Account Management Manager
Account Management Manager
Quest Diagnostics
Lenexa, KS
See who Quest Diagnostics has hired for this role
The Account Management Manager (leadership opportunity) will manage and direct all aspects of customer/account management services. Implement and review relevant client processes, policies, and standard operating procedures. Responsible for service issue resolution at the account level. Coordinate integrated, standard account business review process and metrics delivery. This position plays a key role in reducing client attrition.
This is a hybrid role - 2 days remote/3 days in-office in Lenexa, KS.
- Responsible for the supervision, coaching, monitoring, training, reviewing, performance management of assigned account managers.
- Partners with the Sales management, Sales Ops, Client Engagement, to establish relationships and problem solving processes that are seamless to the external customer.
- Oversees development and deployment of account management tiered structure to provide necessary services to all customers through acct management team.
- Develop strategies for addressing chronic service failures to facilitate permanent resolution
- Develop and execute action plans in order to achieve targets and MBOs
- Ensures compliance with the established quality standards and actively participates in monitoring corrective action and its effectiveness
- Oversees analysis of account problems and expedites their resolution; establishes practices to support field representatives with managing their account activity, problem resolution, and monitoring of accounts.
- Responsible for deployment of external client communications, in conjunction with Marketing.
- Ensure department compliance with all company policies and government regulations.
- Monitor department expenses and keep travel spending in line with budget.
- BA / BS or equivalent experience. MBA Preferred.
- 5+ years of experience in a account manager/ service environment with a leadership role
- 5 years previous health care or related experience
- Previous experience in health screening preferred
- Proficient desktop skills including MS Office
- Demonstrated success in developing and motivating team members to reach objectives.
- Broad understanding of the wellness or health screening business and its service requirements.
- Excellent interpersonal, customer service and oral communication skills, including the ability to communicate complex issues clearly and concisely.
- Development of problem trending management reports used in conjunction with business unit continuous improvement efforts.
- Performance management of department and direct reports.
- Strong influencing skills.
- Customer Focus
- Strong Decision Quality
- Timely Decision Making
- Interpersonal Savvy
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Seniority level
Mid-Senior level -
Employment type
Full-time -
Job function
Business Development and Sales -
Industries
Hospitals and Health Care
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