Account Manager - 18 Month Contract - Express Scripts Canada
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Key skills for this role
About the Role
Express Scripts Canada seeks an Account Manager to manage day-to-day client relationships, ensure service delivery, and drive client satisfaction and retention. The role requires 5+ years of B2B service relationship experience and strong project management skills.
Key Skills for This Role
Responsibilities
- Manage day to day client relationships through comprehensive knowledge of client’s benefit plan and Express Scripts Canada’s product offerings.
- Daily interact with clients, consultants and producers providing preventative consultation, analysis and issue resolution.
- Responsible for timely and accurate management and execution of all client benefit requests, including benefit changes, product up sells, new groups, terminations and escalated issues.
- Proactively monitor and identify service trends to allow for immediate resolution of any service issues.
- Accountable for new group and specific product implementations; including establishing and leading internal meetings to ensure cross functional collaboration.
- Lead client centric team meetings to review operational performance against client’s expectations and needs.
- Present operational performance metrics to clients on a monthly and/or quarterly basis.
- Work in collaboration with the rest of the Account Management team and the Client Service team on client strategic objectives and escalated service issues.
Requirements
- Post secondary education or equivalent work experience
- 5+ years experience in a business to business service relationship
- Experience in Health Care Insurance and/or Benefits Industry is a strong asset
- Excellent interpersonal skills to influence and facilitate change management
- Proven planning, time and resource management skills
- Strong project management skills and proven ability to excel at strategic thinking and planning
- Superior interpersonal communications, collaboration, relationship building and influencing skills
- Excellent verbal and written communication and presentation skills
- Bilingual (fluent in French and English) is a strong asset
Full Job Posting
Job Summary
- The Account Manager in Sales and Account Management and Client Services is responsible for daily account activity and for the core service delivery to assigned clients.
- Managing the day to day client relationship, the Account Manager is responsible for the overall satisfaction and retention of assigned book of business.
- The primary focus is executing client specific operational deliverables, monitoring service trends, providing proactive service related consultation, and owning issue resolution.
Key Responsibilities
- Manages day to day client relationships through comprehensive knowledge of client’s benefit plan and Express Scripts Canada’s product offerings.
- Daily interacts with clients, consultants and producers providing preventative consultation, analysis and issue resolution associated with Express Scripts core services.
- Responsible for timely and accurate management and execution of all client benefit requests, including benefit changes, product up sells, new groups, terminations and escalated issues.
- Proactively monitors and identifies service trends to allow for immediate resolution of any service issues; collaborates and takes immediate action to resolve operational/service related issues; escalates issues when appropriate and drives recovery efforts.
- Accountable for new group and specific product implementations; including establishing and leading internal meetings to ensure cross functional collaboration in order to meet expected timelines and quality standards.
- Leads client centric team meetings to review operational performance against client’s expectations and needs.
- Presentation of operational performance metrics to clients on a monthly and/or quarterly basis to show specific performance measures in comparison with company’s book of business to promote client satisfaction, client retention and up sell opportunities.
- Work in collaboration with the rest of the Account Management team and the Client Service team on client strategic objectives and escalated service issues.
- Special projects as assigned
What We’re Looking For
- Post secondary education or equivalent in related work experience
- 5+ years experience in a business to business service relationship
- Experience in Health Care Insurance and or Benefits Industry is considered a strong asset
- Excellent interpersonal skills to influence and facilitate change management
- Proven planning, time and resource management skills
- Strong Project management skills and proven ability to excel at strategic thinking and planning
- Superior interpersonal communications, collaboration, relationship building and influencing skills
- Excellent verbal and written communication and presentation skills; Bilingual (fluent in French and English) would represent a strong asset
Why Join Us?
- Competitive compensation, benefits and pension plan
- Career development and advancement opportunities
- A culture that celebrates innovation and collaboration
- Flexible work options and wellness programs
Pre Employment Requirements
- All offers of employment are conditional upon the successful completion of reference checks and background verification in accordance with company policy.
- For certain positions, obtaining and maintaining a federal government security clearance is a condition of employment.
- Candidates applying for such roles must meet all eligibility criteria for the applicable clearance level and consent to the security screening process as mandated by federal regulations.
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