Account Management Specialist

1 week ago


San Jose, California, United States Kaiser Permanente Full time
Job Summary

As an Account Management Associate II at Kaiser Permanente, you will play a key role in supporting account strategy, including data collection and team communications with customers, consultants, brokers, and/or channel partners. You will address basic customer questions and concerns, develop knowledge of account activities, and support KP sales and retention goals by making progress on key performance indicators (KPIs) and maintaining the customer relationship management (CRM) platform.

Essential Responsibilities
  • Work with others within the work team to obtain and share basic information, listen and address performance feedback, and provide feedback to team members.
  • Learn new relevant knowledge and skills, acknowledge strengths and weaknesses based on career goals, and take action to leverage/improve them.
  • Adapt to change, challenges, and feedback with moderate guidance, respond to the needs of others to support completion of routine work tasks.
  • Follow detailed, daily instructions to complete routine tasks with moderate supervision, collaborate with others within the team to address routine and some non-routine task issues, and communicate status and escalate more complex issues.
  • Adhere to established priorities, deadlines, and expectations, identify and speak up for improvement opportunities within the team.
Key Accountabilities
  • Support a positive customer experience and market turnaround expectations by building and maintaining administrative relationships with customers, consultants, brokers, and/or channels.
  • Work with cross-team peers to provide and obtain basic information to support contract, benefit/service, and renewal activities.
  • Follow broad guidance to address and resolve routine and some non-routine customer, consultant, broker, and/or channel partner questions and concerns.
  • Complete standard assigned tasks with a moderate degree of supervision to support Request for Renewal (RFR) responses and engagement strategies.
  • Partner with engagement team/specialist to coordinate engagement programs (e.g., open enrollment) with a moderate degree of supervision.
  • Provide accurate information, including basic knowledge of products, benefits/services offerings, and pricing models, when assisting customers, consultants, brokers, and/or channels.

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