Account Manager- Client Success

Live Life Healthy LLC•Birmingham, AL

About The Position

The Account Manager serves as the primary relationship owner for assigned client accounts following implementation. This role is responsible for building trusted client relationships, ensuring successful ongoing program administration, coordinating support across internal departments, and delivering a consistently positive client experience. The Account Manager acts as the client's advocate within LLH, working closely with Sales, Implementation, Member Services, Payroll, Operations, and other internal teams to resolve issues, answer questions, communicate updates, and support client objectives. Success in this role requires strong communication skills, attention to detail, proactive problem-solving, and the ability to manage multiple client relationships simultaneously. The ideal candidate is highly organized, client-focused, and committed to delivering service that strengthens client satisfaction, retention, and long-term partnership growth.

Requirements

Associate's degree or Bachelor's degree in Business, Communications, Healthcare Administration, Marketing, or a related field; or equivalent professional experience.
Minimum of two (2) years of experience in account management, customer success, client services, healthcare, insurance, benefits administration, or a related client-facing role.
Strong verbal, written, and interpersonal communication skills.
Demonstrated ability to manage multiple priorities and deadlines effectively.
Proficiency with Microsoft Office applications including Outlook, Excel, Word, and Teams.
Strong organizational and problem-solving skills.

Nice To Haves

Experience using Salesforce or similar CRM platforms.
Experience supporting employer groups, healthcare programs, employee benefits, insurance, payroll services, or related industries.
Experience conducting client reviews, presentations, or business meetings.
Ability to analyze account data and identify service trends.
Experience working in a fast-paced, growth-oriented environment.

Responsibilities

Serve as the primary point of contact for assigned client accounts.
Build and maintain strong relationships with client stakeholders.
Develop a thorough understanding of each client's workforce, operational processes, and business objectives.
Conduct regular client outreach to maintain engagement and strengthen relationships.
Identify opportunities to improve the client experience and communicate recommendations internally.
Maintain ownership of client communications through resolution, regardless of the department performing the work.
Coordinate internal resources to address client questions, concerns, and service requests.
Monitor account activity and proactively identify issues before they escalate.
Respond to client inquiries promptly and professionally.
Escalate client concerns appropriately while maintaining clear communication with all stakeholders.
Support implementation and onboarding activities for new clients as needed.
Ensure a smooth transition from Implementation to ongoing account management.
Verify that client contacts, processes, and service expectations are documented and understood.
Conduct routine account reviews and client touchpoints.
Facilitate periodic business reviews focused on program performance, service trends, and client feedback.
Prepare meeting summaries, action items, and follow-up communications.
Identify risks, concerns, and opportunities for improvement through ongoing client engagement.
Maintain accurate client records and activity documentation within Salesforce and other assigned systems.
Document client interactions, action items, commitments, and follow-up activities.
Prepare client reports and account summaries as requested.
Monitor trends in client activity and communicate relevant findings to leadership.
Partner closely with Sales, Implementation, Member Services, Payroll, Operations, and other departments to support client needs.
Participate in internal meetings related to client health, service performance, and continuous improvement initiatives.
Ensure client expectations are communicated effectively across all teams.
Contribute to process improvement initiatives designed to enhance efficiency and client satisfaction.
Provide feedback regarding recurring client issues, operational bottlenecks, and service opportunities.
Support the development and maintenance of best practices, documentation, and standard operating procedures.