Note: The job is a remote job and is open to candidates in USA. PlanSource is a cloud-based provider of benefits administration technology and services focused on simplifying how people choose, use, and manage benefits through AI-powered experiences. The Customer Account Manager manages customer relationships from sales close through implementation and ongoing service, driving retention, revenue growth, client satisfaction, project delivery, and continuous improvement.
Responsibilities
- Establish and maintain relationships with all key decision makers and contacts at client organizations, including executive-level stakeholders
- Maintain consistent communication with clients, including regular meetings to review service levels and proactively solicit feedback
- Establish a clear point of escalation for day-to-day client contacts and manage issue resolution effectively
- Exceed budgeted retention targets and maximize revenue per client
- Continually seek opportunities to increase revenue through upselling additional service offerings or converting additional employer groups
- Communicate, negotiate, and manage contractual changes with clients
- Solicit sales leads and referrals from clients
- Act as project manager/coordinator for all client special projects, including annual open enrollment
- Manage and/or participate in the account implementation process, serving as a technical and process best practices resource and helping set expectations for the ongoing relationship
- Bring in internal subject matter experts as needed to support specific client issues or projects
- Reintroduce account teams as necessary to support continuity and alignment
- Partner with Ongoing Service Teams to deliver high-quality services to clients
- Participate and coordinate with internal departments, including billing and collections, on client-specific issues
- Drive continual efficiency and added value within client relationships by implementing system functionality and process improvements
- Develop and deliver client-facing metrics and reporting
- Maintain and update all client documentation, including tracking client activity and account details
- Ensure accurate documentation of client interactions, projects, and service delivery
- Complete job-related training and development as required
- Work on special projects or additional duties as assigned by management
- Use AI‑enabled tools to help analyze patterns in support tickets, summarize findings, and accelerate root‑cause analysis, with appropriate validation
- Apply AI assistance to support documentation, knowledge base updates, and issue research
- Identify opportunities to improve support workflows through automation and tooling
- Contribute to continuous improvement of support processes, documentation, and operational practices
Skills
- • 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
- • 5+ years of experience in a high visibility client management position within HR/ Benefits Service industry
- • Career path that demonstrates consistency, increasing level of responsibility in scope and scale
- • Health and Welfare domain knowledge that demonstrates expertise in enrollment technology configuration, employee benefits processes, benefit program requirements, carrier and payroll exchanges, and a firm understanding of benefit services (e.g. Open Enrollment, COBRA, ACA, Call Center, Billing)
- • General understanding of EDI data and file delivery management, including but not limited to requirements gathering, vendor file delivery, 834 and 5010 layouts, troubleshooting, and payroll file processes
Benefits
- Comprehensive health coverage with multiple medical plan options, all covering 100% of in-network preventive care.
- Employer-funded Health Savings Account (HSA) of up to $1,000 annually for family coverage.
- Dental and vision plans with 100% coverage for routine dental care, a $250 vision frame allowance, and employee-only vision premiums at $0.
- 401(k) with immediate vesting and a 50% company match up to 6% of contributions.
- Generous paid parental leave, adoption assistance, and fertility benefits.
- Flexible PTO, paid holidays, a strong culture of work-life balance, and Flex Fridays in the summer.
- Mental health and wellbeing support, including an Employee Assistance Program (EAP), movement, and wellness resources.
- Rewards and recognition programs, including peer recognition, awards, and quarterly recognition initiatives.
- Remote work for approved cities PlanSource can accommodate.
Company Overview