Senior Account Manager
Why On Call International?
Have you ever heard the saying it's not what you do, it's why you do it? Simon Sinek is famous for this concept, and it brings a whole new light into the work that people do. His philosophy is that you should not just take a job to have a job, but to find a position that matters to you and will make a difference in the world. So let us tell you why this position matters, and how it will make an impact on the world.
On Call International is a leading provider of travel risk management and travel assistance services. For more than two decades, On Call International has helped millions of people with their travel problems, big and small. From serious medical and security emergencies, to lost passports and missing luggage, On Call is dedicated to our mission of helping travelers every day—and now YOU have a unique opportunity to help us carry out this mission and to find your why!
Senior Account Manager
Hybrid schedule: 3 days in the office, 2 remote days
We are presenting the opportunity for a Senior Account Manager role in our Salem, NH office reporting to the Director of Account Management.
The primary objective of the Senior Account Manager is to be a dependable primary resource for their assigned On Call International clients by providing promised deliverables on-time, maintaining their account administratively, fostering a complete understanding of their available services, identify opportunities to expand the relationship through new products or services, and addressing the client needs using a collaborative approach, all to ensure a long-standing and profitable relationship. A Senior Account manager should have advanced knowledge to navigate the most complex client relationships. Assigned clients may include high-touch, high-dollar, or operationally challenging.
The why comes back to light when describing the what this role entails. Recognizing the what, helps those in this role identify the why. Doing work that matters is very important here, and we are looking for people that are striving for that.
As you consider this role, we want to be open and clear about what your performance objectives will be and what is expected of someone taking on this position. We have created a timeframe with the hope that those applying understand there is a lot of the opportunity for progression.
30 Days - Gain understanding of the Account Management Process:
During the first 30 days develop a knowledge base of the to complete day to day administrative tasks which ensure all approval and compliance guidelines are followed. Become comfortable with basic principles and technology required to successfully manage cases and process domestic and international inbound requests for medical or travel assistance. Review the designated account list and schedule reminders for all reporting, renewals, program review appointments and outreach to begin readiness to take on accounts. Begin to shadow client calls and meetings.
1st Quarter – Get to know assigned clients:
In this time, be introduced to the designated client accounts and become the primary day to day contact with administrative tasks for their client’s implementation, renewals, reporting, and other account needs with the continuing support of the Account Management Director. This allows the candidate to independently learn about each individual client and any special needs or nuance that will be needed to become a competent resource for them. This knowledge will be gained by reviewing client contracts and policies, utilization history, compliment, or complaint history, and proactively engaging with the past account owner. This role will arrange and lead meetings for their clients, while depending on prior account owners or subject matter experts to deliver content or training.
6 Months – Independently manage client relationships:
By this time, be self-sufficient in responding to general account inquiries about services and benefits from clients, colleagues, and senior management and to independently deliver client education during implementation and refresher trainings. The candidate will be responsible for all standard implementation tasks for onboarding of new clients which involves discovery, collaboration with the sales team, administrative set-up, material and content development, and client education which may involve virtual or onsite meetings
Position Knowledge & Requirements:
Education Bachelor’s degree in related field or the equivalent education and/or experience
Experience Minimum of 4 years of relevant and progressive experience in area of specialization
Requirement Up to 20% travel required
Qualities & Skills:
- Display characteristics of a mentor to the account management team and act as a role model in their handling clients and colleagues.
- Show confidence when facing difficult situations with diplomacy and show restraint in concluding cause and effect of a situation not personally responsible for.
- Possess and have ability to apply advanced knowledge of principles, practices, and procedures.
- Excellent written and verbal communications skills with an emphasis on confidentiality, tact, and diplomacy.
- Knowledgeable of industry changes, legal updates, and technical developments related to applicable area of the Company’s business to proactively respond to changing business environment.
- Advanced proficiency and experience using Microsoft Office package
If your experience matches these requirements, please apply WITH A COVER LETTER INCLUDING SALARY RANGE REQUIREMENTS.
Tokio Marine HCC Group of companies offers a competitive salary and employee benefit package. We are a successful, dynamic organization experiencing rapid growth and are seeking energetic and confident individuals to join our team of professionals. The Tokio Marine HCC Group of Companies is an equal-opportunity employer.
Please visit www.tmhcc.com for more information about our companies.