Account Manager

Who You Are

Decent is on a mission to deliver affordable health insurance for all. We help small businesses (2-100 employees) band together in a large group PEO and do their payroll, so we can save them 35% on their health insurance. We're servicing a huge market need for affordable and delightful health insurance (79 NPS vs. industry average of 19), and all of our plans include unlimited primary care via the direct primary care (DPC) model. We sell both direct and through brokers and have partnered with national broker distributors like BenefitMall and OneDigital (25K brokers) to offer the world's first integrated health plan + PEO. We set ambitious goals around team NPS and believe building and maintaining a strong positive culture is the key force multiplier in everything we do.

What You Will Be Doing

• Manage implementations for multiple clients simultaneously using implementation methodology
• Manage established clients using proactive outreach approach
• Perform implementation kick off call with client to review timeline and data requirements.
• Ensure all installation documentation is complete by the client for timely implementation
• Take ownership of issues & gaps during implementation and work with the client to resolve them
• Demonstrate and train client of tasks and best practices of the routine HR and payroll tasks required of them
• Build and maintain successful relationships with key contacts at client companies and become a trusted advisor and the single point of contact for their issues, questions, requests, escalations, and concerns.
• Appropriately leverage internal resources to help maintain a high level of employer satisfaction
• Collaborate with other internal departments as necessary to resolve employer-client issues and questions quickly and with high quality.
• Teach clients how to be more successful with our products and service through education on available tools, procedures, and policies.
• Assist with the definition and design of tools, standard operating procedures, and processes for scaling client service delivery in an ever-changing business environment.
• Identify, quantify, and define feature enhancements and new products to improve offering based on customer feedback, data analysis, and feature gaps with competitive products.
• Lead the renewal sales cycle from proposal stage thru contract execution
• Identify any “at-risk” renewal clients early in the cycle and define issues inhibiting a successful and timely renewal and escalate as needed
• Additional account management and implementation duties as needed

Experience

• 3+ years professional experience with a focus in Account Management and or customer onboarding/implementation of external clients
• Ability to provide excellent Customer Service tailored to each individual external client’s culture
• Experience using analytical, sales, and productivity tools, including Salesforce
• Strong organizational skills including prioritizing, scheduling, time management, and meeting deadlines.
• Ability to effectively manage multiple shifting priorities
• Experience implementing payroll, HCM, HRIS and other similar applications
• Ability to analyze data and identify key trends
• Demonstrated ability in learning tools and processes, effectively utilizing them for service delivery
• Proficiency in composing concise, accurate and appropriately targeted responses.
• Excellent written and verbal communication skills

Preferred Experience

• PEO Account Management
• High growth/startup environment

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