Occupational Summary:
This position is a front-line client relationship position responsible for ongoing client retention communication with our customers, as well as introducing new customers to our organization and staff. This position will have key accounts assigned that are larger accounts that need added oversight and customer interaction and planning, as well an ongoing incoming accounts that aren’t as busy throughout the year.
The Key Account Representative should be creative in order to introduce new ideas and will have some insurance or healthcare background. This employee should understand marketing concepts and “why” someone would be interested in presenting a program or sponsoring a program and how each fits within the insurance or healthcare industry. This position requires an articulate communicator who is comfortable on the phone and in person, as well as seasoned in heavy email and phone communication with customers.
The Key Account Representative must be highly organized and have an understanding of project management to handle the volume of possible new customers to be contacted and when it is appropriate to call/email or visit each.
Experience in account management in the insurance industry is preferred.
Work Performed:
- Must be extremely focused on excellent customer service and have the ability to share this passion internally with team members to execute excellent programs
- Responsible for all communication surrounding key accounts and existing customers about our comprehensive CE services.- onsite, conferences, online, webinars- and the process for which those services are offered
- Responsible for meeting customer requirements, reporting, and interaction to ensure all customers are comfortable and that we are meeting their expectations
- Responsible for ongoing client retention communication through follow-up with customers
- Responsible for full project management scope of key accounts and other customers that access the Client Relations Department; intake, speaker and sponsor needs, application needs, confirmations, materials as needed.
- Responsible for assisting in difficult situations with customers to retain customer
- Must be project management oriented, able to multi-task, able to strategize and plan who to contact weekly, quarterly, annually
- Must be an articulate communicator who is comfortable on the phone and in person, as well as seasoned in heavy email communication with customers.
- Must understand customer marketing objectives in the healthcare/insurance industry
- Must be an outgoing person that enjoys client relations.
Sample Week:
- Intake of CE programs into CMS and EMS systems
- Communication with customers surrounding customer and state requirements
- Speaker and Sponsor outreach where necessary
- Follow-up with customers to continue to meet CEUI quality objectives and customers’ needs
- Retention of customer courses through excellent service and follow-up communication
EDUCATION/TRAINING
Position requires extensive analytical, organizational, and communications skills generally acquired through completion of a bachelor’s degree program.
Position requires the following skills:
- Project Management
- Organizational skills
- Communication (Listening / Phone skills / Verbal/ Written)
- Problem Solving
- Relationship Management
- Outreach Skills
- Documentation
- Conflict resolution
- Multi-tasking
- Microsoft Office software
EXPERIENCE
Work requires a minimum of five years of customer account experience within the healthcare or insurance industry working directly with B2B large, corporate relationships. [OR AN EQUIVALENT COMBINATION OF RELEVANT EDUCATION AND/OR EXPERIENCE]