Account Manager

Delta Dental of New Jersey•Glastonbury, CT

10h•Hybrid

About The Position

The Account Manager serves as the primary business contact for assigned clients and is responsible for client satisfaction and retention. The Account Manager is expected to consistently provide excellent customer service to accounts, respond quickly to client needs, and provide accurate, high-quality deliverables and responses. In addition, the Account Manager must build relationships with clients and brokers to ensure high retention rates and secure growth with customers whenever possible.

Requirements

Account management (3–5+ years) with emphasis on creating, maintaining, and enhancing customer and broker relationships
Customer knowledge and consultative selling skills; ability to execute and build effective relationships
Business and financial acumen; strategic and organizational planning capability
Excellent verbal and written communication skills; strong attention to detail
Highly organized; able to manage multiple priorities
Leadership, facilitation, strategic thinking, problem-solving, decision-making, negotiation, and analytical skills
Broad knowledge of business functions; ability to influence, motivate, and lead cross-functional team members to achieve agreement
Proficiency in Salesforce or comparable CRM platform; Microsoft Office Suite
Ability to travel/visit clients and brokers as required
3–5 years of account management experience (or equivalent combination of education, training, and experience)
Experience creating, maintaining, and enhancing customer and broker relationships
Demonstrated maturity and expertise in business, financial, strategic, and organizational planning
Active Health Insurance License (must have or be willing to acquire and maintain)
Valid driver’s license and reliable transportation required for local travel throughout Connecticut

Nice To Haves

Dental and/or medical insurance experience strongly preferred; carrier side or broker side experience a plus

Responsibilities

Collaborate with Underwriting to develop a proactive renewal strategy that successfully retains customers. Manage the renewal process with timely responses and creative solutions to ensure the successful continuation of client business and internal growth opportunities.
Establish and maintain mutually beneficial client business relationships by close and frequent interaction with brokers, client decision makers, and their support teams. Create and adhere to an annual client visitation plan that includes annual year-end review meetings as appropriate. Exceed expectations by attentive service to client, broker, or consultant inquiries.
Proactively provide updates on Delta products, processes, and changes; keep client plan designs current with marketplace trends.
Act as the liaison to appropriate Delta Dental staff to help resolve claim concerns, to address eligibility submission issues, and to obtain information on Delta Dental products. Coordinate the exchange of information between internal and external business partners and communicate the importance of accountability to staff.
Assist operational areas responsible for eligibility, underwriting, and billing/collections of group premiums to avoid payment delinquencies when the home office is unsuccessful in resolving issues.
Monitor group accounts to identify potential problems and work with functional areas to avoid or resolve issues. Track and follow up on problems and concerns to ensure they are resolved. Escalate issues to the appropriate level when necessary. Offer alternative solutions within Delta Dental’s established administrative processes to meet the group's needs.
Refer new business inquiries and requests for proposals to account executives. Update the sales and account management team when existing business is out to bid. Participate in the final stages of a new business sale to establish an early service and management relationship.
In partnership with account executives, attend and participate in new group implementation meetings. Manage activity to ensure new groups are installed according to requirements within the specified time frame. Ensure group requirements are documented, and Delta Dental staff involved in serving the account understand and accept the requirements.
Attend open enrollment and benefit fairs as needed, including virtual and hybrid formats. Oversee meeting material production and distribution.
Provide consistent updates to Salesforce (CRM)on all important client or business information obtained. Utilize the CRM system to enter and document workflow requests.
Proactive promotion of wellness and the benefits of good oral health.
Other duties may be assigned.