Why is Health Advocate a great place to work? For starters, Health Advocate employees enjoy helping people every single day. Employees are given the training they need to do their jobs well, and they work with supervisors and staff who are supportive and friendly. Employees have room to grow, and many of Health Advocate's supervisors are promoted from within the company. Join our award winning team!
2024:
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Excellence in Customer Service Awards: Organization of the Year (Small)
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Stevie® Awards for Sales & Customer Service: Customer Service Department of the Year – Healthcare, Pharmaceuticals, and Related Industries, Bronze Winner
As part of Teleperformance in the US, we were also named #95 in the 2024 ‘Fortune 100 Best Companies to Work For®’ in the USA by Great Places to Work (GPTW®)
Position: Client Account Manager & Team Leader
Department: Interpreting
Reports to: Head of Public Sector
Location: Hybrid – Remote & Office based (London or Manchester)
LanguageLine’s UK operation is part of the worldwide LanguageLine Solutions group with global headquarters in California and European headquarters in London. Over its 40-year history, LanguageLine Solutions has ensured the best interpreting and translation services available in the industry.
Main Job Purpose
As a Client Account Manager and Team Leader, you will be developing strong relationships with clients and stakeholders with the aim of ensuring their needs are met, enhancing the client experience, retention of their business as well as growing existing client accounts. As Team Leader, you will also be driving, supporting and advising members of the Client Account Manager Team
Specific Tasks
- Lead the Client Account Manager team in order to achieve both team goals/KPIs and individual goals/KPIs
- Guide, train and advise the Client Account Managers as required
- Work in support of and in conjunction with the Head of Public Sector
- Carry out weekly 1:1 meetings with Client Account Managers
- Provide regular updates and pro-actively escalate any issues to the Head of Public Sector
- Lead and manage a portfolio of existing client accounts
- Communicating with clients pro-actively and reactively, addressing their concerns and resolving any conflicts/issues that arise
- Meet clients regularly face-to-face and via video call to understand their businesses, risks, needs, strategic direction and expectations
- Penetrate accounts, and develop trusted advisor relationships with key accounts and internal client stakeholders
- Conduct regular account reviews with existing clients to assist with identifying and managing expectations, enhancing service provision standards operational performance for each client and liaise pro-actively with the respective operational teams with regards to under performance or service improvement opportunities
- Identify and explore growth opportunities through account penetration, maximising awareness, confidence and access for end users across a client estate
- Identify and execute opportunities to cross-sell and add additional services within existing client accounts
- Supporting the bid management team in re-tender processes
- Maintaining client records and account management activities on the company’s CRM system (Salesforce)
- Raise awareness of competitive advantages and new products
- Act as a LLS ambassador
- Take personal responsibility for ensuring that personal information is used fairly and lawfully within GDPR guidelines, report any personal data security incidents immediately and abide by the Information Security Policy detailed in the Staff Handbook
- Any other duties appropriate to the position.
Person Specification
The following range of experience, knowledge and skills are required:
Essential:
- Proven work experience as an Account Manager, Key Account Manager, Sales Account Manager, Junior Account Manager or other similar relevant role
- Demonstrable ability to communicate, present and influence key stakeholders at all levels of an organisation, including executive level
- Commitment to staying updated on industry developments and marketing trends to offer valuable insights to clients
- Solid experience with CRM software (Salesforce preferred) and MS Office
- Experience delivering client-focused solutions to customer needs
- Proven ability to juggle multiple account management projects at a time, while maintaining sharp attention to detail
- Excellent communication sills, particularly listening, negotiation and presentation abilities
- Proven ability to perform under pressure
- Proven stakeholder management experience
Desirable:
- Degree level education
- Post-graduate qualifications in sales and/or marketing are desirable
This role is subject to a basic DBS Disclosure
Company Overview
Health Advocate is the nation’s leading provider of health advocacy, navigation, well-being and integrated benefits programs. For 20 years, Health Advocate has provided expert support to help our members navigate the complexities of healthcare and achieve the best possible health and well-being. Our solutions leverage a unique combination of best-in-class, personalized support with powerful predictive data analytics and a proprietary technology platform to address nearly every clinical, administrative, wellness or behavioral health need. Whether facing common issues or an unprecedented challenge like COVID-19, our team of highly trained, compassionate experts work together to go above and beyond expectations, making healthcare easier for our members and ensuring they get the care they need.
Learn more
Health Advocate https://www.healthadvocate.com/site/
Facebook https://www.facebook.com/healthadvocateinc/
Video https://vimeo.com/386733264/eb447da080
Awards:
2023:
- National Customer Service Association All-Stars Award: Service Organization of the Year.
- Stevie® Awards for Sales & Customer Service: Customer Service Department of the Year – Healthcare, Pharmaceuticals, and Related Industries, Bronze Winner
2022:
- Stevie® Awards for Sales & Customer Service: Customer Service Department of the Year – Healthcare, Pharmaceuticals, and Related Industries, Bronze Winner
- Excellence in Customer Service Awards: Organization of the Year (Small)
- Best in Biz Awards: Most Customer-Friendly Company of the Year – Medium and large category (Silver)
2021:
- Stevie® Awards for Sales & Customer Service: Customer Service Department of the Year – Healthcare, Pharmaceuticals, and Related Industries, Silver Winner
- Stevie® Awards for Sales & Customer Service: Most Valuable Response by a Customer Service Team (COVID-19). Bronze Winner
- Best in Biz Awards: Most Customer-Friendly Company of the Year – Medium and large category (Silver)
2020:
- National Customer Service Association All-Stars Award: Organizations of 100 or Greater, Runner-Up
- Communicator Award of Distinction: October 2019 Broker News
- MarCom Awards: Gold, COVID Staycation Ideas brochure
- MarCom Awards: Platinum, 2021 Well-being Calendar
- Best in Biz Awards: Most Customer-Friendly Company of the Year - Medium category (Silver)
Health Advocate is an Equal Opportunity Employer that does not discriminate on the basis of race, color, sex, age, religion, national origin, citizenship status, military service and veteran status, physical or mental disability, or any other factor not related to job requirements. We respect and value diversity, and are committed to the principles of Equal Employment Opportunity.
VEVRAA Federal Contractor requesting appropriate employment service delivery systems, such as state workforce agencies and local employment delivery systems, to provide priority referrals of protected veterans.
PAY TRANSPARENCY NONDISCRIMINATION PROVISION
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-I.35(c)
