WebMD is the most recognized and trusted brand of health information, serving various stakeholders through its online portals and services. The Account Manager role focuses on enhancing client relationships and retention by ensuring a seamless customer experience and proactively managing client accounts.
Responsibilities
- Manage client relationships and deliver outstanding customer experience
- Support prospective and current clients with provisioning, updating, and maintaining their accounts and services
- Provide day-to-day customer service such as answering inbound calls
- Help clients understand and maximize the value of their services
- Proactively identifying areas for improvements and optimization
- Manage retention efforts for assigned clients with regularly scheduled check-ins
- Surfacing issues in a timely manner to minimize account attrition
- Actively recognize and initiate up-sell opportunities
- Track and monitor customer payments, following up in delinquency situations
- Achieve KPI targets such as client retention rate, up-sell revenue, CRM task completion %, and task age
Skills
- Excellent written and oral communication skills
- Ability to prioritize and multi-task based on established deadlines, client needs, and business interests
- Detail-oriented and able to execute responsibilities at a high level with minimal supervision
- Comfortable with selling add-on/upgrade services to existing accounts (physician offices, businesses)
- Ability to problem solve on behalf of accounts
- Ability to gain technical competence in utilizing back-end account management portals and systems
- Microsoft Suite competence (Word and Excel mandatory)
- Bachelor's degree preferred
Company Overview
WebMD is a healthcare center that offers mental health, pain management, and breast cancer services. It was founded in 1996, and is headquartered in New City, New York, USA, with a workforce of 1001-5000 employees. Its website is https://www.webmd.com.