Key Account Manager

ExtensisHR•Iselin, NJ

11d

About The Position

ExtensisHR is seeking a Key Account Manager for its Client Success Group. The role is responsible for retaining the company’s most profitable clients by ensuring client satisfaction and engagement. The Key Account Manager serves as the primary contact for assigned clients and drives continued success, increased value, and satisfaction by executing retention strategies and leveraging ExtensisHR’s products and services. The Key Account Manager executes an account management strategy, tactics, and engagement calendar; communicates clearly; gathers client feedback; and monitors client status and satisfaction. The role focuses on mitigating risks and competitive threats, identifying opportunities and solutions that support client goals, and helping clients successfully use the company’s products and services. The position requires strong relationship-building, communication, business acumen, problem-solving, organization, and collaboration skills in a fast-paced, changing environment. This role includes effective and ethical use of AI tools and technologies to improve productivity, decision-making, and performance, as well as ongoing awareness of relevant AI applications and continued development of AI proficiency. The position may be performed in a hybrid or remote setting depending on business needs and employee accommodation. 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.
Strong business acumen and ability to engage C-suite executives and coordinate internal operations.
Strong communication skills across MS Teams, in person, by phone, by email, and across internal teams.
Ability to manage multiple priorities, stay organized, and thrive in a fast-paced, rapidly evolving environment.
Problem-solving ability, including resolving client escalations and anticipating potential issues before they arise.
Curiosity and inquisitiveness to uncover client issues and needs.
Relationship-building skills, including the ability to establish meaningful connections across different levels and personalities.
Ability to de-escalate client issues and build trust as a client advisor.
Results-oriented approach and ability to collaborate and build networks of internal 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 extended periods, including repetitive motion.
Ability to lift and carry office supplies or equipment up to 20 pounds.
Ability to communicate effectively in person and through phone or video conferencing, and in verbal and written form.
Ability to focus and maintain attention for extended periods.

Nice To Haves

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

Responsibilities

Retain a segment of ExtensisHR’s top clients and help ensure client satisfaction and engagement.
Build strong relationships with assigned clients’ C-suite executives and/or broker partners, as well as decision makers, users, and influencers.
Execute account management strategies, tactics, and engagement calendars; communicate with clients and gather feedback.
Monitor client status and satisfaction, mitigating known risks and competitive threats.
Develop a deep understanding of ExtensisHR’s products, services, and processes to help clients navigate the service model.
Identify gaps and opportunities where ExtensisHR’s services can support clients’ business goals and objectives.
Increase client engagement by aligning and maximizing use of ExtensisHR’s products and services, including Performance Management, ATS, and Recruiting Services.
Manage clients’ experiences throughout all phases of their relationship, including healthcare renewal season.
Resolve client requests and escalations effectively and efficiently, ideally on the first attempt.
Proactively identify and implement strategies to maximize client lifetime value.
Use AI tools ethically and effectively, maintain awareness of relevant AI applications, and continue developing AI proficiency.

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.
Complimentary coffee and snacks.