Account Manager V, Commercial - Strategic/Labor & Trust (Statewide)

In addition to the responsibilities listed above, this position is also responsible for developing and implementing complex competitive sales and retention strategies for KPs largest accounts including multi-year benefits strategies; partnering with customer organizations, key union influencers and/or decision makers, consultants, and other influencers to develop and implement reposition and growth strategies; driving the renewal sales negotiation to achieve the goals of the renewal or sale and align with the customers strategy; guiding internal partners in the execution of customized account strategies to meet customer needs and provide exemplary service in a highly complex customer environment; driving strategy and expansions into other KP regions, ancillary products, and new populations of eligibles, guiding other internal partners as appropriate; guiding a cross-functional team (e.g., Client Service Management, physician ambassadors, underwriting, marketing, territory managers, labor liaisons, actuarial, community affairs, government relations) to ensure optimal resource use as account strategies are executed; maintaining advanced knowledge of market intelligence, key trends, and customer insights that may influence broader organizational decisions; and demonstrating sensitivity while navigating internal or external issues that may impact KP labor management partnership.

• Promotes learning in others by communicating information and providing advice to drive projects forward; builds relationships with cross-functional stakeholders. Listens, responds to, seeks, and addresses performance feedback; provides actionable feedback to others, including upward feedback to leadership and mentors junior team members. Practices self-leadership; creates and executes plans to capitalize on strengths and improve opportunity areas; influences team members within assigned team or unit. Adapts to competing demands and new responsibilities; adapts to and learns from change, challenges, and feedback. Models team collaboration within and across teams.


• Conducts or oversees business-specific projects by applying deep expertise in subject area; promotes adherence to all procedures and policies. Partners internally and externally to make effective business decisions; determines and carries out processes and methodologies; solves complex problems; escalates high-priority issues or risks, as appropriate; monitors progress and results. Develops work plans to meet business priorities and deadlines; coordinates and delegates resources to accomplish organizational goals. Recognizes and capitalizes on improvement opportunities; evaluates recommendations made; influences the completion of project tasks by others.


• Drives a positive customer experience and market turnaround expectations by: building and maintaining strategic relationships with customers, consultants, brokers, and/or channels while acting as the KP representative to drive contract, benefit/service, and renewal activities; demonstrating highly advanced product knowledge when educating customers, consultants, brokers, and/or channel partners, resolving complex questions or concerns; demonstrating a highly advanced understanding of prospect or customer business to ensure that Request for Renewal (RFR) response and engagement strategies are in alignment with customer goals; partnering with engagement team/specialist to drive engagement programs (e.g., member wellness); and providing accurate information including highly advanced recommendations for new products, benefits/services offerings, and pricing models to address customer, consultant, broker, and/or channel needs and guiding others to do the same.


• Demonstrates commitment to KP sales and retention goals by: implementing complex strategies to meet or exceed targets for retention and growth for accounts in the Book of Business; documenting progress on Key Performance Indicators (KPIs), maintaining updated Customer Relationship Management (CRM) platform, and guiding others to do the same; and driving the sustained growth and competitive position of KP in the market.


• Contributes to the execution of sales and renewals by: collaborating across teams to drive the RFR process for complex accounts, following established timelines and best practices; driving complex sales and renewals including administration, negotiations, and presentations and rate product and benefit/service validation; driving task progress across functions to facilitate the negotiation of complex and/or custom contracts and pricing; and developing and implementing strategies for cross-sell and upsell to increase growth and retention.


• Supports internal and external communication by: driving collaboration across functions to develop account strategy; guiding the flow of information across functions to advance the process of meeting deadlines and objectives; providing highly advanced recommendations to customer channels on all aspects of health benefits/services strategy and offering; and representing the marketplace perspective to inform strategic direction and decision-making of senior leadership.

• Minimum three (3) years of experience in a leadership role with or without direct reports.


• Bachelors degree in Marketing, Finance, Business Administration, or related field AND minimum seven (7) years of experience in sales, customer service, telemarketing, account management, health plan administration, insurance, or a directly related field OR minimum ten (10) years of experience in sales, customer service, telemarketing, account management, health plan administration, insurance, or a directly related field.

• Knowledge, Skills, and Abilities (KSAs): Change Management; Negotiation; Customer Data; Benefits/Services; Benefits/Services Presentations; Brand Strategy; Market Research; Persuasion; Sales Operations; Sales Opportunity Orchestration; Sales/Partnership Strategy and Techniques; Customer Experience; Goal Setting; Member Service; Underwriting

PrimaryLocation : California,Santa Fe Springs,Tri-Central Administration
HoursPerWeek : 40
Shift : Day
Workdays : Mon, Tue, Wed, Thu, Fri
WorkingHoursStart : 08:00 AM
WorkingHoursEnd : 05:00 PM
Job Schedule : Full-time
Job Type : Standard
Employee Status : Regular
Employee Group/Union Affiliation : NUE-PO-01|NUE|Non Union Employee
Job Level : Individual Contributor
Job Category : Sales & Account Management
Department : Walnut Creek 501 Lennon Lane - HP Mgr-Strategic Accounts - 7016
Travel : Yes, 25 % of the Time
Kaiser Permanente is an equal opportunity employer committed to a diverse and inclusive workforce. Applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy), age, sexual orientation, national origin, marital status, parental status, ancestry, disability, gender identity, veteran status, genetic information, other distinguishing characteristics of diversity and inclusion, or any other protected status.