What are the responsibilities and job description for the Account Manager- Client Success position at Live Life Healthy LLC?
About LLH Healthcare
Live Life Healthy (LLH) saw a growing challenge across industries such as staffing, hospitality, healthcare, and other hourly workforce environments. Many employees lacked access to affordable healthcare benefits, while employers struggled with rising costs and limited options.
LLH Healthcare was built to address both challenges by providing a compliant, no out-of-pocket healthcare solution designed to support underserved and underinsured populations while delivering meaningful value to employers.
We are committed to improving lives through innovative healthcare solutions, exceptional service, and strong partnerships. Our culture is built on collaboration, accountability, continuous improvement, and a commitment to delivering an exceptional client experience.
Position Summary
The Account Manager serves as the primary relationship owner for assigned client accounts following implementation. This role is responsible for building trusted client relationships, ensuring successful ongoing program administration, coordinating support across internal departments, and delivering a consistently positive client experience.
The Account Manager acts as the client's advocate within LLH, working closely with Sales, Implementation, Member Services, Payroll, Operations, and other internal teams to resolve issues, answer questions, communicate updates, and support client objectives.
Success in this role requires strong communication skills, attention to detail, proactive problem-solving, and the ability to manage multiple client relationships simultaneously. The ideal candidate is highly organized, client-focused, and committed to delivering service that strengthens client satisfaction, retention, and long-term partnership growth.
Essential Functions and Responsibilities
Client Relationship Management
- Serve as the primary point of contact for assigned client accounts.
- Build and maintain strong relationships with client stakeholders.
- Develop a thorough understanding of each client's workforce, operational processes, and business objectives.
- Conduct regular client outreach to maintain engagement and strengthen relationships.
- Identify opportunities to improve the client experience and communicate recommendations internally.
Account Ownership and Support
- Maintain ownership of client communications through resolution, regardless of the department performing the work.
- Coordinate internal resources to address client questions, concerns, and service requests.
- Monitor account activity and proactively identify issues before they escalate.
- Respond to client inquiries promptly and professionally.
- Escalate client concerns appropriately while maintaining clear communication with all stakeholders.
Onboarding and Transition Support
- Support implementation and onboarding activities for new clients as needed.
- Ensure a smooth transition from Implementation to ongoing account management.
- Verify that client contacts, processes, and service expectations are documented and understood.
Client Reviews and Engagement
- Conduct routine account reviews and client touchpoints.
- Facilitate periodic business reviews focused on program performance, service trends, and client feedback.
- Prepare meeting summaries, action items, and follow-up communications.
- Identify risks, concerns, and opportunities for improvement through ongoing client engagement.
Documentation and Reporting
- Maintain accurate client records and activity documentation within Salesforce and other assigned systems.
- Document client interactions, action items, commitments, and follow-up activities.
- Prepare client reports and account summaries as requested.
- Monitor trends in client activity and communicate relevant findings to leadership.
Cross-Functional Collaboration
- Partner closely with Sales, Implementation, Member Services, Payroll, Operations, and other departments to support client needs.
- Participate in internal meetings related to client health, service performance, and continuous improvement initiatives.
- Ensure client expectations are communicated effectively across all teams.
Continuous Improvement
- Contribute to process improvement initiatives designed to enhance efficiency and client satisfaction.
- Provide feedback regarding recurring client issues, operational bottlenecks, and service opportunities.
- Support the development and maintenance of best practices, documentation, and standard operating procedures.
Minimum Qualifications
- Associate's degree or Bachelor's degree in Business, Communications, Healthcare Administration, Marketing, or a related field; or equivalent professional experience.
- Minimum of two (2) years of experience in account management, customer success, client services, healthcare, insurance, benefits administration, or a related client-facing role.
- Strong verbal, written, and interpersonal communication skills.
- Demonstrated ability to manage multiple priorities and deadlines effectively.
- Proficiency with Microsoft Office applications including Outlook, Excel, Word, and Teams.
- Strong organizational and problem-solving skills.
Preferred Qualifications
- Experience using Salesforce or similar CRM platforms.
- Experience supporting employer groups, healthcare programs, employee benefits, insurance, payroll services, or related industries.
- Experience conducting client reviews, presentations, or business meetings.
- Ability to analyze account data and identify service trends.
- Experience working in a fast-paced, growth-oriented environment.
Core Competencies
Relationship Management
Builds trust through professionalism, responsiveness, and consistent follow-through.
Communication
Communicates clearly and effectively with clients, internal teams, and leadership.
Problem Solving
Evaluates situations objectively and develops practical solutions that support client needs and business objectives.
Accountability
Takes ownership of responsibilities and follows commitments through completion.
Organization and Time Management
Effectively manages competing priorities while maintaining accuracy and attention to detail.
Collaboration
Works productively across departments to deliver successful outcomes for clients and members.
Adaptability
Remains flexible and responsive in a changing business environment.