Customer Success Manager II - Healthcare

The Customer Success Manager II is responsible for managing key accounts, along with implementation, support, and revenue growth activities associated with new and existing accounts. In addition, role's responsibilities include the day-to-day accountability for internal and external setup, development, and maintenance associated with those accounts.

The Account Manager will act as the principal point-of-contact for clients and will work closely with the sales and operations teams to manage projects per the needs both defined by the client and outlined by the Director of Accounts. In addition, this person ensures that account-level client expectations are properly managed and that all stakeholders are kept informed regarding project status and progress, including milestones of program development.

InComm Healthcare helps health plans and groups attract, engage and retain members with innovative consumer benefits and rewards. By taking advantage of our Enhanced Payment Platform, our partners can provide easily accessible incentive programs to their members. Our innovative products, like our directed-spend prepaid cards, provide members with continuous positive experiences at retail. Combined, these services increase and enhance brand awareness for a wide variety of health plans and group.

The key responsibilities of the Account Manager II are growth, retention, business development and strong client relations with existing and potential clients to meet sales objectives.

• Develop and grow key customer relationships at multiple levels of the organization to open channels of communication and promote business growth. Ensuring the overall quality of maintaining client relationships, client projects, and the status of those projects are communicated effectively to all parties. This includes building relationships with customer key stakeholders and customer c-level executives.
• Responsible for strategic account planning including monthly updates, quarterly business reviews and annual account planning.
• Oversee a portfolio of Healthcare clients managing (and owning) the customer account relationship. Be the expert. These tasks include, but are not limited to, product portfolio, materials project management of inventory and fulfillment, billing, reporting, regular customer meetings, and continuous training.
• Create and implement strategic account plans to continuously improve service and grow revenue.
• Knowing your customer through frequent customer contact via conference calls and regular (on-site) customer meetings.
• Work closely with your customers to understand their needs and recommend optimum solutions to increase revenue performance.
• Ensure there are no barriers to our customers’ success; effectively manage issues with the support of the entire InComm team.
• Work with Product Management and Marketing to develop the best possible product suite available for each customer.
• Produce detailed product and sales analyses.
• Attend key customer vendor shows, charity events and other key events.
• Manage escalations of service ops failures.
• Multitask and manage projects across multiple functional groups, including internal departments and partners.
• Oversees daily internal operations reports to proactively identify opportunities and/or service operations risks.
• Oversees the integrity of project and product issues, ensuring accurate and timely completion. This includes reviewing, analyzing, and evaluating company systems and user needs, documenting procedures, and defining scope and objectives. Prepare reports or presentations to communicate findings.
• Oversees weekly velocity of inventory unit movement working closely with Card Production Managers to accurately control inventory and fulfillment levels.
• Assist in the implementation of new programs and/or products.
• Produce key internal status reporting for the InComm Payments team.
• Responsible for communicating the direction of key accounts to the Director of Accounts, VP, Sales and other key executives.
• Responsible for executing renewal contracts for customer portfolio.

• 
  4+ years’ experience in account development and building relationships.
• Experience in healthcare, healthcare payer, plan or system experience preferred.
• Bachelor’s Degree preferred.
• Ability to analyze business problems and utilize iterative business analysis techniques to develop functional documentation.
• Strong analytical skills including a thorough understanding of how to interpret customer business needs and translate them into application and operational requirements.
• Capable of troubleshooting problems and identifying solutions.
• Ability to manage change in client relationships; manage difficult situations.
• Must have excellent advanced Microsoft Excel skills; Adobe Illustrator skills a plus.
• Self-starter able to work well independently.
• Experience working with online applications and systems.
• Effective verbal and written communications at all levels is critical.
• Experience providing and verifying deadlines and deliverables.
• Experience in navigating across cross-functional teams.
• At least 10% travel for client visits and company meetings.

• 
  This position is eligible for the Employee Referral Bonus Program - Tier - III