Account Manager

Employer
AARP
Location
Washington, DC
Posted
Jun 13, 2021
Closes
Jul 10, 2021
Ref
12461166
Industry
Nonprofit
Hours
Full Time
Business Unit Description

AARP Services (ASI) is where AARP's mission meets the marketplace for the 50+ population, by sparking new solutions that transform the marketplace to improve people's lives as they age. Founded in 1999 as the professional services arm of AARP, SI supports the Association's mission of Disrupt Aging by helping bring new products to market to drive innovation and build richer connections with consumers. ASI acts as a bridge, connecting companies to people by helping bring experiences, products, and services that matter to them as they move through life stages.
Summary
  1. Manages the relationships with existing clients. Works with Vendors and Matrix Team to deliver on all contractual requirements (reporting, service level, etc.) plans client meetings and produces quarterly performance reports, troubleshoots and resolves customer service issues, provides internal reporting on account status, and assists in the development of retention plans.
  2. New client implementation. Works with the Emerging Business team in the successful transition from prospect to client. Manages launch of Value Added Services with client and ASI matrix team, including: Marketing launch and planning, establishing reporting processes, implementing customer service protocols, invoicing, and managing planning meetings.
  3. Manages client portfolio and assists ASI Finance team with revenue forecasts as well as developing internal business reports and updates for ASI Leadership and Board.
  4. Works with Value Added Services Vendors to ensure the highest quality service levels are met. Oversees the customer experience to identify areas for opportunity and improvement. Participates in monthly vendor meetings to measure performance, plan growth strategies, and discuss new service features and enhancements.
  5. Manage and implements program reporting plans, including quality, quality control, management tables for marketing, distribution and customer experience.
  6. Supports the ASI Emerging Business team to determine strategic fit of product portfolio.
  7. As product manager, maintains and seeks industry and product knowledge on a continuous basis. Understands the product landscape so that the products are constantly being reviewed to identify new features and competitive advantages to meet client needs.
  8. Ensures that the appropriate AARP Social Impact dashboard measures are assessed, evaluated, analyzed and acted upon for achievement.
  9. Demonstrates AARP cultural attributes and behaviors in all interactions.
Responsibilities
  • Requires the ability to simultaneously manage multiple clients and projects with high profile clients, utilizing analytical assessment, negotiation, relationship management, and influence skills.
  • Must be proactive in anticipating and resolving issues with support from Director and balance needs from multiple constituents - Client, ASI, and Vendor.
  • Operates independently to motivate client and vendor to successfully deliver against program objectives. Maintains communication channels to effectively manage product lines.
  • Entrepreneurial skill sets are highly valued in managing products and growing new business opportunities for the organization. As Product Manager, looks for new opportunities and develops an understanding of the marketplace, trends, and future needs.
  • Works directly with business development, marketing, operations, distribution, legal & compliance, and the customer service groups within ASI.
  • Demonstrates collaboration and consensus building with internal and external constituents and stakeholders, while advancing ASI business objectives and accounting for AARP's social impact and member value agendas. These interactions require the candidate to be leadership-oriented and maintain significant credibility demonstrated through a high degree of autonomy, proven results and independent judgment.
  • Strong communication and influence skills required to manage client needs and expectations against service level performance.
  • Strong presentation skills required to deliver service performance reports to client executive teams.
  • Coordinates corrective action response plans for highly public and politically sensitive situations working with AARP public relations staff and product executives.

Possesses conceptual, developmental, analytical, communication, and execution skills.
Requirements
  • Completion of a Bachelor's degree in a business or health related field and a minimum or 3-5 years of healthcare program/product development/management experience, with a preference in the health insurance or employee benefits field; or an equivalent combination of training and experience related to the duties of the position.
  • Excellent written, verbal, visual/presentation and interpersonal communications skills to complex and diverse audiences.
  • Strong Project Management skills and knowledge of project management software tools.
  • Proficient in quantitative and qualitative analytical skills.
  • General product knowledge in all areas (operations, development, marketing/sales, service) of programs supported.
  • IT and App-based health & wellness product knowledge and/or management a plus.
  • Strong experience with health insurance products and business background, especially with Medicare products.
  • Ability to build productive relationships and work effectively with multiple levels and disciplines of clients, vendors and internal partners.
  • Ability to make good business decisions through a combination of collaboration and analysis, knowledge, skilled in conflict resolution, and lead effective cross-functional teams while exercising good judgment in sensitive situations.
  • Proactive manager that fully understands the principles of continuous improvement, constantly evaluates and identifies areas for improvement, and initiates positive change.
  • Strong organizational skills and the ability to identify needed action plans to be taken to effectively manage successful programs.
  • Ability to manage multiple products, projects and external vendors building consensus and strong productive business relationships.
  • Serves as a subject matter expert across the product and program portfolio.
Compensation and Benefits

AARP offers competitive benefits with a 401(k); 100% company-funded pension plan; health, dental, and vision plans; life insurance paid time off to include company and individual holidays, vacation, sick, caregiving, and parental leave; performance-based and peer-based recognition; tuition reimbursement; among others. Visit careers.aarp.org/benefits for more information.

As a result of the COVID pandemic, all interviews will be held virtually and all non-essential employees will continue to work remotely until further notice.
Equal Employment Opportunity

AARP is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. AARP does not discriminate on the basis of race, ethnicity, religion, sex, color, national origin, age, sexual orientation, gender identity or expression, mental or physical disability, genetic information, veteran status, or on any other basis prohibited by applicable law.

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