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Kaiser Permanente · 4 weeks ago

Account Manager IV, Multi-State

Pleasanton, CA

Full-time

Onsite

Mid, Senior Level

4+ years exp

Kaiser Permanente is a leading healthcare provider seeking an Account Manager IV for Multi-State accounts. The role involves developing sales and retention strategies, managing customer relationships, and ensuring a positive customer experience while meeting sales goals.

Health CareHospitalMental HealthNon ProfitPersonal Health

Comp. & Benefits

Responsibilities

Promotes learning in others by proactively providing and/or developing information, resources, advice, and expertise with coworkers and members; builds relationships with cross-functional/external stakeholders and customers. Listens to, seeks, and addresses performance feedback; proactively provides actionable feedback to others and to managers. Pursues self-development; creates and executes plans to capitalize on strengths and develop weaknesses; leads by influencing others through technical explanations and examples and provides options and recommendations. Adopts new responsibilities; adapts to and learns from change, challenges, and feedback; demonstrates flexibility in approaches to work; champions change and helps others adapt to new tasks and processes. Facilitates team collaboration to support a business outcome

Completes work assignments autonomously and supports business-specific projects by applying expertise in subject area and business knowledge to generate creative solutions; encourages team members to adapt to and follow all procedures and policies. Collaborates cross-functionally and/or externally to achieve effective business decisions; provides recommendations and solves complex problems; escalates high-priority issues or risks, as appropriate; monitors progress and results. Supports the development of work plans to meet business priorities and deadlines; identifies resources to accomplish priorities and deadlines. Identifies, speaks up, and capitalizes on improvement opportunities across teams; uses influence to guide others and engages stakeholders to achieve appropriate solutions

Ensures 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 facilitate contract, benefit/service, and renewal activities; demonstrating advanced product knowledge when educating customers, consultants, brokers, and/or channel partners, resolving complex questions or concerns; demonstrating an advanced 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) independently; and providing accurate information including advanced recommendations for new products, benefits/services offerings, and pricing models to address customer, consultant, broker, and/or channel needs independently

Demonstrates commitment to KP sales and retention goals by: implementing moderately complex strategies to meet or exceed targets for retention and growth for accounts in the Book of Business; documenting progress on Key Performance Indicators (KPIs) and maintaining updated Customer Relationship Management (CRM) platform independently; and facilitating the sustained growth and competitive position of KP in the market

Contributes to the execution of sales and renewals by: collaborating across teams to complete the RFR process for moderately complex accounts, following established timelines and best practices; facilitating moderately complex sales and renewals including administration, negotiations, and presentations and rate product and benefit/service validation; coordinating tasks across teams to ensure that contracts, pricing, and membership accounting implement the negotiated terms for sales and renewals; and creating and capitalizing on cross-sell and upsell opportunities to increase growth and retention

Qualification

Sales StrategyAccount ManagementCustomer ExperienceHealth Insurance LicenseChange ManagementMarket ResearchNegotiationGoal SettingMember ServicePersuasion

Required

Minimum one (1) year of experience in a leadership role with or without direct reports

Bachelors degree in Marketing, Finance, Business Administration, or related field AND minimum four (4) years of experience in sales, customer service, telemarketing, account management, health plan administration, insurance, or a directly related field OR minimum seven (7) years of experience in sales, customer service, telemarketing, account management, health plan administration, insurance, or a directly related field

Disability Insurance License (Washington) within 3 months of hire

Accident and Health or Sickness Insurance License (Hawaii) within 3 months of hire

Accident, Health or Sickness Insurance License (District of Columbia) within 3 months of hire

Health Insurance License (Virginia) within 3 months of hire

Health Insurance License (Maryland) within 3 months of hire

Accident and Health Insurance License (California) within 3 months of hire

Accident and Sickness Insurance License (Georgia) within 3 months of hire

Health Insurance License (Oregon) within 3 months of hire

Accident and Health Insurance License (Colorado) within 3 months of hire

Knowledge, Skills, and Abilities (KSAs): Negotiation; Customer Data; Benefits/Services; Benefits/Services Presentations; Market Research; Sales Opportunity Orchestration; Sales/Partnership Strategy and Techniques; Customer Experience; Goal Setting; Member Service; Underwriting; Change Management; Brand Strategy; Persuasion