The Account Manager manages a book of business with a key focus on retention and client loyalty, while acting with a high degree of independent discretion, autonomy, and decision-making.  Provides professional, courteous service to our clients, brokers and members, resulting in a rate of account retention that meets or exceeds expectations.


  • Respond to a variety of broker and client-level inquiries, from operational to informational; including day-to-day contact on the Broker and Client Services support lines
  • Develops and maintains good working relationships with clients, brokers and members
  • Collaborates with Sales Team to develop renewal plan and, as appropriate, delivers renewal offers to clients and brokers; follows-up to assure renewals are secured
  • Delivers superior customer services by maintaining contact with clients and making proactive calls on a regular basis
  • Distributes usage reports to key clients monthly or quarterly
  • Facilitates large client onboarding and implementation in conjunction with Account Coordinator
  • Maintains detailed knowledge of new and existing products by closely working with colleagues
  • Ensures credibility with clients by maintaining detailed knowledge of current market conditions and competitors’ products
  • Acts as liaison between brokers, clients and members to resolve escalated complex service issues that require policy interpretation and experience based judgment to resolve; troubleshoots claims and billing issues
  • Responsible for overall retention of accounts in assigned book of business
  • Manages, organizes, and conducts client meetings when necessary
  • Appropriately documents conversations with clients and brokers and updates all computer systems when necessary; ensures accuracy of data in those systems


  • BA/BS degree
  • 2+ years managing complex client accounts and relationships
  • General understanding of health insurance
  • Ability to work autonomously and manage time effectively in order to meet client deadlines
  • Ability to manage client expectations and understand the impact both administratively and financially
  • Effective business correspondence skills, including prompt and accurate follow-up to all time-sensitive items
  • Ability to effectively present information and respond to questions from managers, clients, brokers and members
  • Excellent written and verbal communication skills
  • Commitment to a team-oriented office environment
  • Internet savvy and proficient with Microsoft Word, Outlook, Excel
  • Experience with preferred

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