Account Manager III, National Accounts Consulting

Kaiser Permanente•Pleasanton, CA

49d

About The Position

In addition to the responsibilities listed below, this individual contributor role is also responsible for managing a moderately complex and unique book of business that includes a high level of strategic solutioning by building and maintaining a thorough understanding of the customer business and workforce; serving as an internal advocate to develop and drive customer centric solutions; developing and executing on engagement strategies for existing markets and expansions with minimal guidance; and consulting with and coordinating market and strategic customer engagement teams. Additionally, this role is responsible for developing and executing enterprise-wide and region-specific enrollment and engagement strategies for existing markets and expansions with minimal guidance by utilizing opportunities, resources, technology tools, and customer performance data (e.g., cost utilization, financial, clinical) to inform engagement strategy planning; consulting with and coordinating market and strategic customer engagement teams to resource enrollment and engagement activities; and selling engagement and enrollment strategies to stakeholders to gain their support. This includes coordinating the collection, analysis and development of insights; and coordinating the development of reporting and data presentations. This role is also responsible for managing Requests for Proposals (RFPs), including gaining insights and clarifications through customer and/or consultant engagements; writing and reviewing responses; recommending alternate designs and expansion opportunities; and ensuring RFP delivery meets and aligns with customer expectations and strategic account priorities. Additional duties also include overseeing the implementation of administrative processes to support customer satisfaction; building and maintaining relationships with customers, consultants, brokers, and/or channel partners; guiding the work of the Account Team Specialist to ensure work quality and serve as an escalation point for service issues; and creating an immersive experience for our customers while ensuring alignment with our growth objectives.

Responsibilities

Pursues effective relationships with others by proactively providing resources, information, advice, and expertise with coworkers and members.
Listens to, seeks, and addresses performance feedback; provides mentoring to team members.
Pursues self-development; creates plans and takes action to capitalize on strengths and develop weaknesses; influences others through technical explanations and examples.
Adapts to and learns from change, challenges, and feedback; demonstrates flexibility in approaches to work; helps others adapt to new tasks and processes; helps others adapt to new tasks and processes.
Supports and responds to the needs of others to support a business outcome.
Completes work assignments autonomously by applying up-to-date expertise in subject area to generate creative solutions; ensures all procedures and policies are followed; leverages an understanding of data and resources to support projects or initiatives.
Collaborates cross-functionally to solve business problems; escalates issues or risks as appropriate; communicates progress and information.
Supports, identifies, and monitors priorities, deadlines, and expectations.
Identifies, speaks up, and implements ways to address improvement opportunities for team.
Provides 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 ensure contract, benefit/service, and renewal activities; demonstrating comprehensive product knowledge when educating customers, consultants, brokers, and/or channel partners, resolving moderately complex questions or concerns; building a comprehensive 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) with minimal guidance; and providing accurate information including recommendations for new products, benefits/services offerings, and pricing models to address customer, consultant, broker, and/or channel needs with minimal guidance.
Demonstrates commitment to KP sales and retention goals by: implementing standard and non-standard strategies to meet or exceed targets for retention and growth for accounts in the Book of Business; holding accountability for Key Performance Indicators (KPIs) and maintaining updated Customer Relationship Management (CRM) platform. and contributing to the sustained growth and competitive position of KP in the market.
Contributes to the execution of sales and renewals by: implementing the RFR process end-to-end, following established timelines and best practices; executing standard and non-standard sales and renewals including administration, negotiations, and presentations and rate product and benefit/service validation; ensuring that contracts, pricing, and membership accounting implement the negotiated terms for sales and renewals; and creating cross-sell and upsell opportunities to increase growth and retention.