Software Account Management Executive

US-CO-Westminster
2 weeks ago
Job ID
2017-1240
# of Openings
1
Category
Client Services

Overview

Who We Are: Reed Group is a dynamic, fast growing organization that works in a niche industry most commonly known as Third Party Administration. We are known for being a leader in managing absences for major companies including Fortune 100 companies. More specifically, instead of employers managing the process when an employee needs to go out on leave for FMLA (the family medical leave act) or for Short Term or Long Term Disability, we handle it for them. As a result we have a large customer operations team of talented individuals who manage our client’s employee cases.

We build the software (we have a large group of developers) to manage the entire work flow which is why you could easily think of us as a technology company. We also have a content business called MDGuidelines that contains treatment recommendations for best managing an employee back to work.

Right now we are over 1,900 employees (and growing daily).

 

The Reed Group Mission: We are about helping people get back to work. Often, this means helping people through difficult times in their lives. We help doctors do their best for their patients and we help employees protect their jobs. Our mission is: We believe there's a better way to help employers increase productivity, improve healthcare quality and help employees back to productive life.

Responsibilities

PURPOSE:   The Software Account Management Executive (AME) is responsible for maintaining and strengthening relationships with existing software customers and/or partners’ customers.   In addition, the AME manages account profitability, loss risk, and growth and serves as the single point of contact for Reed Group customers for in-coming and out-going communication upon completion of the sale.

 

ESSENTIAL FUNCTIONS:

  • Accepts assignment(s) to specific customer accounts.
  • Develops professional, productive relationships with all account constituents (internal functions including sales, development, product, and executives, client personnel).
  • Works closely with Implementation Manager post-sale to insure a smooth transition from implementation to live customer.
  • Facilitates on-going communications to ensure solid client relations; addresses client concerns, answers questions, seeks resolution to issues as liaison between the client and internal resources.
  • Tracks and manages daily tactical issues; ensures customer satisfaction with services provided, resolves operational issues affecting client relations, and manages loss risk.
  • Receives, assembles, interprets and communicates customer and application data. Develops recommendations for product and for client strategies, management actions; communicates effectively.
  • Informs client of changes in legislation that affect disability, workers compensation and FMLA management.
  • Tracks customer renewal timeframes, plans renewal effort according to appropriate timing and identifies and plans up sell opportunities.
  • Escalates issues to senior Reed Group management as needed at a time early enough that senior intervention can help address issues successfully.

 

OTHER DUTIES:

  • Attends and/or contributes strategies to cross department and client meetings.
  • Utilizes experience and judgment to plan and accomplish goals.
  • Other duties as required.

Qualifications

QUALIFICATIONS:

  • Strong communication, relationship development, negotiation, and issue management skills.
  • Experience monitoring and managing profitability (gross margin); ability to understand financial reports.
  • Experience managing pricing with customers to include internal and direct costs.
  • Experience managing customer satisfaction, loss risk, and issues.
  • Experience in Product and Technology, Agile Methodology
  • Ability to develop sales/renewal/up sell plans for individual customers.
  • Professional communications, demeanor, and presence.
  • Industry experience in:
    • HR services / outsourcing
    • Business management
    • Disability / absence
    • Healthcare

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