Key Account Manager

ExtensisHR • Woodbridge Township, NJ

13d • $95,000 - $125,000

About The Position

The Key Account Manager (KAM) is responsible for retaining a segment of ExtensisHR’s most profitable clients by promoting client satisfaction, engagement, and loyalty. Serving as the primary contact for assigned clients, the KAM executes account-management and retention strategies, maintains clear communications, gathers feedback, monitors client satisfaction and risk, and identifies ways to help clients meet their business goals through ExtensisHR’s products and services.

The role builds relationships with client executives, broker partners, decision makers, users, and influencers. It requires a strong understanding of ExtensisHR’s products, services, and processes; coordination with internal subject-matter experts; and effective management of the client experience throughout the relationship, including healthcare renewal seasons. The KAM identifies opportunities to increase engagement and client lifetime value, addresses requests and escalations, and works proactively to anticipate client needs.

The position also requires effective and ethical use of AI tools to improve productivity, decision-making, and performance, along with ongoing awareness of relevant AI applications and continued development of AI proficiency. The role may be performed in a hybrid or remote setting depending on business needs and employee accommodation, and occasional travel may be required. The work environment is typically quiet and climate-controlled, with standard office equipment available.

Requirements

• At least 10 years of successful experience managing high-profile accounts and relationships.
• Ability to communicate clearly, candidly, and professionally with business leaders through MS Teams, in person, by phone, email, and across internal teams.
• Strong business acumen and ability to engage C-suite executives and coordinate internal operations.
• Strong relationship-building skills and ability to establish connections across levels and personalities.
• Ability to de-escalate client issues and build trust as a client advisor.
• Proactive, resourceful problem-solving skills, including anticipating client needs and potential escalations.
• Ability to manage multiple priorities, stay organized, and thrive in a fast-paced, rapidly changing environment.
• Curiosity and inquisitiveness to uncover client issues and needs.
• Results-oriented and competitive approach to achieving client outcomes.
• Collaborative approach and ability to build internal networks of subject-matter experts.
• Servant-leadership mindset focused on helping clients achieve their priorities.
• Bachelor’s degree or appropriate experience.
• Ability to sit or stand for extended periods while performing desk-related tasks.
• Ability to use a computer, keyboard, and mouse for prolonged periods, including repetitive motion.
• Ability to lift and carry office supplies or equipment up to 20 pounds.
• Occasional bending, reaching, and twisting to retrieve files or supplies.
• Ability to walk throughout the office, including between departments or meeting rooms.
• Ability to communicate effectively in person and through phone or video conferencing, verbally and in writing.
• Ability to focus and maintain attention for extended periods while working on various tasks.

Nice To Haves

• Experience managing or supporting employee benefits programs, including annual benefits renewals, within PEO, ASO, brokerage, or similar benefits-centric organizations.
• Experience in HR, PEO, ASO, HR software, or benefits-related industries.

Responsibilities

• Retain a segment of ExtensisHR’s top clients and support client satisfaction and engagement.
• Build strong relationships with assigned clients’ C-suite executives and/or broker partners.
• Develop relationships with decision makers, users, and influencers to ensure client needs and expectations are met.
• Execute account-management strategies, tactics, and engagement calendars; communicate clearly and gather client feedback.
• Monitor client status and satisfaction, mitigate known risks and competitive threats, and proactively identify potential issues.
• Develop a deep understanding of ExtensisHR products, services, and processes to navigate the service model and support clients.
• Identify service gaps and opportunities where ExtensisHR can help clients achieve business goals.
• Increase engagement by aligning and maximizing the full suite of products and services, including performance management, ATS, and recruiting services.
• Manage the client experience through all relationship phases, including healthcare renewal season.
• Resolve client requests and escalations effectively and efficiently, aiming to resolve them the first time.
• Implement strategies to maximize client lifetime value.
• Use AI tools effectively and ethically to enhance productivity, decision-making, and overall performance, while maintaining awareness of relevant emerging applications and developing AI proficiency.
• Coordinate internal teams and subject-matter experts to produce favorable client outcomes.
• Travel occasionally as required.

Benefits

• Competitive compensation.
• Progressive paid-time-off program, including time off for volunteering and life events.
• Group medical, dental, vision, and life insurance available from day one.
• Pretax spending accounts for health and dependent-care expenses.
• 401(k) and IRA retirement plans with employer contributions.
• Professional development programs.
• Employee discounts on retail and entertainment.
• Social and community outreach committee, with in-office events and networking opportunities.
• Diversity, Inclusion and Equity committee and employee engagement initiatives.
• Complimentary coffee and snacks.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior