Account Manager Support Specialist

This role is open to retirees only.

The Account Manager Support Specialist provides dedicated operational and project support to National Account Managers (NAMs), helping ensure consistent execution, implementation readiness, and a high-quality client experience.

This role works primarily behind the scenes to manage operational activities, coordinate implementation needs, resolve readiness issues, support reporting requirements, and provide just-in-time guidance to Account Managers. By assuming these responsibilities, the role enables client-facing NAMs to focus on strategic client management, retention, renewals, growth opportunities, and relationship development.

Key Responsibilities

Account & Implementation Support

• Provide project and account management support for new business implementations and priority accounts, including Blackstone and the emerging Private Equity buyer segment.
• Coordinate implementation activities, deliverables, dependencies, and follow-up across internal partners.
• Help ensure new and existing clients receive a consistent service and implementation experience.
• Monitor implementation progress and proactively identify items requiring follow-up or escalation.

Readiness & Issue Resolution

• Track and support resolution of readiness issues, risks, and outstanding operational items.
• Coordinate with internal business partners to escalate issues and drive timely resolution.
• Maintain visibility to outstanding deliverables, owners, and required next steps.
• Support operational execution during peak implementation and renewal periods.

Reporting & Operational Support

• Gather, request, validate, and analyze operational and client reporting.
• Identify reporting discrepancies, missing information, or potential issues requiring additional investigation.
• Coordinate follow-up with appropriate internal partners.
• Assist NAMs with operational activities that would otherwise reduce time available for strategic client engagement.

Account Manager Training & Guidance

• Provide just-in-time training, guidance, and practical support to newer Account Managers, particularly those with limited implementation experience.
• Reinforce established processes, tools, and implementation expectations.
• Share best practices and lessons learned to promote consistency across the Account Management organization.

Core Competencies

• Strong account management and operational execution skills
• Experience supporting client implementations and renewals
• Strong organizational and project management capabilities
• Ability to manage multiple priorities and changing business needs
• Strong analytical and problem-solving skills
• Ability to identify risks and appropriately escalate issues
• Strong written and verbal communication skills
• Ability to effectively partner across multiple internal teams
• Coaching and knowledge-sharing capabilities
• Strong attention to detail and follow-through

Preferred Experience

• Prior account management, client service, implementation, or operational support experience
• Experience supporting National Accounts or complex client relationships
• Experience managing implementation or readiness activities
• Experience working across multiple internal operational teams
• Knowledge of healthcare, benefits, or related client service environments preferred

Role Structure

• Resources: 2 Account Manager Support Specialists
• Commitment: 20 hours per week per resource
• Total Support Capacity: 40 hours per week
• Primary Focus: Internal Account Management operational support
• Workload: Flexible and prioritized based on implementation cycles, readiness needs, client activity, and business demand