Senior Account Manager

Remote

Responsibilities

Build trusting relationships with client contacts from the frontlines to C-suite leadership
Support research and data activities to drive resolution for escalated client issues, coordinating with internal and external teams as necessary
Identify product gaps by conducting business impact assessments and managing client expectations
Prioritize issues and assess escalations that may lead to client attrition risk with the Account Managers to ensure a strong mitigation plan is in place
Assess and prioritize issues that may lead to client attrition risk and ensure a strong mitigation plan is in place
Anticipate and mitigate potential risks or issues that could impact the client relationship or member experience, and implement proactive solutions

Maintain a comprehensive understanding of business challenges faced by customers
A positive, growth mindset with the ability to approach difficult situations in a calm and focused manner; understand the challenge and move forward tactfully towards a solution
A strong history of working strategically with diverse and complex clients
A positive, growth mindset with the ability to stay calm under pressure while driving towards solutions
Executive-level communication and interpersonal skills, with the ability to effectively navigate and mediate conflict and foster honest dialogue •
Experience in Client relationship management ensuring expectations and deliverables are documented and met, key stakeholders are informed, and client satisfaction is achieved
Ability to work independently as well as part of an extended, cross-functional team
Ability to take initiative with little to no direction
Highly effective Empathic communicator with a consultative and tactful approach; Ability to observe situations and scenarios from the client or member’s point of view
Bachelor’s degree or equivalent experience required