Account Manager

Summary

Personify Health provides a personalized health platform that combines health plan administration, wellbeing solutions, and care navigation. The Account Manager is responsible for managing client relationships, driving retention and growth, overseeing program implementation and service delivery, and coordinating with internal teams to ensure successful client outcomes.

Responsibilities

• Responsible for the retention and growth of a group of existing clients and successful onboarding of new clients
• Ensure that all client contractual obligations are being met while communicating any contractual risks appropriately
• Overall knowledge of client, client expectations and goals to effectively present information, respond and follow up on questions and inquiries from clients
• Establishes relationships with clients to enable successful implementation, growth and expansion of Personify Health programs when appropriate to meet client goals
• Managing consultant/broker/influencer relationships aligned with clients
• Effectively communicate roadmap and engagement solutions with passion and excitement
• Prepare and deliver reviews for each client. Perform analytical reviews of client results and develop strategic recommendations and action plans aligned with client’s goals and objectives
• Serve as a customer advocate within Personify Health and interface with internal departments to develop, implement and drive strategies to meet requirements and enhance the offerings
• Maintain a strong knowledge of the wellness, health and navigation space, plus competition
• Trouble-shoots and resolves issues; work with the Client Delivery Team as appropriate and seeks assistance of manager with questions that are more complex
• Maintain internal client management tools for assigned accounts including Gainsight, Salesforce, Confluence, Jira, etc
• Create an outreach plan to reach all stakeholders within a client’s organization
• Work with the client to understand organizational design, type of work environment, etc. and design a specific plan to maximize member engagement
• Work with Client Delivery Team for appropriate collaboration and hand off; items include but not limited to:
• Eligibility specifications and file transfers
• Data integration
• Accuracy and execution of all client program information
• In-year utilization-based services
• Provide communication plan, in year program activities, challenges and training on how to use best practice materials; work in partnership with Client Delivery Teams for implementation
• Serves as Subject Matter Expert for Personify Health Analytics tool and is responsible for training clients for utilizing the tool
• Monitor engagement and modify arrangements as appropriate
• Provide data and reports as it relates to incentive delivery and program completion
• Perform special projects as requested
• Works closely with Project Management Team for the successful implementation of new clients
• Establishes and manages year-round client program plan(s)
• Oversees day-to-day account management activities for assigned accounts. Coordinates with appropriate personnel, such as Client Delivery, Client Solutions, Concierge Screening Coordinator, Business Analyst, etc
• Ensure the success and quality by working with the client and acting on feedback as appropriate
• Ensures timely and successful delivery of all program components

Skills

• You are a skilled client management/success professional who is dedicated to your craft and capable of working under limited supervision
• Bachelor's degree, or equivalent, in related discipline
• 3+ years of direct account management work, which includes primary accountability of the overall account relationship with SMB and regional revenue clients
• 6+ years of direct account management work, which includes primary accountability of the overall account relationship with large enterprise & strategic revenue clients
• Background in consulting, wellness, health insurance, healthcare, navigation and/or related field
• Excellent knowledge and skill using Microsoft Office suite
• Experience with Salesforce
• Strong interpersonal, presentation and writing skills
• Strong organizational skills and detail orientation
• Demonstrated ability to collaborate
• Collaborative, fast-moving and comfortable with change
• Self-directed and proven ability to work independently
• Clearly assigns responsibility for tasks and decisions. Sets clear objectives and measures. Takes the value of work actually executed into consideration. Monitors process, progress, and results with a focus on final resolution. Influences and navigates the organization to ensure completion
• Trusted Advisor mindset. Dedicated to meeting the expectations and requirements of internal and external customers; gets first-hand customer information and uses it for improvements in products and services; acts with customers in mind; establishes and maintains effective relationships with customers and gains their trust and respect
• Enjoys working hard; is action oriented and full of energy for the things he/she sees as challenging; not fearful of acting with a minimum of planning
• Can quickly find common ground and solve problems for the good of all; can represent his/her own interests and yet be fair to other groups; can solve problems with peers with a minimum of noise; is seen as a team player and is cooperative; easily gains trust and support of peers; encourages collaboration; can be candid with peers
• Uses rigorous logic and methods to solve difficult problems with effective solutions. Probes all useful sources for answers. Can see hidden problems. Is excellent at honest analysis; looks beyond the obvious and doesn't stop at the first answers
• Good at figuring out the processes and team members necessary to get things done. Knows how to organize people and activities. Understands how to separate and combine tasks into efficient work flow. Can see opportunities for synergy and integration. Can simplify complex processes; gets more out of fewer resources
• Gainsight is preferred

Qualifications

Must Haves

• You are a skilled client management/success professional who is dedicated to your craft and capable of working under limited supervision
• Bachelor's degree, or equivalent, in related discipline
• 3+ years of direct account management work, which includes primary accountability of the overall account relationship with SMB and regional revenue clients
• 6+ years of direct account management work, which includes primary accountability of the overall account relationship with large enterprise & strategic revenue clients
• Background in consulting, wellness, health insurance, healthcare, navigation and/or related field
• Excellent knowledge and skill using Microsoft Office suite
• Experience with Salesforce
• Strong interpersonal, presentation and writing skills
• Strong organizational skills and detail orientation
• Demonstrated ability to collaborate
• Collaborative, fast-moving and comfortable with change
• Self-directed and proven ability to work independently
• Clearly assigns responsibility for tasks and decisions. Sets clear objectives and measures. Takes the value of work actually executed into consideration. Monitors process, progress, and results with a focus on final resolution. Influences and navigates the organization to ensure completion
• Trusted Advisor mindset. Dedicated to meeting the expectations and requirements of internal and external customers; gets first-hand customer information and uses it for improvements in products and services; acts with customers in mind; establishes and maintains effective relationships with customers and gains their trust and respect
• Enjoys working hard; is action oriented and full of energy for the things he/she sees as challenging; not fearful of acting with a minimum of planning
• Can quickly find common ground and solve problems for the good of all; can represent his/her own interests and yet be fair to other groups; can solve problems with peers with a minimum of noise; is seen as a team player and is cooperative; easily gains trust and support of peers; encourages collaboration; can be candid with peers
• Uses rigorous logic and methods to solve difficult problems with effective solutions. Probes all useful sources for answers. Can see hidden problems. Is excellent at honest analysis; looks beyond the obvious and doesn't stop at the first answers
• Good at figuring out the processes and team members necessary to get things done. Knows how to organize people and activities. Understands how to separate and combine tasks into efficient work flow. Can see opportunities for synergy and integration. Can simplify complex processes; gets more out of fewer resources

Nice to Haves

• Gainsight is preferred

Benefits

• Competitive base salary and benefits effective day one
• Comprehensive medical and dental through our own health solutions (yes, we use what we build)
• Unlimited PTO—rest and recharge time is non-negotiable
• Mental health support, retirement planning, and financial protection
• Professional development with clear career progression and learning budgets
• Mission-driven culture where diverse perspectives drive real impact on people's health
• Full benefits package starting day one
• Wellness programs and other employee perks