Senior Account Manager

Role Overview

• Own complex client service delivery: Manage day-to-day service for high-priority and complex existing accounts, ensuring superior service delivery and proactive issue resolution.
• Monitor and strategize proactively: Track performance metrics, identify potential service issues or trends early, and develop engagement strategies in collaboration with Strategic Account Executives.
• Lead client relationships: Maintain comprehensive knowledge of client expectations and goals to effectively present information, respond to questions, and follow up on inquiries with authority.
• Drive client meetings: Lead client meetings and present performance data, reports, and strategic recommendations that demonstrate value and identify opportunities.
• Partner on implementation: Collaborate with Implementation team to ensure successful onboarding for new clients transitioning into your portfolio.
• Serve as client advocate: Act as customer advocate within Personify Health, partnering with internal departments to develop, implement, and drive strategies that meet requirements and enhance offerings.
• Collaborate strategically: Work closely with Strategic Account Executive on strategic planning, growth opportunities, and year-round client program plans.
• Mentor team members: Guide and support junior Account Managers, serving as knowledge resource and helping build their capabilities.
• Manage escalations: Handle complex escalations and serve as liaison between clients, internal departments, and leadership for issue resolution.
• Maintain client management systems: Keep internal tools current (Gainsight, Salesforce, Confluence, Jira) and serve as subject matter expert responsible for training clients on tool utilization.
• Coordinate cross-functionally: Partner with project management, configuration teams, business analysts, and other personnel to ensure timely and successful delivery of all program components.
• Drive continuous improvement: Contribute to ongoing enhancement of account management processes while documenting and acting on client feedback.

Requirements

• Bachelor's degree or equivalent in related discipline
• 6+ years experience in TPA, health plan administration, or benefits account management
• Strong understanding of ERISA, COBRA, ACA, and plan funding mechanisms
• Experience supporting self-funded clients and managing complex plan designs
• Proven leadership or mentoring experience strongly preferred
• Proficiency with Microsoft Office Suite
• Experience with client management platforms (Gainsight, Salesforce, Confluence, Jira)

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