Customer Account Manager

Plansource • UNAVAILABLE, UNAVAILABLE

5d • Remote

About The Position

The Customer Account Manager is accountable for the customer account and relationship from closing of sales process, through implementation, and ongoing. The Customer Account Manager will maintain consistent communication, regular meetings, and solicit proactive feedback from customers and coordinate efforts internally to respond to needs and to drive increased value to customer relationships. The Customer Account Manager is also responsible for exceeding budgeted retention rate and maximizing revenue per client. This role executes and manages all account activities to deliver an optimized, scalable, and quality-focused customer journey. Implements strategic account plans while supporting day-to-day operational and administrative activities that drive client success. Contributes to and executes strategic account plans that support ongoing customer success. Requires analysis of client-specific needs, business environments, and operational considerations, leveraging knowledge of benefits administration, technology, and client objectives. Erroneous decisions or actions may negatively impact client relationships, service delivery, and business outcomes. Regularly interacts with client stakeholders (including executive-level contacts) and internal partners across departments. Interactions involve influencing outcomes, gathering feedback, and representing the organization in client-facing engagements. Operates as an individual contributor within a cross-functional team, leveraging subject matter expertise to support client outcomes while collaborating closely with internal partners.

Requirements

• Ability to be an effective team member.
• Excellent oral and written communication skills.
• Excellent organization and prioritization skills.
• Familiar with Microsoft Office and Microsoft Outlook
• Demonstrated ability to effectively work with all levels and cross-functionally within the company.
• Must be able to work outside of normal work hours.
• Must have ability to travel as required (approx. 10%).
• Strong customer service and orientation skills.
• Strong problem-solving skills.

Nice To Haves

• 5+ years of experience in a high visibility client management position within HR/ Benefits Service industry.
• Career path that demonstrates consistency, increasing level of responsibility in scope and scale.
• Health and Welfare domain knowledge that demonstrates expertise in enrollment technology configuration, employee benefits processes, benefit program requirements, carrier and payroll exchanges, and a firm understanding of benefit services (e.g. Open Enrollment, COBRA, ACA, Call Center, Billing).
• General understanding of EDI data and file delivery management, including but not limited to requirements gathering, vendor file delivery, 834 and 5010 layouts, troubleshooting, and payroll file processes.

Responsibilities

• Establish and maintain relationships with all key decision makers and contacts at client organizations, including executive-level stakeholders.
• Maintain consistent communication with clients, including regular meetings to review service levels and proactively solicit feedback.
• Establish a clear point of escalation for day-to-day client contacts and manage issue resolution effectively.
• Exceed budgeted retention targets and maximize revenue per client.
• Continually seek opportunities to increase revenue through upselling additional service offerings or converting additional employer groups.
• Communicate, negotiate, and manage contractual changes with clients.
• Solicit sales leads and referrals from clients.
• Act as project manager/coordinator for all client special projects, including annual open enrollment.
• Manage and/or participate in the account implementation process, serving as a technical and process best practices resource and helping set expectations for the ongoing relationship.
• Bring in internal subject matter experts as needed to support specific client issues or projects.
• Reintroduce account teams as necessary to support continuity and alignment.
• Partner with Ongoing Service Teams to deliver high-quality services to clients.
• Participate and coordinate with internal departments, including billing and collections, on client-specific issues.
• Drive continual efficiency and added value within client relationships by implementing system functionality and process improvements.
• Develop and deliver client-facing metrics and reporting.
• Maintain and update all client documentation, including tracking client activity and account details.
• Ensure accurate documentation of client interactions, projects, and service delivery.
• Complete job-related training and development as required.
• Work on special projects or additional duties as assigned by management.
• Use AI‑enabled tools to help analyze patterns in support tickets, summarize findings, and accelerate root‑cause analysis, with appropriate validation.
• Apply AI assistance to support documentation, knowledge base updates, and issue research.
• Identify opportunities to improve support workflows through automation and tooling.
• Contribute to continuous improvement of support processes, documentation, and operational practices.

Benefits

• Comprehensive health coverage with multiple medical plan options - all covering 100% of in-network preventive care.
• Employer‑funded Health Savings Account (HSA) - up to $1,000 annually for family coverage.
• Dental & Vision planswith 100% coverage for routine dental care and $250 vision frame allowance, plus employee-only vision premiums at $0.
• 401(k) with immediate vesting and a 50% company match up to 6% of contributions.
• Generous paid parental leave, adoption assistance, and fertility benefits.
• Flexible PTO, paid holidays, a strong culture of work‑life balance and Flex Fridays in the summer.
• Mental health & wellbeing support, including Employee Assistance Program (EAP), movement and wellness resources.
• Rewards and recognition programs that celebrate employees through peer recognition, awards, and quarterly recognition initiatives.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed