Senior Account Manager

At Collective Health, the Client Success team drives the mission vision and values for our clients. We work directly with our clients to make the complex simple, where there’s friction we remove it, we light the way then lead the way, and build to empower all. We are a collaborative, solutions-driven team committed to delivering a best in-class experience for our customers. We partner closely with employers, brokers, and our internal cross-functional partners, to ensure smooth plan administration, clear communication, and proactive problem-solving. Built on the firm foundation of our Collective Health Values, the Client Success team forges long-term relationships to support our clients in reaching their goals and navigate the evolving healthcare landscape with confidence and support.

Supporting one of our largest employer groups, you’ll play a critical role in delivering an exceptional client experience within the complex world of benefits administration. You'll serve as the day-to-day point of contact for a strategic "jumbo" client, or a group of large clients, ensuring their needs are met with accuracy, urgency, and a comprehensive understanding of their benefit programs.

This is a high-impact, client-facing position that requires equal parts relationship building, problem-solving, and operational know-how. You’ll collaborate closely with internal teams—including claims, billing, eligibility, reporting, and implementation—to ensure we not only meet, but exceed, client expectations.

• Be the go-to partner for assigned client(s) by managing day-to-day requests and ensuring smooth operations across all touchpoints. 
• Support strategic planning by understanding their benefit strategy, organization goals, and operational needs, ensuring execution of mid-tier tactical initiatives.
• Partner with cross-functional teams to execute account initiatives, ensuring internal stakeholders understand client priorities and tailor solutions accordingly.
• Enable product and program adoption by coordinating rollout, communications, and adoption plans.
• Coordinate broker feedback, meeting logistics, and ensure alignment.
• Deliver on the fundamentals that build trust: be accessible, responsive, and accountable. Follow through on every detail and deliver timely, accurate resolutions.
• In coordination with the Client Operations Manager, work cross-functionally with teams such as claims administration, billing, Member Experience, compliance, and reporting to address issues, enhance processes, and deliver training or education as needed.
• Support renewal forecasting and manages contractual amendments/logistics
• Support strategic account planning by partnering with the Strategic Account Executive to align on long-term goals, drive retention, and anticipate future needs. This includes providing support for activities such as Quarterly Business Reviews and Year in Review which takes place annually. 
• Provide tactical Salesforce support by updating health indicators and actionable  follow-ups.
• Leverage data and insights from employer reports to prepare content and support facilitation of business reviews such as Year in Review and Quarterly Business Reviews. 

• 8+ years of experience in client operations, benefits administration, or a related field—TPA, healthcare, insurance, or enterprise SaaS environments strongly preferred.
• Deep operational knowledge of at least one area of plan administration (eligibility, claims, billing, etc.) with the ability to flex across multiple domains.
• Experienced client-facing communicator who can explain complex operational details clearly and in a client-friendly manner.
• Strong project management and cross-functional coordination skills.
• Highly resourceful with strong data and system fluency with tools such as Excel, Looker, or benefits platforms are second nature to you.
• Ability to act with urgency, own outcomes, and thrive in a fast-paced, client-centric environment.
• Experience leading or contributing to process improvement efforts and a passion for scalable, repeatable systems.

This job can be performed in a location where we have an office: San Francisco, CA, Lehi, UT, or Plano, TX, with the expectation of being in office at least two weekdays per week, or hired for remote work in the following states: AZ, CA, CO, CT, FL, GA, IL, MD, MA, MI, MN, NV, NJ, NY, NC, OH, OR, TN, TX, UT, VA, WA, or WI.

The actual pay rate offered within the range will depend on factors including geographic location, qualifications, experience, and internal equity. In addition to the salary, you will be eligible for stock options and benefits like health insurance, 401k, and paid time off. Learn more about our benefits at https://jobs.collectivehealth.com/benefits/.