Inside Account Manager

Job Responsibilities

• Serve as the main point of contact for assigned customer accounts
• Virtually meet with assigned customers to conduct periodic account reviews, stewardship meetings, and addressing customer pain points
• Develop and maintain a deep understanding of customer needs, business goals, and challenges
• Proactively engage customers to ensure satisfaction and address potential issues before they escalate
• Review complex account data and practice critical thinking skills to uncover errors in account data that lead to service delivery problems and/or billing issues
• Identify opportunities for upselling or cross-selling additional products and services that align with customer needs
• Partner with Operations and Sales to maximize account growth potential
• Regularly update and maintain accurate customer records in CCM system
• Record interactions with customers in Microsoft Dynamics (CRM) and Sales loft
• Collaborate with internal teams to resolve customer concerns and ensure timely service delivery
• Provide exceptional service through responsiveness, transparency, and follow-through
• Advise customer on Concentra processes, including onboarding support when needed

Qualifications

• Education Level: Bachelor’s Degree ; Major: Business Administration, Marketing or related field
• Degree must be from an accredited college or university. Education Details:
• Bachelor’s degree from an accredited college or university or equivalent education and experience
• In lieu of higher education, the ratio is 1:1, meaning one year of college equals one year of work experience and vice-versa
• Serves as the primary internal point of contact for all colleague injury claims and Workers’
• Customarily has at least two years of experience in virtual account management, sales or
  customer service.
• Healthcare industry, occupational health care or workers’ compensation industry is preferred
• Experience with sales, marketing and communications is preferred

Job Related Skills / Competencies

• Ability to make decisions or solve problems by using logic to identify key facts, explore alternatives, and propose quality solutions
• Outstanding customer service skills as well as the ability to deal with people in a manner which shows tact and professionalism
• The ability to properly handle sensitive and confidential information (including HIPAA and PHI) in accordance with federal and state laws and company policies
• Must be able to analyze complex customer data to make corrections and identify root issues
• Must be able to maintain composure and professionalism when handling customer complaints and working with internal colleagues toward a resolution
• Strong strategic thinking skills to include critical thinking when identifying customer concerns, revenue maximization opportunities, and customer solutions
• Excellent oral and written communication skills, especially with virtual communication
• Strong attention to detail
• Strong drive to exceed client expectations
• Enterprise awareness and being a self-starter to understand how to prioritize a large volume of work
• Flexibility in moving between diverse job tasks
• Ability to work in a fast-paced environment with aggressive performance expectations
• Excellent systems skills including CRM (Microsoft Dynamics), SalesLoft and customer information databases
• Solid work ethic and integrity with a desire to work with a high level of energy