Associate Account Manager

Sharecare is the leading digital health company that helps people – no matter where they are in their health journey – unify and manage all their health in one place. Our comprehensive and data-driven virtual health platform is designed to help people, providers, employers, health plans, government organizations, and communities optimize individual and population-wide well-being by driving positive behavior change. Driven by our philosophy that we are all together better, at Sharecare, we are committed to supporting each individual through the lens of their personal health and making high-quality care more accessible and affordable for everyone.

Job Summary:

The Associate Account Manager for the Employer Market is responsible for supporting a team and their associated customers with contract renewals, implementations, service delivery, and account management activities within the Employer market segment. The Associate Account Manager will report to a Senior Director/VP of Account Management and provide support for customer issues to both the manager above and the client. This role may also time manage customer relationships solely as needed. The role will work in close collaboration with a variety of departments across the organization. This role may also support other Account Managers on the team with a variety of customer service projects and tasks.

Essential Job Functions:

Primary responsibilities include:

• Reporting: Prepare necessary data, and reports in the course of action in managing and renewing clients. Review and analyze reports for accuracy and outcomes needed to satisfy the customer. Assist in presenting reports to senior executives. (e.g. monthly, quarterly, and/or annual reporting) as needed.
• Implementation and Service Delivery: Support the implementation and service delivery of new accounts (potentially lead implementation and management of new accounts in the future). Improve and maintain the implementation process and ensure consistency and success of implementations. Communicate to  Senior Account Management the issues that arise during implementation. Ensure that implementation activities are achieved on schedule and as required.  Service delivery includes supporting, documenting, and resolving any client-escalated customer service issues and working within the organization for a timely resolution. 
• Contract Renewal: Support the renewal strategy development, packaging, presentation, and negotiation activities to retain and grow profitable existing business. Conduct pre-renewal internal strategy meetings to discuss customer issues, problems, needs, opportunities, competitive threats and alternatives to be proposed. Present clients with a comprehensive, professional, and compelling renewal package. Interpret financial data and provide input on pricing. Coordinate and prepare for renewal and RFP responses as applicable.

Additional responsibilities may include:

• Contract Expansion/Up-sell: Identify and pursue opportunities for contract expansion. Use consultative selling practices to uncover issues related to the customer’s needs and proactively identify solutions to customer issues by linking opportunities to contract scope expansion. Maintain knowledge of competitor’s sales activities and general competitive intelligence.
• Client/Consultant Management: Support the senior Account Management team in nurturing and developing overall business relationships with assigned market segment Accounts. Support the Senior Account Management team in establishing and/or improving positive strategic relationships with the senior client executives and respective consultants. This could include Human Resource/Health Benefit leadership as well as the CEO, COO, CSO, CMO, CFO, Vice Presidents, Directors, and their staff. Resolve customer issues including resolution of technical and/or customer service problems. Conduct formal periodic review meetings with client(s) to review performance; surface any threats and opportunities; and discuss new ideas and solutions.
• Strategic Planning: Support the Senior Account management team in developing long-term strategic plans for their clients designed to ensure account retention and short-term tactical plans to ensure customer satisfaction. Discuss customer issues affecting the cost of service delivery and margin, and identify creative solutions to those issues. Ensure profitability of individual accounts and overall Sharecare profitability.

Specific Skills/ Attributes:

• Demonstrated ability to stay on top of administrative tasks -practices excellent time management skills.
• Exceptional written and verbal communication skills and effective presentation skills.
•  Willingness to learn, recognize, and adapt to changing conditions, including redefining this position as appropriate.
• Ability to manage inter-company relationships and appropriately influence others in a customer-responsive manner.
• Ability to build relationships with clients and to develop unique client-focused solutions based on an understanding of client business challenges and needs.
• Execution skills and values planning and preparation to ensure success.

Qualifications:

• 2-3 years related experience
• Bachelor’s Degree – Business, Health Administration, or clinical specialty is a plus.
• Computer skills including knowledge of MS Word, Excel, PowerPoint, and MS Outlook.
• Working knowledge of Salesforce is preferred.
• Ability to travel as business needs required.
• Demonstrated ability to understand healthcare and employer benefit design.

Everyone lives better, longer. That’s the vision. We’re making strides every day by bringing together the many different elements of health for you, your family, and your community. It’s not easy connecting doctors, health plans, employers, useful tools, quality information, and more to deliver what you need when you need it. But that’s what makes Sharecare special. We’re putting the power of living your healthiest life in your hands.