•Maintain frequent contact with client and build strong relationships within the Platinum account.
•Ownership of primary relationship. Build rapport starting with onboarding meetings and continuing through life cycle of the relationship. Strengthen bond through self-education of client by developing and maintaining thorough understanding of clients’ business including their products, services, website(s), competition, etc. as preparation for role as consultant. Manage and expand Web of Influence.
•Conduct business reviews and quarterly updates with Platinum accounts.
•Project management oversight including campaigns, initiatives, reporting, and issue resolution. Provide standard monthly activity reports documenting results of defined activities and successes. Provide interpretation of trending reports, as appropriate.
•Create and maintain accurate strategic account plans for review with the ComSol Director, senior leadership, and sales, where appropriate.
•Accountable for maintaining or increasing client satisfaction levels.
•Partner with clients through a strategic and consultative approach to understand business needs, issues, and priorities. Review complex client requirements on ongoing basis and provide specific solution recommendations.
•Maintain utilization of existing products and services; and revenue. Identify and build new revenue streams by proactively engaging clients in up-sell activities. Qualify lead for new products before passing off to appropriate team (i.e. contracts, sales).
•Work collaboratively with Client Services team members and Sales team members to gain best penetration into account and to build and grow relationships and identify new opportunities.
•Collaborate with appropriate teams for issue resolution, track and communicate internally and externally. Troubleshoot client issues related to call handling, report availability, service levels, data issues, and strategic partners. Coordinate involvement of other team members including, operations, management, IT, contracting in order to meet account performance objectives and customer expectations.
•Facilitate all contract renewals for assigned accounts and engage internal contracting team as necessary.
•Possess intimate knowledge of ComSol products, processes, goals, and values with ability to effectively articulate ComSol’s value proposition.
•Mentor and assist new hires, including Platinum and Gold Account Managers to enhance skill levels and Client Services team knowledge.
•Manage and track all relevant communications with assigned clients within the SalesForce tool. To include account and contact information.
•Effectively share client best practices. Expectations for Behavior and Execution
•Understand and consistently communicate the vision.
•Live by ComSol’s core values.
•Embrace ComSol’s unique culture and participate.
•Build and support a partnership with your Manager.
•Build positive relationships with peers.
•Set reasonable deadlines for work. Meet those deadlines or communicate effectively in advance of due dates to negotiate new dates.
•Hold team members accountable.
•Help ComSol continuously deliver “value” as a premium provider.
•Maintain all confidences required of leaders at ComSol.
•Excels at the development and maintenance of strong client relationships.
•Attention to detail, instinctive, persistent, focused, well organized.
•Possess superior communication skills both oral and written.
•Strong relationship building and matrix management, strong team work.
•Ability to operate at the highest levels within the client.
Education and Experience Required (including certifications and/or software requirements for the position):
•Education equivalent to a Bachelor’s Degree or the equivalent in related work experience. Demonstrated strategic and analytical skills, as well as solid business acumen.
•Ability and experience in coordinating across multiple internal resources in support of client solutions. 20%-30% travel.
•Experience in and ability to present business solutions and sales strategies to top level executives in the healthcare and/or commercial industry.
•Call center/contact center management experience a plus.
•Strong project management, time management and organizational skills.
•Proficient computer skills with Windows operating systems.
•Ability to handle complex accounts and develop strategic plans.