Account Manager III - Large Group Account Management

Note :   Work location is on-site with the flexibility to work remotely , the primary location will be in-office for meetings, per Kaiser Permanente’s Authorized States Policy - Employees may be required to travel to a Kaiser Permanente or customer site. Residency is required in the primary location state : 9 Piedmont Center, 3495 Piedmont Rd., NE, Atlanta, Georgia 30305

Job Summary :

Implements standard and non-standard sales and retention strategy for health insurance or workers compensation accounts with minimal guidance. Utilizes opportunities, resources, technology tools, and customer performance data (e.g., cost utilization, financial, clinical) to inform account planning, and gain buy-in from senior leaders. Builds and maintains relationships with customers, consultants, brokers, and / or channel partners, including providing information and working product knowledge, and resolving or escalating concerns. Builds working knowledge of customer businesses and develops account strategies in alignment with customer goals. Collaborates internally and externally to develop account strategy, including contributing to communication, and providing assistance to customer channel. Follows best practices and established timelines to execute sales and renewals, including administration, negotiations, presentations, rate, product and benefits with minimal guidance. Is accountable for Key Performance Indicators (KPIs) to support the sustained growth and competitive position of KP in the market.

Essential Responsibilities :

• Pursues effective relationships with others by proactively providing resources, information, advice, and expertise with coworkers and members. Listens to, seeks, and addresses performance feedback; provides mentoring to team members. Pursues self-development; creates plans and takes action to capitalize on strengths and develop weaknesses; influences others through technical explanations and examples. Adapts to and learns from change, challenges, and feedback; demonstrates flexibility in approaches to work; helps others adapt to new tasks and processes. Supports and responds to the needs of others to support a business outcome.
• Completes work assignments autonomously by applying up-to-date expertise in subject area to generate creative solutions; ensures all procedures and policies are followed; leverages an understanding of data and resources to support projects or initiatives. Collaborates cross-functionally to solve business problems; escalates issues or risks as appropriate; communicates progress and information. Supports, identifies, and monitors priorities, deadlines, and expectations. Identifies, speaks up, and implements ways to address improvement opportunities for team.
• Provides 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 ensure contract, benefit / service, and renewal activities; demonstrating comprehensive product knowledge when educating customers, consultants, brokers, and / or channel partners, resolving moderately complex questions or concerns; building a comprehensive 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) with minimal guidance; and providing accurate information including recommendations for new products, benefits / services offerings, and pricing models to address customer, consultant, broker, and / or channel needs with minimal guidance.
• Demonstrates commitment to KP sales and retention goals by : implementing standard and non-standard strategies to meet or exceed targets for retention and growth for accounts in the Book of Business; holding accountability for Key Performance Indicators (KPIs) and maintaining updated Customer Relationship Management (CRM) platform. and contributing to the sustained growth and competitive position of KP in the market.
• Contributes to the execution of sales and renewals by : implementing the RFR process end-to-end, following established timelines and best practices; executing standard and non-standard sales and renewals including administration, negotiations, and presentations and rate product and benefit / service validation; ensuring that contracts, pricing, and membership accounting implement the negotiated terms for sales and renewals; and creating cross-sell and upsell opportunities to increase growth and retention.