Lead Account Manager

Fusion HCR•Birmingham, AL

4d•Hybrid

About The Position

Live Life Healthy (LLH) saw a growing challenge across industries such as staffing, hospitality, healthcare, and other hourly workforce environments. Many employees lacked access to affordable healthcare benefits, while employers struggled with rising costs and limited options. LLH Healthcare was built to address both challenges by providing a compliant, no out-of-pocket healthcare solution designed to support underserved and underinsured populations while delivering meaningful value to employers. We are committed to improving lives through innovative healthcare solutions, exceptional service, and strong partnerships. Our culture is built on collaboration, accountability, continuous improvement, and a commitment to delivering an exceptional client experience. Position Summary The Account Management Team Lead serves as a player-coach within the Client Experience organization, balancing direct account ownership with day-to-day leadership responsibilities for the Account Management team. This role is responsible for managing a portfolio of assigned client accounts while providing coaching, guidance, and operational support to Account Managers. The Team Lead serves as the first point of escalation for complex client issues, reinforces service standards, promotes accountability, and works closely with leadership to drive a consistent, proactive client experience. The ideal candidate demonstrates exceptional relationship management skills, leadership potential, operational discipline, and a commitment to developing others while maintaining a high level of personal performance.

Requirements

Bachelor's degree in Business, Communications, Healthcare Administration, Marketing, or a related field; or equivalent professional experience.
Minimum of five (5) years of experience in account management, customer success, client services, healthcare, insurance, employee benefits, or a related client-facing role.
Minimum of one (1) year experience serving in a lead, mentoring, coaching, training, or informal leadership capacity.
Demonstrated experience managing complex client relationships and escalated customer situations.
Strong verbal, written, and interpersonal communication skills.
Strong organizational, analytical, and problem-solving abilities.
Demonstrated ability to manage multiple priorities simultaneously.
Proficiency with Microsoft Office and CRM platforms.

Nice To Haves

Experience using Salesforce or similar CRM platforms.
Experience supporting employer groups, healthcare programs, employee benefits, insurance, payroll services, or related industries.
Prior experience conducting client business reviews and executive-level presentations.
Experience developing training materials, standard operating procedures, or process documentation.
Supervisory or team leadership experience in a customer-facing environment.
Experience working in a fast-paced, growth-oriented organization.

Responsibilities

Maintain ownership of a designated portfolio of client accounts.
Develop trusted relationships with key client stakeholders.
Conduct regular client outreach, business reviews, and strategic account discussions.
Identify opportunities to strengthen client satisfaction, engagement, and retention.
Monitor client health and proactively address concerns before they become escalations.
Serve as an advocate for clients while balancing organizational priorities and objectives.
Provide day-to-day guidance and support to Account Managers.
Conduct regular one-on-one coaching sessions focused on development, problem-solving, and accountability.
Assist with onboarding and training of new Account Managers.
Reinforce department policies, procedures, service standards, and engagement expectations.
Share best practices and facilitate knowledge transfer across the team.
Foster a culture of collaboration, accountability, and continuous improvement.
Serve was the first level of escalation for complex client concerns and service issues.
Partner with internal departments to coordinate resolution of high-priority matters.
Ensure client concerns are addressed promptly and professionally.
Track recurring issues and communicate trends to leadership.
Assist with root cause analysis and corrective action planning when needed.
Monitor adherence to established client engagement standards and account management procedures.
Review CRM documentation for consistency, quality, and completeness.
Ensure account activities, client communications, action items, and commitments are documented appropriately.
Support quality assurance efforts and workflow standardization initiatives.
Assist leadership in implementing process improvements designed to increase efficiency and service quality.
Partner closely with Sales, Implementation, Member Services, Payroll, Operations, and other departments to support client needs.
Facilitate effective communication between internal stakeholders.
Ensure client expectations remain aligned with operational capabilities and service delivery.
Support smooth transitions between implementation and ongoing account management.
Assist leadership with account assignment recommendations and workload balancing.
Monitor team capacity and identify resource constraints or support needs.
Provide input regarding staffing needs, training opportunities, and operational priorities.
Support departmental initiatives designed to improve scalability and consistency.
Review account health indicators, client feedback, service trends, and retention risks.
Assist in preparing client reports, business reviews, and operational summaries.
Identify patterns and trends that may require management attention.
Support leadership through data-driven recommendations and frontline insights.
Contribute to the development of policies, procedures, playbooks, and training materials.
Recommend improvements based on client feedback and operational observations.
Participate in strategic initiatives that strengthen the Client Experience organization.
Champion Adoption of new processes, tools, and best practices