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Sales and Retention Strategist
1 month ago
As a Sales and Retention Strategist at Kaiser Permanente, you will implement standard sales and retention strategies for health insurance or workers compensation accounts under the guidance of a supervisor. You will utilize opportunities, resources, technology tools, and customer performance data to meet competitive revenue and growth targets with coaching from a supervisor. You will build and maintain relationships with customers, consultants, brokers, and/or channel partners, including providing information and foundational product knowledge, and resolving or escalating concerns. You will build foundational knowledge of customer businesses and develop account strategies in alignment with customer goals. You will collaborate internally and externally to develop account strategy, including supporting communication, and recommending solutions to customers. You will follow best practices and established timelines to execute sales and renewals, including administration, negotiations, presentations, rate, product, and benefits with guidance from a supervisor. You will be accountable for Key Performance Indicators (KPIs) to support the sustained growth and competitive position of KP in the market.
Key Responsibilities:
• Pursue effective relationships with others by sharing resources, information, and knowledge with coworkers and members.
• Listen to, address, and seek performance feedback.
• Pursue self-development; acknowledge strengths and weaknesses based on career goals and take appropriate development action to leverage/improve them.
• Adapt to and learn from change, challenges, and feedback; demonstrate flexibility in approaches to work.
• Assess and respond to the needs of others to support a business outcome.
Additional Responsibilities:
• Complete work assignments by applying up-to-date knowledge in the subject area to meet deadlines; follow procedures and policies, and apply data and resources to support projects or initiatives with limited guidance and/or sponsorship.
• Collaborate with others to solve business problems; escalate issues or risks as appropriate; communicate progress and information.
• Support the completion of priorities, deadlines, and expectations.
• Identify and speak up for ways to address improvement opportunities.
Customer-Centric Approach:
• Provide a positive customer experience within market turnaround expectations by building and maintaining strategic relationships with customers, consultants, brokers, and/or channels while acting as the KP representative to monitor contract, benefit/service, and renewal activities.
• Demonstrate foundational product knowledge when educating customers, consultants, brokers, and/or channel partners, resolving any questions or concerns.
• Build a working understanding of prospect or customer business to ensure that Request for Renewal (RFR) response and engagement strategies are in alignment with customer goals.
• Partner with engagement team/specialist to coordinate engagement programs (e.g., member wellness) with coaching from a supervisor.
• Provide accurate information, including recommendations for new products, benefits/services offerings, and pricing models to address customer, consultant, broker, and/or channel needs with coaching from a supervisor.
Retention and Growth Targets:
• Implement standard strategies to meet or exceed targets for retention and growth for accounts in the Book of Business.
• Document progress on Key Performance Indicators (KPIs) and maintain updated Customer Relationship Management (CRM) platform with coaching from a supervisor.
• Support the sustained growth and competitive position of KP in the market.
Execution of Sales and Renewals:
• Support the RFR process end-to-end, following established timelines and best practices.
• Support standard sales and renewals, including administration, negotiations, and presentations, and rate product and benefit/service validation.
• Follow up on contracts, pricing, and membership accounting to implement the negotiated terms for sales and renewals.
• Identify cross-sell and upsell opportunities to increase growth and retention.
Requirements:
• Bachelor's degree in Marketing, Finance, Business Administration, or a directly related field.
• Minimum three (3) years of experience in sales, customer service, telemarketing, account management, health plan administration, insurance, or a directly related field.
• Accident and Health Insurance License (California) within 3 months of hire.