Account Manager

Summary
The Account Manager serves as the primary business contact for assigned clients and is responsible for client satisfaction and retention. The Account Manager is expected to consistently provide excellent customer service to accounts, respond quickly to client needs, and provide accurate, high-quality deliverables and responses. In addition, the Account Manager must build relationships with clients and brokers to ensure high retention rates and secure growth with customers whenever possible.

Essential Functions & Responsibilities

Collaborate with Underwriting to develop a proactive renewal strategy and manage the renewal process with timely responses and creative solutions.

Establish and maintain mutually beneficial client business relationships through frequent interaction with brokers, client decision makers, and their support teams. Create and adhere to an annual client visitation plan that includes year‑end review meetings and exceed expectations with attentive service.

Proactively provide updates on Delta products, processes and changes; keep client plan designs current with marketplace trends.

Act as liaison to appropriate Delta Dental staff to resolve claim concerns, address eligibility submission issues and obtain information on Delta Dental products. Coordinate the exchange of information between internal and external partners and communicate accountability.

Assist operational areas responsible for eligibility, underwriting and billing/collections of group premiums to avoid payment delinquencies when the home office is unsuccessful in resolving issues.

Monitor group accounts to identify potential problems and work with functional areas to avoid or resolve issues. Track and follow up on problems and ensure they are resolved. Escalate issues to an appropriate level when necessary and offer alternative solutions within Delta Dental’s established administrative processes.

Refer new business inquiries and requests for proposals to account executives. Update the sales and account management team when existing business is out to bid and participate in the final stages of a new business sale to establish an early service and management relationship.

In partnership with account executives, attend and participate in new group implementation meetings. Manage activity to ensure new groups are installed according to requirements within the specified time frame and document group requirements so Delta Dental staff understand and accept them.

Attend open enrollment and benefit fairs as needed, including virtual and hybrid formats. Oversee meeting material production and distribution.

Provide consistent updates to Salesforce (CRM) on all important client or business information obtained. Utilize the CRM system to enter and document workflow requests.

Promote wellness and the benefits of good oral health proactively.

Other duties may be assigned.

Essential Qualifications
DDNJ Competencies

Accountability

Adaptability‑Flexibility

Communication‑Listening Skills

Customer Focus

Confidentiality

Ethics and Values

Problem Solving‑Analysis

Attention to Detail

Ability to Maintain Composure

Dependability

Knowledge, Skills & Abilities
Technical and Functional

Account management (3–5+ years) with emphasis on creating, maintaining, and enhancing customer and broker relationships

Customer knowledge and consultative selling skills; ability to execute and build effective relationships

Business and financial acumen; strategic and organizational planning capability

Excellent verbal and written communication skills; strong attention to detail

Highly organized; able to manage multiple priorities

Leadership, facilitation, strategic thinking, problem‑solving, decision‑making, negotiation, and analytical skills

Broad knowledge of business functions; ability to influence, motivate, and lead cross‑functional team members to achieve agreement

Proficiency in Salesforce or comparable CRM platform; Microsoft Office Suite

Ability to travel/visit clients and brokers as required

Required Physical Abilities

Ability to sit and perform extensive close keyboard and PC work

Ability to walk, talk or hear

Occasionally required to stand and reach with hands and arms

Working Environment

Ability to meet deadlines and attendance standards.

The noise level in the work environment is usually moderate.

This classification will require you to sign a confidentiality agreement.

Experience, Education, and Certifications Required

3–5 years of account management experience (or equivalent combination of education, training, and experience)

Experience creating, maintaining, and enhancing customer and broker relationships

Dental and/or medical insurance experience strongly preferred; carrier side or broker side experience a plus

Demonstrated maturity and expertise in business, financial, strategic, and organizational planning

Required Educational Level

Bachelor’s degree in Business Administration, Marketing, or related field (or equivalent combination of education, training, and experience)

Certifications / Licenses

Active Health Insurance License (must have or be willing to acquire and maintain)

Valid driver’s license and reliable transportation required for local travel throughout Connecticut

Benefit Disclaimer
The benefits set forth in this posting reflect DDNJ’s benefits policies in place at the time of posting, as are made available to other similarly situated employees of DDNJ, although participation is at all times in accordance with and subject to the eligibility and other provisions of such plans and programs. DDNJ reserves the right, in its sole discretion, to prospectively modify or terminate any of its benefits plans or programs at any time and for any reason, to the extent permitted by applicable law. DDNJ complies with all applicable state and federal wage and hour, pay equity and pay transparency laws.

Delta Dental of New Jersey is an equal opportunity employer.

All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, ancestry, sex, sexual orientation, gender identity, genetics, disability, marital status, age, veteran status, domestic partner status, medical condition or any other characteristic protected by law.

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