Account Manager

Description General Position Summary At BPA Health, our Account Managers are are trusted strategic partners who deliver proactive support to our employer groups, brokers, and community partners. The Account Manager is responsible for customer engagement, satisfaction, and retention, acting as the face of BPA Health in every stage of the client relationship. This role leads with attentiveness and foresight - anticipating client needs, guiding success with a high-touch approach, and consistently delivering meaningful outcomes that set BPA Health apart. From seamless onboarding to insightful strategy reviews, the Account Manager ensures each client feels seen, supported, and strategically served. This person approaches challenges with transparency and a growth mindset, recognizing operational realities while adapting to change. Able to prioritize, think creatively, and pivot direction when needed while remaining effective in ambiguous or evolving situations. The Account Manager represents BPA Health’s core values of Do the Right Thing, Growth Mindset, Actively Engage, and Do What You Say - consistently demonstrating warmth, professionalism, responsiveness, and clarity in every interaction. BPA Health uses the Entrepreneurial Operating System (EOS), which provides clear roles, priorities, and accountability through quarterly priorities (“Rocks”), measurable scorecards, and structured weekly team meetings. Key Outcomes Elevated client satisfaction, retention, and loyalty High-quality, consistent onboarding and engagement Deepened, proactive relationships with HR and broker partners Strategic delivery of education, insights, and value Accurate and timely data reporting and communication Essential Functions & Activities White-Glove Client Experience Lead proactive onboarding calls and create personalized onboarding plans for new groups Serve as a primary point of contact, ensuring timely, warm, and solutions-focused communication Anticipate client needs and provide proactive check-ins, resources, and follow-up Retention & Growth Prepare and facilitate quarterly strategy calls, utilization reviews, and annual executive summaries Identify opportunities for expansion within existing accounts and coordinate with sales when appropriate Track and act on leading indicators of client satisfaction, engagement, and at-risk signals Relationship Management Build and maintain trust with HR leaders, brokers, and stakeholders across all account types Ensure follow-through on contract deliverables and ongoing value delivery Collect and act on feedback to continuously improve the client experience Reporting & Operational Excellence Generate, interpret, and present data-driven reports that demonstrate impact and utilization Maintain accuracy in all systems Be a subject matter expert in our CRM Manage third-party relationships with precision Education & Communication Deliver program training and presentations that empower and increase utilization Promote use of engagement toolkits and resources Monitor and contribute to newsletters, campaign materials, and BPA Health’s digital presence Community Support & Brand Representation Participate in client and community-facing events, including health fairs and outreach efforts Represent BPA Health’s brand, mission, and service excellence in every interaction Secondary Functions Support special projects and team initiatives Participate in marketing and sales activities as neededContribute to continuous improvement of internal processes and playbooks Collaborate with and support other team members in servicing client needs, ensuring seamless account management and customer satisfaction Requirements Mission & Culture Fit Embodies BPA Health’s mission to support mental health and well-being Leads with integrity, openness, and a service-first mindset Eager to grow alongside a dynamic, impact-driven team Education and/or Experience: Relevant education and/or equivalent professional experience Experience in account management, sales, marketing preferred Experienced and proficient in public speaking Strong CRM and Microsoft Suite experience, knowledge and skills preferred Experience with employee assistance programs, healthcare and/or benefits industry preferred Physical Requirements: While performing the duties of this job, the employee is continuously required to read, talk and hear. The employee is continuously required to walk, sit at a computer workstation, use hand to finger, handle or feel objects, tools or controls; and reach with hands and arms. The employee frequently lifts and/or moves up to 40 pounds. Specific vision abilities required by this job include close vision and the ability to adjust focus. The employee must be able to operate a vehicle (maintain legally required insurance and driver’s license) or have reliable transportation for offsite meetings. Travel Requirements: Up to 15% (approximately). Mostly local to the Treasure Valley, some statewide travel may be necessary occasionally. #J-18808-Ljbffr