Account Manager

Account Manager
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 that successfully retains customers. Manage the renewal process with timely responses and creative solutions to ensure the successful continuation of client business and internal growth opportunities.

Establish and maintain mutually beneficial client business relationships by close and frequent interaction with brokers, client decision makers, and their support teams. Create and adhere to an annual client visitation plan that includes annual year-end review meetings as appropriate. Exceed expectations by attentive service to client, broker, or consultant inquiries.

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

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

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 concerns to ensure they are resolved. Escalate issues to the appropriate level when necessary. Offer alternative solutions within Delta Dental's established administrative processes to meet the group's needs.

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. 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. Ensure group requirements are documented, and Delta Dental staff involved in serving the account understand and accept the requirements.

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.

Proactive promotion of wellness and the benefits of good oral health.

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 (35+ 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
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

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
Experience Required

35 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

Benefits
In addition to a great culture, we offer excellent benefits including medical, dental, vision, life insurance, short and long term disability, spending accounts, and matching 401k. We value our associates and support everyone with learning and development, recognition programs, active wellness and diversity initiatives, tuition reimbursement, and generous paid time off to recharge even paid time off to volunteer at causes that you care about.

Delta Dental of New Jersey Inc 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, marital status, age, veteran status, domestic partner status, medical condition or any other characteristic protected by law.

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