Overview: The Key Account Manager (KAM) has overall responsibility for managing 30-40 key planholder accounts (1000 lives).
Building strong relationships with customers and brokers/consultants.
Managing account activity to drive achievement of customer satisfaction, persistency, growth and profitability goals.
Responsibilities:
Building strong relationships with customers and brokers/consultants.
Managing account activity to drive achievement of customer satisfaction, persistency, growth and profitability goals.
Reviews RFPs and actively participate with the Sales Rep in finalist presentations, to ensure that organizational and infrastructure capabilities are available, and provide expertise at presentations. Stays involved with the Implementation Manager throughout the implementation so there is a smooth transition to the KAM after implementation.
Ensure case readiness, smooth implementation of coverages and services, and customer satisfaction.
Coordinates renewal for assigned cases with sales & underwriting; communicates customers' needs, issues, risks, and opportunities; prepares and presents renewal to broker. Coordinates re-enrollment meetings as needed, to retain inforce business and grow premium within assigned accounts.
Identifies up-sell/cross-sell opportunities within assigned accounts; provides leads to Sales Rep; collaborates during sales process as needed, and coordinates implementation, if sold.
Develop service strategy and documented plan on assigned accounts; act as escalation point for resolution of non-routine issues related to service performance, including research to identify root cause, designing strategy to resolve issues, and managing to satisfactory resolution.
Retain inforce business and generate up-sell opportunities.
Understand customer business, issues, and needs through required proactive face-to-face customer visits and proactive phone contact; builds, maintains, and manages positive ongoing customer relationship at all decision. Attends client education meetings as needed.
Continual education of plan holder on Guardian processes, policies, and procedures, including web-site services and navigation. Keep plan holder and broker/consultants appraised of product and service enhancements.
Customer satisfaction. Ensure smooth transactions with underwriting and billing.
Responsible for oversight, monitoring and compliance with any performance guarantees on assigned cases.
Ensure compliance for customer satisfaction as well as protecting Guardian against non-compliance fees.
Work closely with Account Service Team, Eligibility & Payment Services Team, and other internal departments to facilitate smooth operational functions. Must maintain thorough knowledge of all service activities associated with assigned clients. Must present complete understanding of all issues to group to ensure a seamless customer experience.
Create a seamless customer experience.
Serve as Subject Matter Expert to RGOs on account capabilities, policies, and procedures.
Keeps local Guardian teams and management aware of competitive activity within assigned accounts area.
Ensure consistent and accurate information is communicated to clients. Provide opportunity for Guardian to stay ahead of the competition and retain business.
Identify internal processes, policies, procedures, or technology issues that may be adversely impacting customer satisfaction and work with Key Account Management to look for and implement solutions.
Ensure continuous process improvement, which in turn ensures customer satisfaction for retention of business.
Contribute to and participate in departmental and organization-wide projects and committees designed to enhance service, improve efficiency, and improve knowledge.
Continually broaden expertise. Represent large market client management on projects and committees as needed.
Education:
BA or BS degree or equivalent work experience
Experience:
At least 3 years of group insurance experience
Demonstrated success in dealing with brokers/consultants
Demonstrated success is dealing with sophisticated customers
Proven KPI results via account management experience
Skills:
Excellent communication and presentation skills
Possess strong consultative skills
Ability to build and maintain collaborative working relationships at all levels
Solid knowledge of group insurance, products, contracts, and services
Thorough knowledge of financing methodologies and strategies (fully insurance, alternate funded)
Knowledge of underwriting principles and practices
Location:
The Key Account Manager must be based within the territory. The territory includes the states of Georgia, North Carolina, and South Carolina.
Our promise:
At Guardian, you'll have the support and flexibility to achieve your professional and personal goals.
Through skill-building, leadership development and philanthropic opportunities, we provide opportunities to build communities and grow your career, surrounded by diverse colleagues with high ethical standards.
We offer:
Meaningful and challenging work opportunities to accelerate technology and innovation in a secure and compliant way
Competitive compensation
Excellent medical, dental, supplemental health, life and vision coverage for you and your dependents with no wait period
Life and disability insurance
A great 401(k) with match
Tuition assistance, paid parental leave and backup family care
Dynamic, modern work environments that promote collaboration and creativity
Flexible time off, dress code, and work location policies to balance your work and life in the ways that suit you best
Social responsibility in all aspects of our work. We volunteer within our local communities, create educational alliances with colleges, drive a variety of initiatives in sustainability, and advocate for diversity and inclusion in all that we do.