Account Manager (Consultative Account Manager) - ELS

This role will have direct client interaction and will be responsible for the administration and execution of the incentive programs for assigned accounts. As a Client Consultant, you will be responsible for maintaining client relationships, ensuring client satisfaction, and meeting our rigorous standards for client health and retention. The role requires a proactive individual who is detail-oriented, an effective communicator, and committed to excellence. This position reports into a Manager of Client Services.

Client Management:

• Perform as main Point of Contact for assigned client portfolio
• Provide accurate and timely responses to client requests.
• Arrange and deliver ad-hoc reporting as needed by client
• Attend client calls, client business review presentation, and all client related internal meetings.
• Responsible for documenting and recapping meetings as well as developing action plans.
• Work with client to develop key metrics for success
• Schedule, develop and lead business reviews with clients as needed/required
• Know the company history, products, and services.

Client Health Management:

• Ensure all criteria for achieving 99% client health are met or exceeded.
• Demonstrate exceptional performance and high client satisfaction.

Client Retention:

• Achieve a client retention rate of 98% or higher through effective implementation of necessary actions and strategies.
• Indicate high client satisfaction and loyalty.

Client Satisfaction:

• Achieve a VOC (NPS) score of 35 or higher with a minimum client response rate of 21%.
• Indicate exceptional client satisfaction and engagement.

Standards of Excellence:

• Consistently adhere to standards of excellence documentation and RACI guidelines in all activities.

Data Integrity:

• Maintain complete and accurate client information across all platforms, including updated matrices, partner profiles, contacts, etc.

Issue Tracking and Resolution:

• Consistently and regularly create cases for TAMs and CAM Support.
• Ensure efficient issue tracking, utilization of available resources, and timely resolution.

Client Escalations:

• Address all P2 client escalations within 24 hours and include managerial involvement.

Team Engagement:

• Always engage in team/department calls and consistently appear on camera.
• Contribute actively to discussions.

Advocacy and Accountability:

• Hold cross-functional teams accountable.
• Effectively advocate for clients' needs and requirements.

Continuous Learning:

• Consistently engage and participate in Playvox, LinkedIn Learning, and Elevate sessions.

Meeting Preparedness:

• Always be on time, prepared, and ready to contribute to discussions.

Personal Attributes:

• Consistently demonstrate a positive attitude, personal accountability, perseverance, and good habits.
• Embody the BHN values of being one team, innovative, accountable, and authentic.

• Proficient in MS Outlook, Word, Excel, and PowerPoint
• Excellent written and verbal communication skills; organizational skills
• Demonstrate initiative and ability to make decisions
• Problem solving, analytical and critical thinking skills
• Proven presentation skills
• Ability to influence cross-functionally
• Ability to work in a fast-paced, team-oriented work environment
• Background and working knowledge in the following BHN Systems and processes a plus: Hawk Marketplace, Redeem, Synergy, Qlik, Quickbase (Program HQ), CSM Workspace, Quickcare.
• Bachelor’s Degree preferred or equivalent experience.
• 1+ Years Account Management / Client Services Experience