Customer Account Manager

Join Us at PlanSource: Your Exciting Career Awaits!

At PlanSource, a leading cloud-based provider of benefits administration technology and services, we are on a mission to simplify how people choose, use, and manage benefits through cutting-edge, AI-powered experiences. This is an incredible time to launch your career with us!

The Customer Account Manager is accountable for the customer account and relationship from closing of sales process, through implementation, and ongoing. The Customer Account Manager will maintain consistent communication, regular meetings, and solicit proactive feedback from customers and coordinate efforts internally to respond to needs and to drive increased value to customer relationships. The Customer Account Manager is also responsible for exceeding budgeted retention rate and maximizing revenue per client.

Responsibilities include:

• Act as project manager / coordinator for all client special projects including annual open enrollment.
• Bring subject matter experts from the organization into client relationship as needed to address specific issues / projects.
• Communicate, negotiate, and manage contractual changes with clients.
• Complete job-related training courses and/or seminars, as may be required for the job and/or assigned by Manager.
• Continually seek opportunities to increase revenue by up-selling additional service offerings or converting additional employer groups.
• Develop metrics to report to clients.
• Drive continual efficiency and value to the relationship by implementing additional system functionality / processes.
• Establish and maintain relationship with all key decision makers / contacts at Client Company. Relationships need to be established across all levels of client organization, especially executive level.
• Establish point of escalation contact with day to day contacts at Client Company.
• Maintain documentation regarding client activity and responsible for updating all client documentation.
• Manage and/or participate in the account implementation process serving as technical and process best practices expert and helping build expectations for future relationship.
• Meet at least quarterly with day to day contacts to review service level agreements and proactively solicit feedback on team performance.
• Participate with and coordinate with other departments regarding client specific issues including billing and collections.
• Partner with Ongoing Service Teams to deliver high quality services to Client.
• Reintroduce Account Teams as necessary.
• Solicit sales leads from client.
• Other duties as deemed necessary by Management.

About You:

Necessary Strengths, Skills, and Competencies:

• 5+ years of experience in a high visibility client management position within HR/ Benefits Service industry.
• Ability to be an effective team member.
• Excellent oral and written communication skills.
• Excellent organization and prioritization skills.
• Familiar with Microsoft Office and Microsoft Outlook Demonstrated ability to effectively work with all levels and cross-functionally within the company.
• Must be able to work outside of normal work hours.
• Must have ability to travel as required (approx. 10%).
• Strong customer service and orientation skills.
• Strong problem-solving skills.

What We Offer:

• Great benefits package, including a full suite of health benefits, a generous 401(k) Plan, unlimited PTO, paid parental leave, a strong rewards and recognition program, and a focus on mental health and well-being.
• An inclusive environment with Employee Resource Groups, volunteering days and the ability to donate to organizations of your choice through our recognition platform.
• The opportunity to work for a fast growing, established technology company, but work side-by-side with a small, dynamic team of talented professionals.
• Fast-paced environment with big goals and the opportunity to make a big impact.

Top five reasons to come to PlanSource:

#5: Join the Vista Family. In March 2019, Vista Equity Partners acquired PlanSource, marking a new phase of growth. Vista’s portfolio of technology and software companies collectively make up the 4th largest software ecosystem in the world.

#4: PlanSource is highly rated with our customers. Be proud of our sophisticated cloud-based technology that meets the needs of even the most complex benefit programs.

#3: Success is rewarded. With more than just a pat on the back, your success is recognized and rewarded. We take care of our employees in every way we can, with comprehensive benefits, employee recognitions, and a commitment to wellbeing.

#2: You can grow and develop professionally. PlanSource has a great track record of internal promotions within the company and offering development plans and tracks to pursue your personal and professional goals.

#1: Share our values. Be part of a team that values diversity and representation in all levels of the organization. Be part of a team that gives back to local communities and is actively aware of their social and environmental impact.

PlanSource is committed to fostering, cultivating, and preserving a culture of diversity and inclusion. Our employees are the most valuable asset we have. The collective sum of the individual differences, life experiences, knowledge, inventiveness, innovation, self-expression, unique capabilities and talent that our employees invest in their work represents a significant part of not only our culture, but our reputation and company’s achievement as well.

We celebrate and support our employees’ diversity in age, color, disability, ethnicity, cultural beliefs, family or marital status, gender identity or expression, language, national origin, physical and mental ability, political affiliation, race, religion, sexual orientation, socio-economic status, veteran status and other characteristics that make our employees unique.

If you’re selected, you’ll receive your offer and be asked to complete a background check. This will include a drug screen, criminal record search and verification of previous employment and/or education.

REF 4634 - Reseller

Join Us at PlanSource: Your Exciting Career Awaits!

At PlanSource, a leading cloud-based provider of benefits administration technology and services, we are on a mission to simplify how people choose, use, and manage benefits through cutting-edge, AI-powered experiences. This is an incredible time to launch your career with us!

The Customer Account Manager is accountable for the customer account and relationship from closing of sales process, through implementation, and ongoing. The Customer Account Manager will maintain consistent communication, regular meetings, and solicit proactive feedback from customers and coordinate efforts internally to respond to needs and to drive increased value to customer relationships. The Customer Account Manager is also responsible for exceeding budgeted retention rate and maximizing revenue per client.

Responsibilities include:

• Act as project manager / coordinator for all client special projects including annual open enrollment.
• Bring subject matter experts from the organization into client relationship as needed to address specific issues / projects.
• Communicate, negotiate, and manage contractual changes with clients.
• Complete job-related training courses and/or seminars, as may be required for the job and/or assigned by Manager.
• Continually seek opportunities to increase revenue by up-selling additional service offerings or converting additional employer groups.
• Develop metrics to report to clients.
• Drive continual efficiency and value to the relationship by implementing additional system functionality / processes.
• Establish and maintain relationship with all key decision makers / contacts at Client Company. Relationships need to be established across all levels of client organization, especially executive level.
• Establish point of escalation contact with day to day contacts at Client Company.
• Maintain documentation regarding client activity and responsible for updating all client documentation.
• Manage and/or participate in the account implementation process serving as technical and process best practices expert and helping build expectations for future relationship.
• Meet at least quarterly with day to day contacts to review service level agreements and proactively solicit feedback on team performance.
• Participate with and coordinate with other departments regarding client specific issues including billing and collections.
• Partner with Ongoing Service Teams to deliver high quality services to Client.
• Reintroduce Account Teams as necessary.
• Solicit sales leads from client.
• Other duties as deemed necessary by Management.

About You:

Necessary Strengths, Skills, and Competencies:

• 5+ years of experience in a high visibility client management position within HR/ Benefits Service industry.
• Ability to be an effective team member.
• Excellent oral and written communication skills.
• Excellent organization and prioritization skills.
• Familiar with Microsoft Office and Microsoft Outlook Demonstrated ability to effectively work with all levels and cross-functionally within the company.
• Must be able to work outside of normal work hours.
• Must have ability to travel as required (approx. 10%).
• Strong customer service and orientation skills.
• Strong problem-solving skills.

What We Offer:

• Great benefits package, including a full suite of health benefits, a generous 401(k) Plan, unlimited PTO, paid parental leave, a strong rewards and recognition program, and a focus on mental health and well-being.
• An inclusive environment with Employee Resource Groups, volunteering days and the ability to donate to organizations of your choice through our recognition platform.
• The opportunity to work for a fast growing, established technology company, but work side-by-side with a small, dynamic team of talented professionals.
• Fast-paced environment with big goals and the opportunity to make a big impact.

Top five reasons to come to PlanSource:

#5: Join the Vista Family. In March 2019, Vista Equity Partners acquired PlanSource, marking a new phase of growth. Vista’s portfolio of technology and software companies collectively make up the 4th largest software ecosystem in the world.

#4: PlanSource is highly rated with our customers. Be proud of our sophisticated cloud-based technology that meets the needs of even the most complex benefit programs.

#3: Success is rewarded. With more than just a pat on the back, your success is recognized and rewarded. We take care of our employees in every way we can, with comprehensive benefits, employee recognitions, and a commitment to wellbeing.

#2: You can grow and develop professionally. PlanSource has a great track record of internal promotions within the company and offering development plans and tracks to pursue your personal and professional goals.

#1: Share our values. Be part of a team that values diversity and representation in all levels of the organization. Be part of a team that gives back to local communities and is actively aware of their social and environmental impact.

PlanSource is committed to fostering, cultivating, and preserving a culture of diversity and inclusion. Our employees are the most valuable asset we have. The collective sum of the individual differences, life experiences, knowledge, inventiveness, innovation, self-expression, unique capabilities and talent that our employees invest in their work represents a significant part of not only our culture, but our reputation and company’s achievement as well.

We celebrate and support our employees’ diversity in age, color, disability, ethnicity, cultural beliefs, family or marital status, gender identity or expression, language, national origin, physical and mental ability, political affiliation, race, religion, sexual orientation, socio-economic status, veteran status and other characteristics that make our employees unique.

If you’re selected, you’ll receive your offer and be asked to complete a background check. This will include a drug screen, criminal record search and verification of previous employment and/or education.

REF 4634 - Reseller