Manager, Account Management

Note: Work location is on-site. Employees are required to come into the designated Kaiser Permanente work location on all workdays. Residency required in the primary location (state): 9 Piedmont Center, 3495 Piedmont Rd., NE, Atlanta, 30305

Job Summary:

Manages the development and implementation of advanced sales and retention strategies for health insurance or workers compensation accounts. Utilizes opportunities, resources, technology tools, and customer performance data (e.g., cost utilization, financial, clinical) to meet competitive revenue and growth targets and manages team members to do the same. Manages partnerships with customers, consultants, brokers, and/or channel partners, including providing information and product knowledge, and orchestrates the resolution of customer concerns. Shares advanced product knowledge of customer businesses and account strategies. Provides advanced recommendations to support health benefits strategy and offering. Managing team members to execute sales and renewals, including administration, negotiations, presentations, rate, product and benefits. Accountable for Key Performance Indicators (KPIs) to drive the sustained growth and competitive position of KP in the market.

Essential 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.