Customer Care Representative jobs in United States

Position Summary

Our client is a unique company providing a unique service to the employees and policyholders of our clients. We save lives by providing world-class medical second opinions from top US research hospitals in the event of a diagnosis of a critical or life-threatening illness.

The role of the Account Manager is to foster a long-term, trusting relationship with our clients. The incumbent oversees a portfolio of assigned customers, develops new business from existing clients, nurtures and retains clients by meeting and exceeding commitments. The incumbent generates sales among client accounts, including upselling and cross-selling.

Scope of Job: Accounts in EMEA

Responsibilities and Tasks:

Deliver outstanding client support and champion client needs

• Know each assigned client account well; gather and report insight into how our product is being used and sold in the relevant marketplace
• Have day-to-day ownership of account/transactional issues; act as primary point of contact between assigned client(s) and internal departments, triaging and directing follow up to client issues to completion
• Be the voice of the client; communicate client expectations and service quality standards
• Develop, execute, and oversee client-related projects, process improvements, and strategic initiatives to improve the customer experience and achieve other internal goals
• Document activities and client interactions in systems of record (e.g. Salesforce, Monday.com)

Drive growth from existing clients

• Developing new business with existing clients; identify areas of improvement to meet revenue plans
• Assist sales team/distribution partners in the pursuit of new client opportunities
• Lead new clients through/project manage our implementation process with all internal stakeholders
• Actively participate in regular planning and review processes; develop and achieve account plans

Other

• Follow all company policies and practices; adhere to laws, guidelines and compliance policies, including HIPAA and other U.S. & non-U.S. requirements regarding PHI (Personal Health Information)
• Perform projects or tasks as from time to time assigned

Education and Work Experience

• Bachelors Degree (open to liberal arts as well as science and business degrees)
• Experience as an Account Manager, Jr Account Manager, Sales Account Manager or other relevant role a plus

Technical Know How

• MS Office (particularly Excel and PowerPoint); experience with Customer Relationship (CRM) Tools
• Terrific selling skills
• Proven ability to personally execute the sales process, developing building account relationships and developing new ones, to consistently achieve and exceed sales goals and business results with people different from yourself

Specialized Knowledge and Skills (The Competencies to do the job)

• Strong interpersonal skills
• High service level orientation
• Excellent written and oral communication skills
• High EQ empathetic good reader of people
• Excellent listening, negotiation and presentation skills
• Great organizational skill and follow-up skills
• Ability to multi-task and prioritize the effort

Language: Must be Multi-lingual - Fluent in English and Arabic