Account Manager (Healthcare)

The Account Manager is responsible for developing strong client relationships, managing client accounts, and delivering exceptional service to clients. They will respond to client queries, ensure implementations are deployed according to the plan, and proactively offer solutions to address client needs and exceed expectations.

Requirements

• Develop a solid and trusting relationship between clients and Foundever
• Manage a portfolio of client accounts, ensuring timely, effective service delivery aligned with client goals
• Serve as the primary point of contact for client needs, issues, and escalations
• Develop and implement tailored client service plans to meet specific business objectives
• Drive proposal management with clear WIN strategy processes
• Collaborate on negotiations and contracts management with the client
• Conduct regular client meetings to review performance, address concerns, and identify opportunities for improvement
• Monitor and ensure adherence to SLAs and performance metrics
• Collaborate cross-functionally to address client needs and deliver customized solutions
• Track and report key service metrics and performance indicators to share with internal stakeholders and clients
• Oversee change management initiatives and financial performance of accounts
• Act as the client's representative to ensure their demands are met with a focus on improving customer experience
• Foster strong, trust-based client relationships to encourage retention and growth
• Develop a deep understanding of client business goals, organization, company culture, and challenges
• Proactively identify and address client pain points, offering win solutions that exceed client needs
• Maintain open, regular communication with clients to provide updates and gather feedback
• Identify opportunities to grow programs and revenue through strategic account planning and whitespace analysis
• Coordinate with operations, consulting, and CX product teams to ensure seamless, end-to-end service delivery
• Support the development and ongoing training of team members
• Foster a client-centric, high-performance culture and drive accountability for results
• Proactively identify opportunities for process improvement and implement best practices
• Stay informed on industry trends, competitive landscape, and emerging technologies to enhance service offerings
• Collaborate with cross-functional teams to drive innovation and optimize the customer experience

Benefits

• Professional development opportunities
• Opportunity to work with a global leader in the customer experience industry
• Competitive compensation and benefits package