Account Manager

Job Type

Full-time

Description

At BPA Health, our Account Managers are not just service professionals - they are trusted strategic partners who deliver proactive, white-glove support to our employer groups, brokers, and community partners. The Account Manager is responsible for customer engagement, satisfaction, and retention, acting as the face of BPA Health in every stage of the client relationship.

This role leads with attentiveness and foresight - anticipating client needs, guiding success with a high-touch approach, and consistently delivering meaningful outcomes that set BPA Health apart. From seamless onboarding to insightful strategy reviews, the Account Manager ensures each client feels seen, supported, and strategically served.

The Account Manager represents BPA Health's core values of Do the Right Thing, Growth Mindset, Actively Engage, and Do What You Say - consistently demonstrating warmth, professionalism, responsiveness, and clarity in every interaction.

Key Outcomes

• Elevated client satisfaction, retention, and loyalty
• High-quality, consistent onboarding and engagement
• Deepened, proactive relationships with HR, schools, and broker partners
• Strategic delivery of education, insights, and value
• Accurate and timely data reporting and communication

This is a full-time position either in-office or hybrid. No completely remote option.

Essential Functions & Activities

White-Glove Client Experience

• Lead proactive onboarding calls and create personalized onboarding plans for new groups
• Serve as a primary point of contact, ensuring timely, warm, and solutions-focused communication
• Anticipate client needs and provide proactive check-ins, resources, and follow-up

Retention & Growth

• Prepare and facilitate quarterly strategy calls, utilization reviews, and annual executive summaries
• Identify opportunities for expansion within existing accounts and coordinate with sales when appropriate
• Track and act on leading indicators of client satisfaction, engagement, and at-risk signals

Relationship Management

• Build and maintain trust with HR leaders, brokers, and stakeholders across all account types
• Ensure follow-through on contract deliverables and ongoing value delivery
• Collect and act on feedback to continuously improve the client experience

Reporting & Operational Excellence

• Generate, interpret, and present data-driven reports that demonstrate impact and utilization
• Maintain accuracy in all systems (CRM, invoicing, communication logs)
• Manage third-party relationships (e.g., census updates, remittance tasks) with precision

Education & Communication

• Deliver program training and presentations that empower and increase utilization
• Promote use of engagement toolkits and resources
• Monitor and contribute to newsletters, campaign materials, and BPA Health's digital presence

Community Support & Brand Representation

• Participate in client and community-facing events, including health fairs and outreach efforts
• Represent BPA Health's brand, mission, and service excellence in every interaction

Secondary Functions

• Collaborate with and support other Account Managers in servicing client needs, ensuring seamless account management and customer satisfaction
• Work closely with other team members to share insights and best practices to optimize the client experience.
• Support special projects and team initiatives
• Participate in marketing and sales activities as needed
• Contribute to continuous improvement of internal processes and playbooks

Requirements

Skills & Competencies

Client-Centered Proactivity

• Anticipates client needs and takes initiative to add value
• Maintains a proactive, can-do mindset, always seeking ways to elevate service

Project & Relationship Management

• Highly organized with ability to manage multiple accounts and projects with grace
• Builds relationships rooted in trust, clarity, and responsiveness

Attention to Detail & Data Integrity

• Manages information with precision across systems and tools
• Confident interpreting and presenting data in ways that support client understanding

Strategic Thinking & Problem Solving

• Connects the dots between client needs and BPA Health's solutions
• Applies insight and curiosity to help clients see the broader impact of services

Excellent Communication Skills

• Professional, clear, and empathetic in both verbal and written communication
• Comfortable leading meetings, trainings, and 1:1 strategy calls with stakeholders

Mission & Culture Fit

• Embodies BPA Health's mission to support mental health and well-being
• Leads with integrity, openness, and a service-first mindset
• Eager to grow alongside a dynamic, impact-driven team

Education and/or Experience:

• Bachelor's degree in business, marketing, related field or equivalent experience
• Experience in account management, sales, marketing, healthcare, behavioral health, and/or government affairs preferred
• Experienced and proficient in public speaking
• Strong CRM and Microsoft Suite experience, knowledge and skills preferred
• Experience with employee assistance programs, healthcare and/or benefits industry preferred

Physical Requirements:

While performing the duties of this job, the employee is continuously required to read, talk and hear. The employee is continuously required to walk, sit at a computer workstation, use hand to finger, handle or feel objects, tools or controls; and reach with hands and arms. The employee frequently lifts and/or moves up to 40 pounds. Specific vision abilities required by this job include close vision and the ability to adjust focus. The employee must be able to operate a vehicle or have reliable transportation for offsite meetings.

Travel Requirements:

• Reliable means of transportation required
• Must be able to travel to accomplish customer service standards and member service tasks