The Account Manager will serve as a strategic liaison between the organization and its public sector clients, ensuring the delivery of high-quality services and solutions that align with governmental standards and community objectives. This role requires a strong understanding of public sector operations, contract management, and stakeholder engagement, with proven experience in managing complex accounts across municipal, state, or federal agencies. The account manager location is remote and the customers that this position supports are all located in the San Jose/Santa Clara/South Bay market where in person customer engagement is required.
The incumbent will be responsible for maintaining client relationships, identifying growth opportunities, and ensuring compliance with applicable regulations and procurement policies. Success in this role demands proficiency in data-driven account planning, performance reporting, and cross-functional coordination, as well as the ability to translate client needs into actionable service delivery strategies.
Job Summary:
Implements moderately complex sales and retention strategy for health insurance or workers compensation accounts independently. Utilizes opportunities, resources, technology tools, and customer performance data (e.g., cost utilization, financial, clinical) to meet competitive revenue and growth targets independently. Builds and maintains relationships with customers, consultants, brokers, and/or channel partners, including providing information and advanced product knowledge, and resolves or escalates concerns. Demonstrates advanced knowledge of customer businesses and develops account strategies in alignment with customer goals. Collaborates internally and externally to develop account strategy, including coordinating communication, and recommending solutions to customers. Follows best practices and established timelines to execute sales and renewals, including administration, negotiations, presentations, rate, product and benefits independently. Is accountable for Key Performance Indicators (KPIs) to facilitate the sustained growth and competitive position of KP in the market.
Essential Responsibilities:
Promotes learning in others by proactively providing and/or developing information, resources, advice, and expertise with coworkers and members; builds relationships with cross-functional/external stakeholders and customers. Listens to, seeks, and addresses performance feedback; proactively provides actionable feedback to others and to managers. Pursues self-development; creates and executes plans to capitalize on strengths and develop weaknesses; leads by influencing others through technical explanations and examples and provides options and recommendations. Adopts new responsibilities; adapts to and learns from change, challenges, and feedback; demonstrates flexibility in approaches to work; champions change and helps others adapt to new tasks and processes. Facilitates team collaboration to support a business outcome.
Completes work assignments autonomously and supports business-specific projects by applying expertise in subject area and business knowledge to generate creative solutions; encourages team members to adapt to and follow all procedures and policies. Collaborates cross-functionally and/or externally to achieve effective business decisions; provides recommendations and solves complex problems; escalates high-priority issues or risks, as appropriate; monitors progress and results. Supports the development of work plans to meet business priorities and deadlines; identifies resources to accomplish priorities and deadlines. Identifies, speaks up, and capitalizes on improvement opportunities across teams; uses influence to guide others and engages stakeholders to achieve appropriate solutions.
Ensures a positive customer experience within market turnaround expectations by: building and maintaining strategic relationships with customers, consultants, brokers, and/or channels while acting as the KP representative to facilitate contract, benefit/service, and renewal activities; demonstrating advanced product knowledge when educating customers, consultants, brokers, and/or channel partners, resolving complex questions or concerns; demonstrating an advanced understanding of prospect or customer business to ensure that Request for Renewal (RFR) response and engagement strategies are in alignment with customer goals; partnering with engagement team/specialist to monitor engagement programs (e.g., member wellness) independently; and providing accurate information including advanced recommendations for new products, benefits/services offerings, and pricing models to address customer, consultant, broker, and/or channel needs independently.
Demonstrates commitment to KP sales and retention goals by: implementing moderately complex strategies to meet or exceed targets for retention and growth for accounts in the Book of Business; documenting progress on Key Performance Indicators (KPIs) and maintaining updated Customer Relationship Management (CRM) platform independently; and facilitating the sustained growth and competitive position of KP in the market.
Contributes to the execution of sales and renewals by: collaborating across teams to complete the RFR process for moderately complex accounts, following established timelines and best practices; facilitating moderately complex sales and renewals including administration, negotiations, and presentations and rate product and benefit/service validation; coordinating tasks across teams to ensure that contracts, pricing, and membership accounting implement the negotiated terms for sales and renewals; and creating and capitalizing on cross-sell and upsell opportunities to increase growth and retention.
Minimum Qualifications:
Minimum one (1) year of experience in a leadership role with or without direct reports.
Bachelors degree in Marketing, Finance, Business Administration, or related field AND minimum four (4) years of experience in sales, customer service, telemarketing, account management, health plan administration, insurance, or a directly related field OR minimum seven (7) years of experience in sales, customer service, telemarketing, account management, health plan administration, insurance, or a directly related field.
Accident and Health Insurance License (California) within 3 months of hire
Additional Requirements:
Knowledge, Skills, and Abilities (KSAs): Negotiation; Customer Data; Benefits/Services; Benefits/Services Presentations; Market Research; Sales Opportunity Orchestration; Sales/Partnership Strategy and Techniques; Customer Experience; Goal Setting; Member Service; Underwriting; Change Management; Brand Strategy; Persuasion
COMPANY: KAISER
TITLE: Account Manager IV
LOCATION: San Mateo, California
REQNUMBER: 1390377
External hires must pass a background check/drug screen. Qualified applicants with arrest and/or conviction records will be considered for employment in a manner consistent with Federal, state and local laws, including but not limited to the San Francisco Fair Chance Ordinance. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, protected veteran, or disability status.
