Account Manager (Michigan)

As an Account Manager at Nomi in Grand Rapids, you will be responsible for driving client relationships, managing post-implementation communication, and ensuring client satisfaction. Your duties will include conducting quarterly meetings with TPAs, employer groups, and brokers to identify growth opportunities, organizing industry events, and providing on-site support during open enrollment events. You will also be involved in upselling Nomi's product suite and collaborating with various teams to enhance the overall customer experience.

To qualify for the Account Manager position at Nomi, candidates should have 2-5 years of experience in account management, specifically within health benefits or healthcare fintech. Understanding the TPA ecosystem and the dynamics within the healthcare industry is crucial. Candidates should also possess exceptional communication and negotiation skills, along with a proven track record of client retention and expansion.

As an Account Manager at Nomi, you'll build relationships through proactive communication and regular interactions with clients. This includes conducting quarterly meetings and monthly check-ins to assess what’s working and identify areas for improvement. Moreover, attending industry events and providing on-site support during important client events helps solidify these connections and deepen trust.

The Account Manager role at Nomi requires approximately 35% travel. This travel is essential for visiting clients, attending industry events, and strengthening partnerships with various stakeholders across Grand Rapids and beyond. This dynamic aspect of the job provides an exciting opportunity to engage with clients face-to-face and build relationships in person.

An Account Manager at Nomi will utilize several strategies to drive revenue, such as developing and executing upsell and cross-sell strategies across Nomi's product suite, providing clear communication and support to enhance client satisfaction, and identifying growth opportunities through regular interactions with TPAs and employer groups. Analyzing network gaps and collaborating with sales and marketing teams also contribute to these revenue initiatives.

In account management, building relationships requires a proactive and communicative approach. I focus on regular check-ins, understanding their needs, and providing tailored solutions. Attending their events and industry conferences enhances my presence and shows clients I am invested in their success.

Upselling is all about understanding client needs. In my previous role, I identified a gap in a client's service portfolio and suggested additional analytics features that aligned with their goals. By demonstrating the potential ROI and supporting seamless integration, I successfully secured the upsell.

I believe in clear communication and active listening when resolving conflicts. I gather all the relevant facts, empathize with the client's concerns, and collaborate on finding a solution. This approach not only resolves issues but also strengthens the relationship.

Key indicators of customer satisfaction include regular feedback from clients, retention rates, and the likelihood of referrals. Monitoring how clients utilize our products and their willingness to engage with additional services can also provide insight into their satisfaction levels.

I prioritize by assessing the urgency and impact of each task. I often maintain a checklist and set goals for the day. Regularly reviewing client needs and deadlines helps me stay organized and ensure timely responses.

A successful Account Manager excels at communication, is detail-oriented, and possesses a thorough understanding of their product suite. Relationship-building and strategic thinking are also vital, allowing them to anticipate client needs and drive revenue.

I actively read industry publications, attend webinars, and participate in networking events. Engaging with industry peers allows me to share knowledge and gain insights on emerging trends that can affect my clients’ businesses.

Analyzing client accounts is critical for identifying opportunities for optimization. I review usage data, feedback, and service trends to pinpoint areas where we can add value or improve service delivery for the client.

Enhancing customer experience can start with tailored communication and proactive support. Regular feedback loops allow me to assess service effectiveness and adapt our offerings based on their evolving needs. Hosting workshops or events can further foster collaboration.

Handling multiple clients requires effective time management and organization. I prioritize based on urgency and impact, while remaining flexible enough to address immediate concerns. Segmenting clients based on their specific needs also helps tailor my approach accordingly.