Account Manager III

Kaiser Permanente; Pleasanton, Northern (CA, KY); Hybrid; USD 90,000 - 120,000; Full time

Job summary

Kaiser Permanente is looking for an experienced sales and retention professional to drive health insurance accounts in California. You will manage relationships with customers, consultants, brokers, and channel partners, executing renewal strategies and negotiating terms to meet KPIs.

You will educate clients on products, benefits, and pricing, while coordinating with cross-functional teams to align account plans with client goals.

Qualifications

• Bachelors degree in Marketing, Finance, Business Administration, or related field AND minimum two (2) years of experience in sales, customer service, telemarketing, account management, health plan administration, insurance, or a directly related field OR minimum five (5) years of experience in sales, customer service, telemarketing, account management, health plan administration, insurance, or a directly related field.

Responsibilities

• Builds and maintains relationships with customers, consultants, brokers, and channel partners to support contract, benefit, service, and renewal activities.
• Executes standard and non-standard sales and renewal strategies to meet retention and growth targets.
• Leads with product knowledge to address questions, educate clients, and present pricing models and benefits.
• Collaborates with internal teams to develop account strategies aligned with customer goals and timelines.
• Manages and updates CRM with activity and outcomes to track KPIs and market position.

Skills

Ambiguity/Uncertainty Management

Attention to Detail

Business Knowledge

Communication

Critical Thinking

Cross-Group Collaboration

Decision Making

Dependability

DEI Support

Drives Results

Facilitation Skills

Healthcare Industry

Influencing Others

Integrity

Learning Agility

Organizational Savvy

Problem Solving

Learning Recall

Teamwork

Topic-Specific Communication

Education

Bachelors degree in Marketing, Finance, Business Administration, or related field

Minimum two years in sales/customer service/related field or five years in related field

Tools

CRM

Job description

Job Summary:

Implements standard and non-standard sales and retention strategy for health insurance or workers compensation accounts with minimal guidance. Utilizes opportunities, resources, technology tools, and customer performance data (e.g., cost utilization, financial, clinical) to inform account planning, and gain buy-in from senior leaders. Builds and maintains relationships with customers, consultants, brokers, and/or channel partners, including providing information and working product knowledge, and resolving or escalating concerns. Builds working knowledge of customer businesses and develops account strategies in alignment with customer goals. Collaborates internally and externally to develop account strategy, including contributing to communication, and providing assistance to customer channel. Follows best practices and established timelines to execute sales and renewals, including administration, negotiations, presentations, rate, product and benefits with minimal guidance. Is accountable for Key Performance Indicators (KPIs) to support the sustained growth and competitive position of KP in the market.

Essential Responsibilities:

• Pursues effective relationships with others by proactively providing resources, information, advice, and expertise with coworkers and members. Listens to, seeks, and addresses performance feedback; provides mentoring to team members. Pursues self-development; creates plans and takes action to capitalize on strengths and develop weaknesses; influences others through technical explanations and examples. Adapts to and learns from change, challenges, and feedback; demonstrates flexibility in approaches to work; helps others adapt to new tasks and processes. Supports and responds to the needs of others to support a business outcome.
• Completes work assignments autonomously by applying up-to-date expertise in subject area to generate creative solutions; ensures all procedures and policies are followed; leverages an understanding of data and resources to support projects or initiatives. Collaborates cross-functionally to solve business problems; escalates issues or risks as appropriate; communicates progress and information. Supports, identifies, and monitors priorities, deadlines, and expectations. Identifies, speaks up, and implements ways to address improvement opportunities for team.
• Provides a positive customer experience within market turnaround expectations by: building and maintaining strategic relationships with customers, consultants, brokers, and/or channels while acting as the KP representative to ensure contract, benefit/service, and renewal activities; demonstrating comprehensive product knowledge when educating customers, consultants, brokers, and/or channel partners, resolving moderately complex questions or concerns; building a comprehensive understanding of prospect or customer business to ensure that Request for Renewal (RFR) response and engagement strategies are in alignment with customer goals; partnering with engagement team/specialist to monitor engagement programs (e.g., member wellness) with minimal guidance; and providing accurate information including recommendations for new products, benefits/services offerings, and pricing models to address customer, consultant, broker, and/or channel needs with minimal guidance.
• Demonstrates commitment to KP sales and retention goals by: implementing standard and non-standard strategies to meet or exceed targets for retention and growth for accounts in the Book of Business; holding accountability for Key Performance Indicators (KPIs) and maintaining updated Customer Relationship Management (CRM) platform. and contributing to the sustained growth and competitive position of KP in the market.
• Contributes to the execution of sales and renewals by: implementing the RFR process end-to-end, following established timelines and best practices; executing standard and non-standard sales and renewals including administration, negotiations, and presentations and rate product and benefit/service validation; ensuring that contracts, pricing, and membership accounting implement the negotiated terms for sales and renewals; and creating cross-sell and upsell opportunities to increase growth and retention.

Knowledge, Skills and Abilities: (Core)

• Ambiguity/Uncertainty Management
• Attention to Detail
• Business Knowledge
• Communication
• Critical Thinking
• Cross-Group Collaboration
• Decision Making
• Dependability
• Diversity, Equity, and Inclusion Support
• Drives Results
• Facilitation Skills
• Health Care Industry
• Influencing Others
• Integrity
• Learning Agility
• Organizational Savvy
• Problem Solving
• Short- and Long-term Learning & Recall
• Teamwork
• Topic-Specific Communication

Knowledge, Skills and Abilities: (Functional)

• Benefits/Services
• Benefits/Services Presentations
• Customer Experience
• Goal Setting
• Member Service
• Negotiation
• Sales Opportunity Orchestration
• Sales/Partnership Strategy and Techniques

Minimum Qualifications:

• Bachelors degree in Marketing, Finance, Business Administration, or related field AND minimum two (2) years of experience in sales, customer service, telemarketing, account management, health plan administration, insurance, or a directly related field OR minimum five (5) years of experience in sales, customer service, telemarketing, account management, health plan administration, insurance, or a directly related field.

• Accident and Health Insurance License (California) within 3 months of hire

Preferred Qualifications:

• Two (2) years of experience in group health care benefits sales, account management, and/or implementation, or a directly related field.
• Health Insurance License in state(s) where applicable.