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Director Account Management
Summary
Title:Director Account Management
ID:20170887 - FL/AZ
Location:Tampa FL OR Phoenix AZ
Description

The ideal candidate for the account management director position is responsible for the daily management, strategic planning and business development for assigned customer accounts. The account management director will serve as the client advocate and advisor deepening the client relationship and promoting client objectives and goals while further advancing business growth opportunities for HPOne. The director will manage accounts to ensure adherence to contract terms including meeting service delivery SLA’s and client expectations. The director is also responsible for developing client specific strategic plans which outline client goals and HPOne growth opportunities in meeting those goals. The director will serve as the single point of contact for the client and the internal lead for HPOne driving client initiatives. In addition to business development, the director will also have responsibility for client retention, profitability and contract renewals.

Location: Tampa, FL & Gilbert, AZ

 

Responsibilities

  • HPOne’s single point of contact for assigned clients serving as client advocate, business consultant and overall program manager
  • Ensure effective facilitation, coordination, development, implementation and execution of the client program
  • Develop client specific strategic plans and provide consultative guidance to assist client in meeting business goals and expand HPOne business opportunities
  • Manage coordination, monitoring and tracking of deliverables to ensure service delivery of key client and HPOne success factors
  • Develop and maintain strong relationships with multiple level decision makers within client organization
  • Serve as client point of contact for all internal departments to deliver service as outlined in the program objectives
  • Offer solutions to enhance client performance and expand the services provided by HPOne
  • Manage contract negotiations and contract administration for client relationships
  • Conduct internal operational meetings as needed to review performance
  • Lead monthly and quarterly business review sessions with clients
  • Coordinate/balance resources across functional departments to meet client specifications and internal financial goals. Departments include: IT, HR, training, compliance & quality, operations, finance and legal
  • Maintain a working knowledge of the entire call center operation as well as project operation
  • Work with quality assurance to ensure consistency in call evaluations
  • Identify and communicate processes that continually enhance the quality of services to clients as well as improvements to productivity and business/client financial goals
  • Support internal financial forecasting requirements and ensure HPOne is on track to meet corporate profitability goals
  • Develop annual account analysis to ensure understanding of customer strategies, future product offerings and expand activities to meet client objectives satisfying client needs, growing client business, and achieving company objectives
  • Resolve conflicts and provide solutions to clients in a timely manner
  • Participate in client prospect meetings and request for proposal (RFP) process as needed

 

Requirements

  • Bachelor degree from an accredited institution with concentration in business, communications, health or other relevant discipline
  • Five to seven years of related experience in a business-to-business customer environment with health plans or within healthcare
  • Call center business/BPO industry experience
  • Proven experience in account management and client services
  • High level of integrity, judgment and follow through
  • Strong attention to detail
  • Ability to solve complex problems in a customer-facing role
  • Discipline and organization to manage multiple priorities simultaneously
  • Strong relationship management skills: internal and external
  • Strength in gaining consensus across a multidisciplinary team (internal & external partners, client)
  • Ability to negotiate and discuss pricing and contractual arrangements
  • Proven ability to understand customer data and make recommendations to operations/client based on analytics
  • Excellent verbal, written and Microsoft Outlook skills
  • Good customer presentation experience/skills
  • Willingness to travel – 50%

Preferred qualifications for this role

  • Experience managing inside health insurance sales and healthcare/health plan service operations
Founded in 2006, HPOne is a leading sales and marketing organization that operates across multiple segments of the Medicare and health insurance marketplaces. Using proprietary technology solutions coupled with deep industry knowledge, the company provides a range of outsourced sales, marketing and contact services for national and regional health plans, operates private exchanges for individual consumers and employer-based group retirees, and manages the largest exclusive Medicare lead generation marketplace in the industry.  HPOne’s core differentiation is its exclusive focus on the health insurance industry, bringing innovative and performance-based solutions that address the most pressing challenges facing clients. With four state-of-the-art contact centers around the country and a management team with an average of over 15 years in the health insurance industry, HPOne provides its clients with the solutions they need to profitably grow and manage their business.  For five consecutive years, HPOne has been named to Deloitte's Technology Fast 500™, a ranking of the 500 fastest growing technology, media, telecommunications, life sciences and energy tech companies in North America, earning a rank of 357 for 2016.
Equal Opportunity
HPOne
is an equal opportunity employer, committed to employment equity throughout all levels of the organization. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, or national origin. We welcome and encourage diversity in the workplace. HPOne requires the necessary drug testing and background checks as part of our pre-employment practices.