Account Manager
Lakeland, FL Account Management
Job Type
Full-time
Description

Position Overview

Reporting to the Manager of Client Services, Account Managers are charged with creating raving fans of MidAmerica throughout our customer base of public sector employers. Tactically, Account Managers deliver best-in-class service to our external (and internal) clients. They take personal ownership of customer issues and pain points as they arise, working doggedly across the company’s departments to quickly resolve problems and implement process improvements to prevent their recurrence. Strategically, Account Managers are MidAmerica’s dual subject matter experts. They combine a comprehensive understanding of our clients’ strategic and financial challenges with robust knowledge of how our products provide enduring solutions to those challenges. The ability to work in a cross-functional, fast-paced, and deadline-driven environment is essential.



Responsibilities:

o Serve as the single most knowledgeable person at the company for a book of MidAmerica customers, maintaining and communicating a clear understanding of each customer’s product lineup and unique situation to internal and external stakeholders

o Build a trusting, consultative relationship with our customers: through comprehensive business reviews, ad-hoc employer education, and unmatched awareness of their current and emerging challenges

o Use insight and analysis of customer needs to identify complementary MidAmerica product offerings, closing cross-sell opportunities that unlock increased value for our customers

o Provide responsive “white-glove service” for all customer service issues, delighting at every opportunity and turning our customers into raving fans of our company and our products

o Liaise with internal departments to ensure successful onboarding of new customers, to include accurate plan setup, assignment to the correct client service tier, and seamless rollout across both MidAmerica and customer information systems

o Identify, implement, and deliver on customer outreach game plans tailored to employer needs and size, to include clear definition of communication expectations and schedule

o Proactively monitor customer plans to identify active or anticipated service issues, and take personal initiative to resolve these challenges cross-functionally before customers are inconvenienced

o Continuously evaluate and identify opportunities to drive process improvements that reduce service issues and increase customer satisfaction

o Monitor participant-level customer service interactions, partnering with employers to remedy employee pain points and increase employee satisfaction with MidAmerica products and services

o Partner with MidAmerica’s compliance team to increase customer and internal stakeholder understanding of complex regulatory issues

o Ensure internal systems and teams are updated for any employer-initiated or regulatory-driven plan changes

o Identify gaps in our service offering and communicate them for executive consideration

o Provide branded documentation, marketing material and any necessary reporting assistance to our customers and partners


Requirements

Qualifications

• Minimum of 5 years of Client Service and/or Account Management experience

• Superior organizational and prioritization skills, the ability to multi-task, and comfort working in a cross-functional team structure

• Strong analytical and evaluation skills

• Able to quickly learn and convey highly detailed information clearly, succinctly and effectively

• Comfort with customer-facing responsibilities, including the ability to maintain a pleasant and approachable demeanor in challenging or high-pressure circumstances

• Experience working in a fast-paced, high task volume environment

• Proficient in Microsoft Office Suite (Outlook, Word, and Excel)

• Occasional light travel (~10%) may be required

• Retirement industry experience preferred

• Working knowledge of IRS regulations and ACA guidelines is preferred

• Bachelor’s degree preferred