Buck Consultants, LLC. Buck-Director, Client Account Management in Los Angeles, California

Title: Buck-Director, Client Account Management

Location: United States-California-San Francisco

Other Locations: United States-California-Los Angeles, United States-Washington-Seattle, United States-Oregon-Portland

Job Number: 16030796

Within Xerox, Buck Consultants brings the full spectrum of human resource, benefits, and healthcare consulting to our advisory, technology, and administration solutions. Here you’ll discover an innovative, high-energy environment that inspires top achievement. As a prestigious highly successful leader in providing employee benefit, actuarial, outsourcing and HR management consulting services, we have the strong resources, solid reputation and global reach to enrich your work life and enhance your career.

Director, Client Account Management

The Client Account Manager will have overall responsibility for ongoing account management of health plan and employer clients of BenefitWallet, to include our HSA, HRA and FSA services, as well as overall consumerism and engagement topics. You will establish and maintain strong client relationships from both strategic and operational perspectives, seeking opportunities to increase customer satisfaction, retention and revenue.

Management and Training of Staff

- Team leadership of key clients to engage and develop client team on overall and client specific strategic initiatives.

- Mentor Sr. Consultant and Consultant Client Service Managers and team

- Manage Sr. Consultant and Consultant Client Service Managers and team work as it relates to specific health plans and employers

- Develop and Deliver Call Center Training and Certification relative to client specifics

Strategic Planning (for product and clients)

- Review strategic plans of client and jointly develop plan to help client achieve their goals (e.g., higher enrollment, higher percentage open accounts, etc.)

- Report to management on important trends or issues identified.(e.g., customer service, volume increases or decreases, etc.)

- Analyze, identify common customer issues for product/process review/enhancement

New Business Development

- Participate in finalist presentations

- Provide input into RFPs; including drafting of responses and peer review

- Meet with brokers, health plans and employers regarding new clients and overall product features and keep sales group informed of all broker contact

- Special Projects – identify, document, manage, implement and bill as appropriate

Client Implementation

Oversee implementation of new clients and new clients’ features (e.g. single sign-on) for existing clients

Contracting

- Maintain contract terms, provisions, renewal timeframes and proactively manage renewal/extension

- Coordinate and communicate accordingly with relationship management and legal teams

- Oversee Sr. Consultant and Consultant CSMs on client notifications including but not limited to changes in rates and fees, disclosures, product enhancements and general client communications

Billing

Overall responsibility for monthly and ad-hoc billing including review and resolution of issues to ensure payment is received.

Reporting

Oversee all client reporting including delivery of monthly reports, SLA tracking, quarterly reporting and/or presentations

Customer Service/Issue Resolution

- Oversee handling of client escalations and issues through resolution

- Oversee weekly or bi-weekly meetings with client and participate as needed

- Oversee development and delivery of call center on general as well as client specific topics

Same Account Revenue Growth

• Ensure client satisfaction

• Ensure client renewals

• Conduct quarterly business reviews

• Identify opportunities for business expansion and work with business development as required

• Drive adoption rates of sold products

• Drive behavioral change including increasing account balances, investments and use of debit cards through frequent use of Customer Communications and Training

Customer Communication/Training

- Assist Communications Director in development of custom communications; review and approve

- Deliver presentations to clients as requested via web-ex or in person

- Provide and approve input into client presentations

Technology/Web Support

- Manage interactions with client technical contacts

- Oversee development and roll-out of custom capabilities (e.g. SSO,. Painted screens, etc.)

- Participate in testing, verification and sign-off of projects, initiatives and ongoing enhancements.

Qualifications

Education

• Bachelor’s Degree - Masters preferred

Experience

• 8 years in direct or related area such benefits consulting, banking, and/or large group health insurance.

Skills

• Proven client relationship management track record

• Knowledge of the healthcare industry and current healthcare trends

• Strong technical/business writing skills

• Strong oral communications skills including ability to make presentations and prospect with clients

• Strong analytical skills

• Computer skills including word, excel and power point

• Excellent organizational skills

• Project Management skills

• Ability to work independently as well as on a team with limited supervision

• Up to 50% travel may be required

Xerox is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, sex, marital status, sexual orientation, physical or mental disability, use of a guide dog or service animal, military/veteran status, citizenship status, basis of genetic information, or any other group protected by Federal or State law or local ordinance. People with disabilities who need a reasonable accommodation to apply or compete for employment with Xerox Business Services, LLC may request such accommodation(s) by sending an e-mail to accommodations@xerox.com. Be sure to include your name, the accommodation you are seeking, and the job you are interested in.

Job: Professional Services

Virtual/work from home? No