Rebecca Hurley

Technical Support Account Manager @PlanSource

Orlando, FL, US

Responsibilities / Duties:Establish and maintain relationship with all key decision makers / contacts at Client Company.Relationships need to be established across all levels of client organization, especially executivelevel.Manage and/or participate in the account implementation process serving as technical and processbest practices expert and helping build expectations for future relationship.Partner with Ongoing Service Teams to deliver high quality services to Client.Bring subject matter experts from the organization into client relationship as needed to issues / projects.Establish point of escalation contact with day to day contacts at Client Company.Meet at least quarterly with day to day contacts to review service level agreements and proactivelysolicit feedback on team performance.Drive continual efficiency and value to the relationship by implementing additional systemfunctionality / processes.Continually seek opportunities to increase revenue by up-selling additional service offerings orconverting additional employer groups.Maintain documentation regarding client activity and responsible for updating all client documentation.Act as project manager / coordinator for all client special projects including annual openenrollment.Participate with and coordinate with other departments regarding client specific issues including billing and collections.Solicit sales leads from client.Communicate, negotiate, and manage contractual changes with clients.Develop metrics to report to clients.Complete job-related training courses and/or seminars