Senior Account Manager

Summary

Join Collective Health's Client Success team and become the primary point of contact for a major employer group, ensuring seamless benefits administration. You will manage day-to-day requests, support strategic planning, and collaborate with internal teams to exceed client expectations. This high-impact role demands strong relationship-building, problem-solving, and operational expertise. You will work cross-functionally to address issues, enhance processes, and deliver training. Success requires deep operational knowledge of benefits administration and excellent client communication skills. The position offers opportunities for professional development and a supportive work-life balance.

Requirements

• 8+ years of experience in client operations, benefits administration, or a related field—TPA, healthcare, insurance, or enterprise SaaS environments strongly preferred
• Deep operational knowledge of at least one area of plan administration (eligibility, claims, billing, etc.) with the ability to flex across multiple domains
• Experienced client-facing communicator who can explain complex operational details clearly and in a client-friendly manner
• Strong project management and cross-functional coordination skills
• Highly resourceful with strong data and system fluency with tools such as Excel, Looker, or benefits platforms are second nature to you
• Ability to act with urgency, own outcomes, and thrive in a fast-paced, client-centric environment
• Experience leading or contributing to process improvement efforts and a passion for scalable, repeatable systems

Responsibilities

• Be the go-to partner for assigned client(s) by managing day-to-day requests and ensuring smooth operations across all touchpoints
• Support strategic planning by understanding their benefit strategy, organization goals, and operational needs, ensuring execution of mid-tier tactical initiatives
• Partner with cross-functional teams to execute account initiatives, ensuring internal stakeholders understand client priorities and tailor solutions accordingly
• Enable product and program adoption by coordinating rollout, communications, and adoption plans
• Coordinate broker feedback, meeting logistics, and ensure alignment
• Deliver on the fundamentals that build trust: be accessible, responsive, and accountable. Follow through on every detail and deliver timely, accurate resolutions
• In coordination with the Client Operations Manager, work cross-functionally with teams such as claims administration, billing, Member Experience, compliance, and reporting to address issues, enhance processes, and deliver training or education as needed
• Support renewal forecasting and manages contractual amendments/logistics
• Support strategic account planning by partnering with the Strategic Account Executive to align on long-term goals, drive retention, and anticipate future needs. This includes providing support for activities such as Quarterly Business Reviews and Year in Review which takes place annually
• Provide tactical Salesforce support by updating health indicators and actionable follow-ups
• Leverage data and insights from employer reports to prepare content and support facilitation of business reviews such as Year in Review and Quarterly Business Reviews

Benefits

• Health insurance
• 401k
• Paid time off
• Stock options