Kaiser Permanente · 1 day ago

Manager, Account Management

Honolulu, HI

Full-time

Remote

Mid, Senior Level

$144K/yr - $186K/yr

3+ years exp

Maximize your interview chances

Health CareHospital

Comp. & Benefits

Insider Connection @Kaiser Permanente

Discover valuable connections within the company who might provide insights and potential referrals.
Get 3x more responses when you reach out via email instead of LinkedIn.

Responsibilities

Provides developmental opportunities for others; builds collaborative, cross-functional relationships. Solicits and acts on performance feedback; works closely with employees to set goals and provide open feedback and coaching to drive performance improvement. Pursues professional growth; develops and provides training and development to talent for growth opportunities; supports execution of performance management guidelines and expectations. Leads, adapts, implements, and stays up to date with organizational change, challenges, feedback, best practices, processes, and industry trends. Fosters open dialogue amongst team members, engages, motivates, and promotes collaboration within and across teams. Delegates tasks and decisions as appropriate; provides appropriate support, guidance, and scope; encourages development and consideration of options in decision making.

Manages designated work unit or team by translating business plans into tactical action items; oversees the completion of work assignments and identifies opportunities for improvement; ensures all policies and procedures are followed. Aligns team efforts; builds accountability for and measuring progress in achieving results; determines and ensures processes and methodologies are implemented; resolves escalated issues as appropriate; sets standards and measures progress. Fosters the development of work plans to meet business priorities and deadlines; obtains and distributes resources. Removes obstacles that impact performance; identifies and addresses improvement opportunities; guides performance and develops contingency plans accordingly; influences teams to execute in alignment with operational objectives.

Manages experience customer and market turnaround by: providing guidance for team member communications with customers, consultants, brokers, and/or channels for contract, benefit/service, and renewal activities and resolve escalations when needed; sharing advanced product knowledge with team members to educate customers, consultants, brokers, and/or channel partners, resolving any questions or concerns; guiding teams to enhance understanding of prospect or customer business to ensure that Request for Renewal (RFR) response and engagement strategies are in alignment with customer goals; managing team partnerships with engagement team/specialist and engagement programs (e.g., member wellness); and guiding team members to provide accurate information including advanced recommendations for new products, benefits/services offerings, and pricing models to address customer, consultant, broker, and/or channel needs.

Demonstrates commitment to KP sales and retention goals by: managing the team to meet or exceed challenging targets for retention and growth for accounts in the Book of Business; monitoring team members progress on Key Performance Indicators (KPIs) and maintenance of Customer Relationship Management (CRM) platform; and managing the team in alignment with the sustained growth and competitive position of KP in the market.

Contributes to the execution of sales and renewals by: managing the RFR process end-to-end across functions, following established timelines and best practices; monitoring and providing guidance for team members sales and renewals including administration, negotiations, and presentations and rate product and benefit/service validation; managing teams across functions to ensure that contracts, pricing, and membership accounting implement the negotiated terms for sales and renewals; and managing teams across functions to implement advanced strategies for cross-sell and upsell opportunities to increase growth and retention.

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Sales ManagementCustomer ExperienceAccount ManagementHealth Plan AdministrationChange ManagementSales OperationsMarket ResearchBenefits/ServicesSales Opportunity OrchestrationSales/Partnership StrategyMember ServiceUnderwritingBrand StrategySales Performance Data

Required

Minimum three (3) years of experience in a leadership role with or without direct reports.

Bachelors degree in Marketing, Finance, Business Administration or related field AND minimum five (5) years of experience in sales, customer service, telemarketing, account management, health plan administration, insurance, or a directly related field OR minimum eight (8) years of experience in sales, customer service, telemarketing, account management, health plan administration, insurance, or a directly related field.

Accident and Health or Sickness Insurance License (Hawaii) within 3 months of hire.

Knowledge, Skills, and Abilities (KSAs): Negotiation; Customer Data; Benefits/Services; Market Research; Sales Operations; Sales Opportunity Orchestration; Sales/Partnership Strategy and Techniques; Customer Experience; Goal Setting; Member Service; Underwriting; Change Management; Brand Strategy; Persuasion; Sales Performance Data