The Senior Account Manager is responsible for forming, building and maintaining connections with customers to help drive results. In this strategic role, the candidate will provide customers advice, build rapport, and provide timely responses to their inquiries. Within Wipro, Account Managers are strong Program and Project Managers who are adept at multitasking and driving results. They will make customers feel valued. Their duties include meeting with customers to discuss products and services, resolving customer product delivery issues to help preserve relationships and communicating with other departments about maximizing the customer experience. Senior Account Managers also analyze Wipro HPS’ communications strategy and contracts to help identify trends that can improve organizational procedures. They will work closely with the operations, compliance, security, government affairs, marketing, customer service and technology teams to develop new ways to achieve and maintain customer satisfaction that will create reference able customer relationships as well as expanded relationship opportunities.

ESSENTIAL JOB FUNCTIONS/DUTIES

Relationship Management

Build and improve relationships with customers, key suppliers and partners.
Review company practices to ensure customers get maximum satisfaction from the products and services they have purchased from Wipro HPS.
Identifying future revenue opportunities.
Attend to customer complaints and resolve issues promptly.
Review customer satisfaction surveys and recommend ways of improving customer satisfaction.
Work with internal departments to ensure the company meets the customer’s expectations.
Leverages company tools and resources to help streamline customer relationship management.
Keeps confidences of the company and individuals.
Other administrative and / or technical duties as deemed necessary.

Delivery Management

Ensure seamless delivery of the projects.
Conduct regular customer connects (meetings/ visits/ video-conference) and participate in Management Review Meetings (MRM) to understand customer’s current and future needs and seek feedback to improve delivery methodology/ timelines/ resource allocation, etc.
Ensure adherence of project delivery structure by evaluating the budget, costs, risks and staffing requirements.
Ensure 100% compliance to Project SLA’s, information security protocols and etc (all customer’s contractual obligations).
Monitor and take appropriate actions on internal and external audit findings to ensure no major non-compliance/ deviation from the SLA.
Liaise between customer and internal technical delivery team to drive project health by adhering to organizational norms of project metrics.
Drive various project related audits like quality, customer, security, etc. and ensure zero non-compliance.
Identify and close early warnings (risks) on projects to avoid any customer escalations.
Plan and conduct Quarterly Business Reviews (QBRs) to drive improvement actions and mine for new portfolio/opportunities within the account.
Design and monitor project performance dashboards/ reports for clients.

QUALIFICATION REQUIREMENTS

Years of Experience

10+ years’ experience in health insurance with exposure to a broad range of functional areas.
Knowledge and experience with the Affordable Care Act (ACA) and/or other government programs (i.e. Medicare) preferred.
3+ years’ experience in project management, customer service, sales or a related position.

SKILLS

Excellent verbal and written communication skills.
Excellent conflict resolution and interpersonal skills and ability to build lasting relationships with customers.
Highly detail-oriented.
Excellent organization and prioritization skills and strong work ethic.
Excellent analytic and problem-solving abilities.
Ability to lead and work within a team.
Ability to effectively handle competing priorities.
Excellent facilitation skills.
Excellent follow-up & documentation skills.
Core Competencies.
Ability to understand & follow statutory, regulatory and contractual requirements, verbal instructions, and written policies and procedures.
Strong interest in, and knowledge of, federal health policy, particularly regarding national healthcare reform and Exchanges.
Experience interpreting and implementing federal regulations, and experience translating regulations into business requirements, strongly preferred.
Advanced skills in Microsoft Word, Excel, Outlook, and PowerPoint.
SharePoint and Microsoft Visio experience is helpful.

EDUCATION REQUIREMENTS

Bachelor’s or Advanced Degree in Business or a relatable field.

LICENSING/CERTIFICATION REQUIREMENTS

N/A

PHYSICAL REQUIREMENTS

Comfortable, constant temperatures and absence of objectionable elements.
Normal degree of physical effort in typical office environment.
May be subject to frequent interruptions.
Must be able to shift priorities quickly and handle a diverse set of topics.
May be subject to frequent business-required travel.