To manage client relationships in support of business development efforts. Use communication and organizational skills to develop and grow relationships within current and future base of client partners.
The CRM manages client relationships in support of existing customer business development efforts. Uses strong communication and organizational skills to work with Operations, the sales force and product marketing to develop client specific programs and strategies to effectively position our services for attainment of Revenue and Gross Profit objectives. Is responsible for servicing, maintaining and growing existing relationships with the client in collaboration with Operations functions both Domestic and Global. Specific responsibilities include proposing, negotiating and finalizing sales contracts primarily for current customer growth of volume (up-sell); additional offerings (x-sell) and promoting Analytics-based and Technology-based Business Process Transformation.
This position requires managing the interactive and administrative portion of assigned client relationships. Serves as the primary contact between client contact(s) and Firstsource Service Centers. Communicates client needs, issues and status to Service Center Operations teams. Identifies and validates existing client new business opportunities. Monitors and manages the implementation of high quality services throughout the lifecycle of the client partner relationship and develops comprehensive knowledge of individual accounts. Works with VP of Client and Strategic Relationships to manage ongoing relationship marketing efforts, including loyalty programs. Analyzes account information and strategies to insure maximum service.
Other characteristics include, but are not limited to: Business Casual to Business attire, regular work hours (usually 40 hours/week), travel required, working under distractions and some repetitive activities.
Essential Duties and Responsibilities (include but are not limited to):
Responsible for managing the interactive portion of assigned client relationships and serves as the primary contact between the client point of sale contact and the Service Centers from the initial new business implementation/installation throughout the lifecycle of the client partner relationship.
Acts as day-to-day account manager to ensure the Service Centers deliver high quality results on time and within client partner expectations while building strong and lasting relationships with client partners.
Communicates client partner needs, issues and status to Service Center Operations teams to ensure consistent proactive customer service expectations are being met. In addition, offers support to Service Center Operations teams to assist in Client communication efforts regarding Operations’ needs.
Works with the sales team and the operations team to develop account specific programs and strategies to effectively position our service for maximum sell-in and sell-through.
Works with SVP Client and Strategic Relationships to manage ongoing relationship marketing efforts, including loyalty programs, and to insure relationship marketing efforts are communicated effectively and fit appropriately into overall marketing and business plans and goals.
Develop comprehensive knowledge of individual accounts.
Provides sales support as requested by developing written, graphic, and electronic sales materials, letters, brochures, and displays.
May staff company booth at trade shows and conferences.
May be the referral person for questions from Regional Service Centers on communications materials.
Various other duties as assigned.
Knowledge, Skills and Abilities:
Knowledge of Microsoft Office or similar software applications
Customer Service Standards
Contracts and Statements of Work
Operational understanding of Commercial and Government Healthcare Payer Products and Programs
Knowledge and understanding of Company Financial reports
Broad knowledge and understanding of US Healthcare and a deep understanding of Healthcare Insurance, Government payment programs and associated industries
Knowledge of Executive-level sales techniques and negotiations
Proficiency with Microsoft Office
Exceptional oral and written communication skills
Business opportunity development
Demonstrated ability to develop client relationships
Confidence to interact with all levels of management
Acquire and evaluate information
Ability to be a team leader
Negotiations and problem solving skills
Ability to resolve conflicts
Experience and Training Guidelines
Any combination of experience and training that would likely provide the required knowledge and abilities in qualifying.
5-10 years of Account Management or Sales experience
At least 5 years of Healthcare Payer experience
Bachelors degree in business management or communications or the equivalent of any combination of work experience and education.
Supervision Received and Exercised
This position receives limited supervision except for specific instructions for particular projects. Some supervision is exercised as part of account management and ensuring consistent proactive customer service expectations.