Account Manager

Arlo•New York, NY

30d•$70,000 - $80,000•Onsite

About The Position

Arlo is rebuilding health insurance for small businesses from first principles, aiming to ensure that a maximum portion of every premium dollar goes towards care rather than being absorbed by the system. This is achieved by identifying fraud early, guiding members towards higher-quality and lower-cost care, automating operational overhead, and eliminating vendors that primarily add cost. AI is central to Arlo's approach, utilized across underwriting, operations, clinical programs, and member experience to create an increasingly efficient insurer as the technology advances. The company is already operating at a significant scale, being profitable with hundreds of millions in premiums and tens of thousands of members covered, and is experiencing rapid growth through brokers, employers, and partners. Arlo is backed by Upfront Ventures, 8VC, and General Catalyst, with a team composed of individuals from Palantir, YC companies, and experienced healthcare operators. As an Account Manager, you will serve as the primary point of contact for brokers and the employers they represent. Your role will involve addressing inquiries, resolving issues, and ensuring a supportive and confident experience for them throughout their engagement with Arlo. You will guide brokers through the implementation of new plans, assist them with the quoting platform, and provide ongoing support for plan management post-launch. Additionally, you will have the opportunity to collaborate with the product team by offering feedback and insights to enhance the tools and systems used by Arlo's partners. This position is ideal for individuals with experience in the health insurance sector who excel at delivering high-quality service in a dynamic environment.

Requirements

2+ years of experience in a customer-facing role within the health insurance, employee benefits, or related industry.
Strong understanding of health plan structures, terminology, and processes.
Excellent written and verbal communication skills.
Highly organized with the ability to manage multiple priorities simultaneously.
Comfortable using CRMs, ticketing systems, and modern workplace tools (experience with HubSpot and/or Retool a plus).

Nice To Haves

Have a working knowledge of how health plans are sold, implemented, and maintained (particularly level-funded plans).
Take pride in delivering accurate, timely support to customers. Bonus points for customer success and/or implementation experience.
Are a proactive communicator who can simplify complex topics.
Thrive in a fast-paced environment and enjoy cross-functional collaboration.

Responsibilities

Respond promptly and professionally to broker and employer inquiries via email and phone.
Guide brokers, and occasionally employers, through onboarding and health plan implementation, ensuring accurate setup and documentation.
Support ongoing plan management, including tooling and answering day-to-day questions.
Manage the renewal process from end to end.
Coordinate with internal teams to resolve issues and provide timely, clear updates to brokers and clients.
Partner with product and operations teams to share feedback and suggest improvements to tools, workflows, and documentation.