Account Manager

6 months ago

Toronto, Canada National Healthcare Solutions, Inc. Full time

**VUMI Canada is searching for Top Talent**

**Our experience, creativity, transparency and commitment to customer service are backed by reliable and proactive underwriting, precise reporting and analytics, and state of the art technology. A career with VUMI Canada offers a professional work environment and promotes employee involvement and teamwork as part of its company culture. VUMI offers competitive salaries and benefits packages and opportunities for career growth and professional development.**

Working with the Vice President, the Account Manager is a key member of the team overseeing the day-to-day administrative functions of the department and responsible for determining account management strategies related to client service plans; retention of existing clients, customer satisfaction, revenue growth, client surveys, and new business; providing program management for clients requiring complex service models; and overseeing the work of other local and national program management staff. This is a customer-facing role and requires a polished professional appearance and demeanor.

**DUTIES AND RESPONSIBILITIES**

The essential functions include, but are not limited to the following:
**1. Account Management**
- Works in partnership with the VP, VUMI Canada to prospect and maintain business relationships with brokers/advisors, insurance companies and MGA’s.
- Implements account management strategies to increase the market share within the industry by promoting our products to new insurance brokers & upskilling existing broker relationships.
- Handles quote requests and the RFP process in an effective and efficient manner for assigned active and retiree Canadian book of business.
- Identifies opportunities for improvement within own book of business, Account Management department and company overall.
- Oversees the implementation of new sold cases through the sale, customer service, enrollment and fulfillment process for a flawless customer experience.
- Maintain a high level of accountability to take ownership of issues and be organized to manage the resolution through to completion.
- Ensures consistent engagement with accounts (booking calls, in-person visits and meeting for the VOP of sales) across team.
- Captures and shares results with senior team leaders and tracks progress over time (month-to-month).
- Identifies potential exposures across industries.
- Assesses program performance of direct reports and make recommendations on ways to improve.

**2. Administrative Support**
- Ensure customer experience through exceptional customer support, technical assistance and general relationship management.
- Triage and resolve incoming requests and where necessary, engage the right resources/processes to assist in providing exceptional customer experience end-to-end.
- Serves as a trusted liaison between the customer and operations teams; maintain ongoing channels of communication to ensure optimum service levels.
- Makes demonstrated effort to interact with all clients under management responsibility, including annual in-person visits for largest revenue accounts.
- Proactively brings recommended solutions to challenging client situations.
- Develops plans of action to address the client concerns and mobilizes resources across the organization.
- Helps team members identify key individuals within client organization for client, program and company success.
- Defines high expectations for client service and results across respective book of business.
- Understands client goals and ensures high quality service plans among team members.
- Engages clients on a recurring basis to ensure satisfaction with service levels and results against client goals, using established guidelines.
- Develops and recommends customized solutions for own and teams’ clients to drive value.
- Performs other duties as assigned.

**MINIMUM QUALIFICATIONS**
- Some college work at the B.A. or B.S level from a four-year college or university required.
- 3-5 years directly related experience.
- Excellent oral and written communication, including presentation skills.
- PC literate, including Microsoft Office products.
- Analytical and interpretive skills.
- Strong organizational skills.
- Excellent interpersonal skills.
- Leadership/management/motivational skills.
- Ability to work in a team environment.
- Excellent account rounding ability.
- Strong understanding of claims management.
- In-depth knowledge of client servicing.
- Ability to handle conflict and confront challenging issues in a fast work environment.
- Ability to meet or exceed Performance Competencies.
- Able to influence and motivate others through persuasive points-of-view.
- Has robust understanding of how cost of risk impacts clients financial statements and unique attributes which may hinder solutions (e.g., jurisdictional challenges, union workforces, remote locations, etc.).
- Solid understanding of industry products and services.

**WORKING CONDITIONS**

Gene

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