Works with program leaders, data analytics and senior management to identify areas needing improvement along with other areas of opportunity. Monitors the implementation of new customers to hit target dates. Develops and strengthens relationships with clients. Participates directly in customer service calls with Workpartners staff. Presents and/or coordinates presentations with potential or existing clients. Maintains excellent working relationships with internal staff. Meets project plan deadli... more details
UPMC Workpartners is hiring an Account Manager to support the Absence Client Services team. This role will predominantly work remotely, with some onsite attendance in downtown Pittsburgh's US Steel Tower required. Occasional travel will also be required.
The Account Manager is the lead point of contact who proactively coordinates implementation of services, primary to their Line of Business (LOB), to accounts; ensures that contracted account services are provided to customer satisfaction during the contract period; explores up-sell opportunities and ensures contract renewal. Activities include but are not limited to: listening to the customer and assessing the account management role in supporting organization goals related to productivity and health, pro-actively establishing relationships with key organization contacts including absence management, EAP, wellness, business managers, union and leaders of all major organization segments, partnering with the organization to embed the Workpartners services into the organization culture, providing ongoing organization consultation on policies and best practices, coordination and implementation of promotional strategies, oral and written communication with key contacts and leaders of the account organization, coordinating service delivery provided by other internal or external providers as they become available, and conducting contract renewal within the Workpartners protocol.
Responsibilities:
Works with program leaders, data analytics and senior management to identify areas needing improvement along with other areas of opportunity. Monitors the implementation of new customers to hit target dates. Develops and strengthens relationships with clients. Participates directly in customer service calls with Workpartners staff.
Presents and/or coordinates presentations with potential or existing clients. Maintains excellent working relationships with internal staff. Meets project plan deadlines. Serves as the escalated communication link for all parties involved including client company representatives, brokers, and other Workpartners professionals. Ensures that client issues are dealt with in an efficient manner, informing internal parties of any problems that may arise.
Provides product leaders and business development department with customer feedback and comments. Maintains up-to-date information on book of business. Follows through on all client requests in a timely fashion. Prepares meeting planners, agendas and tracks follow-up issues. Conducts strategic account reviews. Assists with the preparation of communications, training, and resource materials. Remains current with Workpartners product knowledge as well as legislation that impacts our business. Ability to travel within and outside of the state of Pennsylvania for onsite client meetings, seminars, conferences, and/or special assignments.
Bachelor's degree from an accredited university or equivalent combination of education/experience preferred; 3+ years of experience in a client-facing role required.
Prior sales experience in a related industry preferred.
Prior experience with LOA, disability, or human resources preferred.
Licensure, Certifications, and Clearances:
Act 34
UPMC is an Equal Opportunity Employer/Disability/Veteran
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