Senior Account Manager

Senior Account Manager

Hybrid in Olympia, WA

The Work

The Senior Account Manager is responsible for leading the strategic direction and overseeing the delivery of all operational requirements for our client's needs. This role focuses on maintaining high levels of performance, ensuring compliance with contractual requirements, and fostering strong relationships with stakeholders. The Account Manager leads cross-functional collaboration, manages SLAs, drives technology integration, ensures operational readiness, and champions continuous process improvement to achieve effective and efficient service delivery that aligns with the Exchange's mission. This position performs all duties and responsibilities in accordance with the Mission, Vision, and Core Values of Cayuse.

Key Responsibilities

• Lead the strategic direction of the client's operations, partnering with key stakeholders to meet client goals and develop new initiatives as the health benefits landscape evolves.
• Oversee the implementation and adherence to operational policies and procedures to achieve performance excellence.
• Act as the primary point of contact for the client, ensuring strong relationships and proactive communication between Cayuse and all client stakeholders.
• Supervise high-performing customer service functions through multi-channel delivery (phone, live chat, email, and self-service support), ensuring adherence to SLAs, data accuracy, and customer satisfaction.
• Monitor and manage key performance metrics, analyzing trends and results to inform decision-making and recommend process improvements.
• Collaborate with internal leaders (Operations Manager, Quality Manager, Training Manager) to maintain client operational efficiency, ensure staff readiness, and implement technology solutions like AI chatbots, CRM, and workforce management tools.
• Drive compliance with privacy, data security, accessibility, and cultural competency standards as outlined in regulatory and contractual frameworks.
• Lead the transition process during contract implementation or vendor turnover, ensuring operational continuity with minimal customer disruptions.
• Provide regular progress reports to both Cayuse senior leadership and the client, ensuring full visibility into operational successes and potential challenges.
• Oversee onboarding and training readiness for all the client's staff, ensuring all team members are fully equipped to deliver high-quality customer support.
• Implement a strategy for continuous improvement, including staff development, technology adoption, and quality monitoring to ensure customer excellence.
• Other duties as assigned.

Qualifications Here's What You Need

Minimum Skills

Desired Qualifications

Our Commitment to You / Overview of Benefits

Medical, Dental and Vision Insurance; Wellness Program; Flexible Spending Accounts (Healthcare, Dependent Care, Commuter); Short-Term and Long-Term Disability options; Basic Life and AD&D Insurance (Company Provided); Voluntary Life and AD&D options; 401(k) Retirement Savings Plan with matching after one year; Paid Time Off

Reports to : Managing Director

Working Conditions

Professional office environment but with periodic travel (up to 10%) to Olympia, WA for meetings or client discussions. Must maintain a reliable home office setup conducive to conducting video and phone conferencing seamlessly. Work may involve evening or weekend hours during critical phases of delivery. Periodic flexibility required during dynamic periods such as Open Enrollment and SLA reporting deadlines. Must be physically and mentally able to perform duties extended periods of time. Ability to use a computer and other office productivity tools with sufficient speed to meet the demands of this position. Must be able to establish a productive and professional workspace. Must be able to sit for long periods of time looking at computer screen. May be asked to work a flexible schedule which may include holidays. May be asked to travel for business or professional development purposes. May be asked to work hours outside of normal business hours.

Pay Range : USD $105,000.00 - USD $125,000.00 / Yr.