The Client Service Manager role is a sales-incented, relationship-focused role responsible for helping drive growth across existing and prospective accounts. In partnership with the Account Manager, you will build relationships with Taft-Hartley trust funds, fund administrators, and other key stakeholders to understand their needs, identify opportunities, and connect them with solutions that support their goals.
This is a highly client-facing role, with regular in-person engagement with fund administrators and other key stakeholders to strengthen relationships, uncover opportunities, and provide insights that support account strategy and growth. A key component of this role is developing and maintaining strong relationships with Taft-Hartley trust funds, fund administrators, and other key decision makers and stakeholders. The successful candidate will be comfortable working within this environment, building credibility and trust, and engaging directly with administrators to understand their priorities and identify opportunities for growth.
The ideal candidate is interested in advancing to an Account Manager role and motivated to build the relationships, skills and experience needed to prepare for that opportunity.
Job Summary:In addition to the responsibilities listed above, this position is also responsible for facilitating meetings with internal and external stakeholders to inform, plan, and problem-solve related to assigned accounts with minimal guidance; making frequent contact with outside stakeholders in service of fulfilling facetime requirements; resolving standard and non-standard customer service issues, and coordinating any necessary changes with appropriate internal functional areas; negotiating moderately complex agreements with personnel in the broader organization related to accounts assigned regarding timelines, deliverables and accountabilities in order to provide exemplary customer service; resolving or escalating customer experience and financial risks and applying moderately complex prevention and/or mitigation strategies; general instructions to lead the resolution of billing and eligibility issues; preparing executive-level case review documents; executing custom performance guarantees, custom contracts, and complex Requests for Proposal (RFPs), including coordinating the necessary internal resources to do so; and delivering full suite of reports in collaboration with Account Manager.
Essential Responsibilities:- Pursues effective relationships with others by proactively providing resources, information, advice, and expertise with coworkers and members. Listens to, seeks, and addresses performance feedback; provides mentoring to team members. Pursues self-development; creates plans and takes action to capitalize on strengths and develop weaknesses; influences others through technical explanations and examples. Adapts to and learns from change, challenges, and feedback; demonstrates flexibility in approaches to work; helps others adapt to new tasks and processes. Supports and responds to the needs of others to support a business outcome.
- Completes work assignments autonomously by applying up-to-date expertise in subject area to generate creative solutions; ensures all procedures and policies are followed; leverages an understanding of data and resources to support projects or initiatives. Collaborates cross-functionally to solve business problems; escalates issues or risks as appropriate; communicates progress and information. Supports, identifies, and monitors priorities, deadlines, and expectations. Identifies, speaks up, and implements ways to address improvement opportunities for team.
- Provides 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 ensure contract, benefit/service, and renewal activities; demonstrating comprehensive product knowledge when educating customers, consultants, brokers, and/or channel partners, resolving moderately complex questions or concerns; building a comprehensive 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) with minimal guidance; and providing accurate information including recommendations for new products, benefits/services offerings, and pricing models to address customer, consultant, broker, and/or channel needs with minimal guidance.
- Demonstrates commitment to KP sales and retention goals by: implementing standard and non-standard strategies to meet or exceed targets for retention and growth for accounts in the Book of Business; holding accountability for Key Performance Indicators (KPIs) and maintaining updated Customer Relationship Management (CRM) platform. and contributing to the sustained growth and competitive position of KP in the market.
- Contributes to the execution of sales and renewals by: implementing the RFR process end-to-end, following established timelines and best practices; executing standard and non-standard sales and renewals including administration, negotiations, and presentations and rate product and benefit/service validation; ensuring that contracts, pricing, and membership accounting implement the negotiated terms for sales and renewals; and creating cross-sell and upsell opportunities to increase growth and retention.
Minimum Qualifications: - Bachelors degree in Marketing, Finance, Business Administration, or related field AND minimum two (2) years of experience in sales, customer service, telemarketing, account management, health plan administration, insurance, or a directly related field OR minimum five (5) 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; Benefits/Services; Benefits/Services Presentations; Sales Opportunity Orchestration; Sales/Partnership Strategy and Techniques; Customer Experience; Goal Setting; Member Service
Preferred Qualifications:- Two (2) years of experience in group health care benefits sales, account management, and/or implementation, or a directly related field.
- Health Insurance License in state(s) where applicable.
Primary Location: California,Pasadena,Green Street/IDS
Scheduled Weekly Hours: 40
Shift: Day
Workdays: Mon, Tue, Wed, Thu, Fri
Working Hours Start: 08:00 AM
Working Hours End: 04:00 PM
Job Schedule: Full-time
Job Type: Standard
Employee Status: Regular
Worker Location: Remote
Employee Group/Union Affiliation: NUE-PO-01|NUE|Non Union Employee
Job Level: Individual Contributor
Department: MSSA Admin Offices - HP Mgr-Labor/Trust - 7016
Pay Range: $91400 - $118250 / year Kaiser Permanente strives to offer a market competitive total rewards package and is committed to pay equity and transparency. The posted pay range is based on possible base salaries for the role and does not reflect the full value of our total rewards package. Actual base pay determined at offer will be based on labor market data, internal alignment, and a candidate's years of relevant work experience, education, certifications, skills, and geographic location.
Travel: Yes, 20 % of the Time
