Account Manager

Hatch Staffing Services; Milwaukee (WI); On-site; USD 65,000 - 90,000; Full time

Job summary

Hatch Staff is seeking an Account Manager to maintain strong client relationships while coordinating internal and external projects across multiple technical platforms in Milwaukee, WI. The role emphasizes managing ongoing client interactions, project plan execution, and issue resolution to sustain high client satisfaction and strong Net Promoter Scores.

Successful candidates will guide teams, document processes, respond to system inquiries, and continually deepen product knowledge.

Responsibilities

• 1. Manage day-to-day relationships with all levels of client contact (open items log, client calls, training on new and existing features)
• 2. Execute project plan steps. Completing supporting materials (requirements documents, meeting notes, etc.) to push clients from implementation through ongoing across various service models and technology platforms
• 3. Proactively monitor benefit and technology administration processes to ensure accuracy and mitigate downstream issues
• 4. Ensure client satisfaction by providing excellent service resulting in consistent high Net Promoter Scores (NPS)
• 5. Coach/guide downstream team members assisting with process documentation, training and validation of team member execution; assist to prioritize tickets/emails
• 6. Process execution for assigned tasks/projects
• 7. Respond quickly and accurately to system questions
• 8. Researching and resolving client inquiries regarding system and process issues
• 9. Maintain thorough understanding of all system and processes
• 10. Triage and respond to system questions including escalations from client
• 11. Ticket prioritization for member/employee level analyst/specialist teams
• 12. Understanding client requirements and specifications to be the subject matter expert on all topics related to clients
• 13. Successfully partner with various members of the organization across multiple projects and teams
• 14. Know and continually build knowledge about our products and technology
• 15. Actively participate in sponsored professional development and training initiatives
• 16. Proactively seek out opportunities for efficiency and accuracy in daily tasks
• 17. Other duties as assigned

Job description

Responsibilities:

The Account Manager role is a client facing position primarily responsible for maintaining excellent relationships while managing internal and external projects across various technical platforms. (Primary ‘client’will vary depending on the specialty assigned between Brokers, Clients, Partners and/or Carriers)

• 1. Manage day-to-day relationships with all levels of client contact (open items log, client calls, training on new and existing features)
• 2. Execute project plan steps. Completing supporting materials (such as Requirements Documents, Meeting Notes, etc.) to push clients from implementation through ongoing across various service models and technology platforms.
• 3. Proactively monitor benefit and technology administration processes to ensure accuracy and mitigate downstream issues.
• 4. Ensure client satisfaction by providing excellent service resulting in consistent high Net Promoter Scores (a measure of client satisfaction).
• 5. Coach/Guide downstream team members assisting with process documentation, training and validation of team member execution. Assisting to prioritize tickets/emails.
• 6. Process Execution for assigned tasks/projects.
• 7. Respond quickly and accurately to system questions.
• 8. Researching and resolving client inquiries regarding system and process issues
• 9. Maintain thorough understanding of all system and processes.
• 10. Triage and respond to system questions including escalations from client.
• 11. Ticket Prioritization for Member/Employee Level analyst/specialist teams
• 12. Understanding client requirements and specifications to be the subject matter expert on all topics related to clients
• 13. Successfully partner with various members of the organization across multiple projects and teams.
• 14. Know and continually build knowledge about our products and technology.
• 15. Actively participate in sponsored professional development and training initiatives.
• 16. Proactively seek out opportunities for efficiency and accuracy in daily tasks.
• 17. Other duties as assigned.