Account Manager
Employee Retention Benefits, Inc. (ERB)
Reports to the Sales Leadership Team
Position Summary
As an Account Manager, you will be the primary point of contact for your assigned clients. You will build relationships through regular check-ins, help clients resolve billing and service issues, and guide them through benefits enrollment. You will work closely with Sales, Operations, Enrollment, Support, and insurance carriers to coordinate service and keep clients informed.
Key Responsibilities
Client Relationship Management
- Serve as the primary point of contact for assigned client accounts.
- Build and maintain client relationships through regular communication and proactive outreach.
- Conduct scheduled meetings and check-ins to understand client needs, provide updates, and address concerns.
- Identify opportunities to expand services in ways that support each client's objectives.
- Support client satisfaction and retention by following through on requests and commitments.
Account Management
- Coordinate with Sales, Operations, Enrollment, and Support to meet client service needs.
- Monitor account activity and key performance indicators to ensure service standards are met.
- Maintain accurate account records and document follow-up activities.
- Coordinate client meetings, virtual appointments, and on-site visits as needed.
- Assist with project coordination and implementation for assigned accounts.
Client Advocacy and Support
- Serve as a liaison between clients and insurance carriers to resolve service issues.
- Assist clients with billing inquiries and work with carriers to resolve discrepancies.
- Guide clients through enrollment and help them address issues as they arise.
- Identify and address client concerns before they escalate.
- Provide timely updates on open requests and follow up with clients on the outcome.
Enrollment and Service Support
- Explain enrollment steps and timelines to clients and their employees.
- Coordinate with enrollment teams on implementation and benefits administration.
- Support clients during open enrollment and other key account milestones.
- Help clients complete required documentation accurately and on time.
Qualifications and Skills
- Strong communication and relationship-building skills.
- Excellent organizational and time management skills, including the ability to manage multiple priorities and deadlines.
- A client-focused approach to problem-solving and follow-up.
- Ability to communicate professionally and confidently with clients, insurance carriers, and internal teams.
- Ability to work collaboratively across departments.
- Experience in sales, customer service, benefits administration, or account management is preferred.
Career Development
This role offers the opportunity to develop skills in strategic account management, benefits and insurance administration, client retention, and business operations.