Account Manager

VSP Vision Care

About The Position

The Account Manager will manage an assigned book of client business, serving as an advisor on client service and operations-related issues. This role contributes to corporate-wide efforts to develop efficient and effective processes for customer service and strategic initiatives. The manager will collaborate with internal and external business partners on strategies for growth, retention, and client satisfaction, while also developing and maintaining relationships with clients, partners, brokers, and consultants. Key functions include acting as the primary service contact, marketing programs and services, facilitating client-related marketing initiatives, and developing account plans in collaboration with Market Directors. The position also involves understanding compliance-related items, participating in client meetings, managing implementation processes, handling client contracts and related activities, and overseeing client and member communication strategies. The Account Manager is responsible for report compilation, distribution, interpretation, and proactively monitoring clients to identify and resolve problematic issues. At VSP Vision, the company is dedicated to providing quality vision care and helping people see every possibility, driven by compassion and care. With nearly 70 years in the eye health industry, VSP Vision values collaboration, inclusion, and fostering a supportive and inspiring environment for its global family of nearly 15,000 teammates.

Requirements

College degree in Business Administration or related field, or equivalent experience
2+ years of account management experience and/or client service experience
Effective interpersonal and communication skills with ability to influence internal and external business partners
Experience participating in client-related project teams
Demonstrated ability to manage multiple concurrent account implementations, client/broker/consultant requests, and business needs
Ability to develop and maintain a strong understanding of business objectives, products, services, processes, competitive landscape, and business environment
Proven ability to adapt to change quickly and work effectively within an agile environment
Proven problem identification and solving capabilities
Knowledge of insurance platform technologies

Responsibilities

Manage assigned book of client business, serving as advisor on client service and operations-related issues, scope as defined by business area.
Contribute to corporate-wide efforts to develop efficient and effective processes that enable the company to service customers and support strategic initiatives.
Collaborate with internal and external business partners on strategies that drive growth and retention, and strengthen client relationships and satisfaction.
Develop and maintain relationships with clients, partners, brokers, and consultants to identify and address requirements as they relate to products and service offerings.
Function as primary service contact to achieve and maintain high satisfaction levels and client retention.
Market the value of programs, products, and services to gain adoption within each account.
Facilitate client-related marketing initiatives.
In collaboration with Market Directors, develop and manage account plans to include strategic objectives, communication, growth, and retention strategies.
Develop and maintain an understanding of compliance-related items, such as state and/or federal regulations or mandates applicable to client base.
Participate in key client meetings, in-person or virtually, such as Client Partnership Review, finalist, Site Visit, and other events as required by client.
Develop and manage the implementation process to ensure client accounts are implemented according to requirements and performance standards.
Work with internal and external business partners to address custom client requirements.
Manage client contract, compliance, and related activities (contracts, evidence of coverage, summary plan descriptions, etc.).
Collaboratively manage client and member communication strategies and collateral deployment.
Responsible for report compilation and distribution.
Interpret reporting requirements and successfully position those reports to clients.
Proactively monitor clients to identify problematic issues.
Escalate client issues to the appropriate business partners and drive solutions as needed.