensure timelines and deadlines are met
- Ability to work with a diverse group of internal and external individuals
- Effective customer service mindset and communication skills
- Ability to follow, design, document workflows necessary for good business practice
- Knowledge of or ability to learn and use Microsoft Visio
- Bachelor's degree in Business, Marketing, or other related field of study
- Knowledgeable of various dental and health care products/insurance
- Knowledgeable of medical terminology, procedures, and EDT procedure coding
- Project management experience
- Basic understanding of SQL
- Skilled in workflow processes and Microsoft Visio
Benefits
- Remote: This position is eligible to be fully remote
- Minimal travel is required for this role, but the opportunity to occasionally travel to our offices near Milwaukee, WI or to our client's offices is available
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