Personal Account Manager

Position: Personal Account Manager

Department: Sales

Reports To: EVP, Pharmacy Network

FLSA: Exempt

The Corporate office operating hours are Monday through Friday 8:30 am - 5:00 pm EST.

Job Scope and Major Responsibilities:

• Act as initial point of contact for and respond to member phone calls and emails; address and resolve issues in a timely manner.
• Triage issues for immediate resolution or managerial input using company policies.
• Deliver step-by-step instructions to members on how to use applications and solutions in a clear, courteous, concise, and logical manner.
• Provide product and service information by researching multiple databases for resolution.
• Work with management team to stay updated on product knowledge and be informed of changes in company policies.
• Track and trend customer service issue resolutions.
• Meet and maintain achievement of team production goals.
• Build long-term relationships with Asembia members from onboarding to advising them throughout their membership lifecycle.
• Coordinate with Customer Success and Marketing to ensure customers optimize Asembia member services and appropriately debut new products as they relate to client needs.
• Analyze sales KPIs, trends, growth/lost business, upsell opportunities and provide actionable recommendations for team improvements.
• Maintain and grow sales by identifying new upsell and cross-sell opportunities.
• Identify at-risk clients, resolve conflicts, and advise them until they find success with Asembia offerings.
• Partner with Asembia shared resources to define a strategic plan and execute high performing campaigns for clients.
• Present KPIs to key stakeholders and consistently meet deadlines, remain within budget, and hit sales quotas.
• Establish and build strong working relationships with business leaders at all levels.
• Proactively remain connected to clients and the ever-changing market to access new opportunities and ensure all viable clients are engaged on a regular and effective basis.
• Maintain and grow existing clientele base.
• Maintain customer records using internal systems.
• Prepare, review and present quarterly Business Reviews.
• Adheres at all times to physical, administrative and technical safeguards related to core business when executing job functions.
• Attendance is critical.
• Adhering to company policies and procedures.
• Possess a professional demeanor, focused on respectful communication, a positive and reliable attitude, and responsible behavior. This includes dressing appropriately, being punctual, maintaining composure, and demonstrating accountability for your actions.
• Working outside of core business hours may be required.
• Other duties as assigned.
• Compliance with the provisions of the Health Insurance Portability and Accountability Act of 1996 and its implementing regulations, as amended ("HIPAA").

Minimum Qualifications:

• Bachelor's degree preferred, MBA a plus
• Experience with project management or account management
• Competent in use of Word, Excel, Power Point and Outlook.
• Proven ability to contribute in a fast-paced environment consistently and positively
• Ability to effectively communicate with client leaders of all levels (C-level down to entry-level support roles)
• Ability to work independently and manage personal and team member time, keeping deliverables and deadlines top of mind
• Creative thinking and problem-solving aptitude
• Strong writing, phone, and presentation skills
• Experience in project management or previous Account Manager roles
• Excellent listening and resolution skills
• Highly motivated and able to work in a team environment.
• Reliable and consistent attendance is required.

Asembia is committed to Equal Employment Opportunity (EEO) and to compliance with all Federal, State and local laws that prohibit employment discrimination on the basis of race, color, age, natural origin, ethnicity, religion, gender, pregnancy, marital status, sexual orientation, gender identity and expression, citizenship, genetic disposition, disability or veteran's status or any other classification protected by State/Federal laws.