[Remote] Customer Account Manager

Note: The job is a remote job and is open to candidates in USA. PlanSource is a leading cloud-based provider of benefits administration technology and services, seeking a Customer Account Manager. The role involves managing customer relationships, exceeding retention targets, and maximizing revenue while coordinating internal efforts to enhance client satisfaction.

Responsibilities

• Establish and maintain relationships with all key decision makers and contacts at client organizations, including executive-level stakeholders
• Maintain consistent communication with clients, including regular meetings to review service levels and proactively solicit feedback
• Establish a clear point of escalation for day-to-day client contacts and manage issue resolution effectively
• Exceed budgeted retention targets and maximize revenue per client
• Continually seek opportunities to increase revenue through upselling additional service offerings or converting additional employer groups
• Communicate, negotiate, and manage contractual changes with clients
• Solicit sales leads and referrals from clients
• Act as project manager/coordinator for all client special projects, including annual open enrollment
• Manage and/or participate in the account implementation process, serving as a technical and process best practices resource and helping set expectations for the ongoing relationship
• Bring in internal subject matter experts as needed to support specific client issues or projects
• Reintroduce account teams as necessary to support continuity and alignment
• Partner with Ongoing Service Teams to deliver high-quality services to clients
• Participate and coordinate with internal departments, including billing and collections, on client-specific issues
• Drive continual efficiency and added value within client relationships by implementing system functionality and process improvements
• Develop and deliver client-facing metrics and reporting
• Maintain and update all client documentation, including tracking client activity and account details
• Ensure accurate documentation of client interactions, projects, and service delivery
• Complete job-related training and development as required
• Work on special projects or additional duties as assigned by management
• Use AI‑enabled tools to help analyze patterns in support tickets, summarize findings, and accelerate root‑cause analysis, with appropriate validation
• Apply AI assistance to support documentation, knowledge base updates, and issue research
• Identify opportunities to improve support workflows through automation and tooling
• Contribute to continuous improvement of support processes, documentation, and operational practices

Skills

• Ability to be an effective team member
• Excellent oral and written communication skills
• Excellent organization and prioritization skills
• Familiar with Microsoft Office and Microsoft Outlook
• Demonstrated ability to effectively work with all levels and cross-functionally within the company
• Must be able to work outside of normal work hours
• Must have ability to travel as required (approx. 10%)
• Strong customer service and orientation skills
• Strong problem-solving skills
• 5+ years of experience in a high visibility client management position within HR/ Benefits Service industry
• Career path that demonstrates consistency, increasing level of responsibility in scope and scale
• Health and Welfare domain knowledge that demonstrates expertise in enrollment technology configuration, employee benefits processes, benefit program requirements, carrier and payroll exchanges, and a firm understanding of benefit services (e.g. Open Enrollment, COBRA, ACA, Call Center, Billing)
• General understanding of EDI data and file delivery management, including but not limited to requirements gathering, vendor file delivery, 834 and 5010 layouts, troubleshooting, and payroll file processes

Benefits

• Comprehensive health coverage with multiple medical plan options - all covering 100% of in-network preventive care
• Employer‑fundedHealth Savings Account (HSA) - up to $1,000 annually for family coverage
• Dental & Vision plans with 100% coverage for routine dental care and $250 vision frame allowance, plus employee-only vision premiums at $0
• 401(k) with immediate vestingand a50% company match up to 6% of contributions
• Generous paid parental leave, adoption assistance, and fertility benefits
• Flexible PTO, paid holidays, a strong culture of work‑life balance and Flex Fridays in the summer
• Mental health & wellbeing support, including Employee Assistance Program (EAP), movement and wellness resources
• Rewards and recognition programs that celebrate employees through peer recognition, awards, and quarterly recognition initiatives

Company Overview