A.E. Perkins

Account Manager

• Develop and execute customized account strategies, with laser-focus on long-term growth and retention for assigned client groups.
• Ability to negotiate outcomes that are beneficial to AE Perkins and clients.
• Identify opportunities for revenue generation, such as upselling services or introducing new product offerings. Demonstrate superior public speaking skills when presenting AE Perkins.
• Proactively monitor and analyze client performance metrics to identify trends and risks, and take corrective action as needed.
• Build and maintain strong relationships with key decision-makers, acting as the primary point of contact for all client needs.
• Conduct regular business reviews (e.g., Annual Business Reviews) to align on goals, performance, and opportunities.
• Partner with clients to provide solutions that address their challenges and align with their organizational objectives.
• Act as a client advocate within AE Perkins, ensuring their needs and objectives are met with tailored solutions.
• Partner with cross-functional teams (e.g., Sales, Operations) to ensure alignment on client goals and deliverables.
• Share insights and best practices with colleagues to foster a collaborative and high-performing team environment.
• Manage client accounts and projects simultaneously, ensuring all deadlines and service-level agreements are met.
• Maintain detailed and organized records of client interactions, project updates, and account plans.
• Prioritize tasks effectively to balance strategic initiatives with day-to-day responsibilities.

Strategic Account Manager

Manager

• Facilitate and coach the contact center team, providing leadership that fosters high performance and accountability.
• Perform personnel actions, including hiring, scheduling, training, and evaluating employees to build a skilled and motivated team.
• Promote a culture of service excellence by regularly communicating expectations, delivering training, and setting a positive example.
• Provide ongoing coaching, counseling, and performance management to support employee development and retention, including career mapping for growth within the organization.
• Ensure adequate staffing coverage and efficient resource allocation to meet customer support demands via phone, live chat, and email.
• Manage the contact center to meet and exceed service goals, focusing on increasing productivity and reducing costs while adhering to budget constraints.
• Monitor call queues and manage real-time adjustments to maintain service standards, ensuring prompt and effective responses.
• Develop and implement processes to enhance participant interactions, ensuring an optimal service experience.
• Track, analyze, and regularly report team performance to senior management, identifying trends and providing recommendations for improvement.
• Lead efforts to achieve first-call resolution for participant inquiries and complaints, balancing participant needs with organizational objectives.
• Act as a third-tier support, addressing escalated technical issues and participant concerns efficiently and empathetically.
• Build and maintain collaborative relationships with other departments to ensure cohesive, participant-centric service delivery.
• Actively contribute to cross-functional initiatives, representing the Participant Services team in efforts to enhance operational effectiveness.
• Step in and support organizational roles as needed to maintain effective business operations, adapting to changing demands.

Participant Services Manager

Sales

• Utilize consultative selling techniques to uncover prospect business needs and recommend Workforce Go! solutions that align with those needs.
• Create and communicate the value proposition of Workforce Go! solutions, effectively engaging and presenting to C-level executives.
• Develop and maintain a thorough understanding of each account’s industry, with a focus on aligning Workforce Go! solutions with client goals and objectives.
• Provide accurate forecasts within a committed timeline, keeping Salesforce updated with current account and prospect status, pipeline metrics, and relevant notes.
• Lead and quarterback deals through the complete sales lifecycle, building strong relationships and collaborating with key stakeholders, both internally and externally.
• Conduct discovery sessions to understand customer needs and propose the best-fit solutions that address those needs effectively.
• Identify and create compelling business cases and ROI for each prospect, highlighting the benefits and financial returns of Workforce Go! solutions.
• Present customized solution demonstrations tailored to client-specific needs and business objectives.

Regional Sales Manager

• Client Leadership and Team Mentorship: Act as the primary client-facing team leader for a large number of clients, providing guidance and mentorship to Relationship Specialists to ensure high service standards (Advanced).
• Client Issue Resolution: Serve as the first point of escalation for client issues, addressing concerns and joining client calls to facilitate resolution, even outside of standard business hours (Advanced).
• Relationship Management and Retention: Build and maintain strong relationships with Plan Administrators, Brokers, and Client Experience team members, promoting engagement, retention, and growth (Advanced).
• Process Improvement and Automation: Identify opportunities for process improvements and automation, working to enhance service delivery and operational efficiency (Intermediate).
• Client Education and Support: Educate clients on systems, tools, and policies related to Ameriflex products and services, ensuring they are equipped to utilize offerings effectively (Intermediate).
• Account Organization and Documentation: Maintain organized and accurate account information for each client, ensuring easy access to essential details (Advanced).
• Business Strategy Development: Collaborate with internal partners to develop and execute business plans and strategies that align with organizational goals (Intermediate).
• Proactive Client Support: Anticipate client needs by addressing potential questions and concerns before they arise, demonstrating a proactive approach to service (Advanced).
• Confidentiality and Compliance: Handle confidential client information with tact and discretion in accordance with HIPAA and other relevant regulations (Advanced).
• Empathy and Soft Skills: Exhibit a high level of empathy and interpersonal skills when working with clients and team members, fostering a supportive and positive work environment (Advanced).
• Goal Setting and Performance Tracking: Set and exceed performance goals related to client satisfaction, retention rates, and service delivery metrics (Intermediate).
• Travel Requirements: Travel as needed, ideally once or twice per year, to support client relationship management and business development initiatives (Beginner).
• Other Duties: Perform additional duties as assigned by the Client Experience Manager to support business needs (Beginner).

Client Relationship Manager

• Develop and execute a strategic territory plan, including setting annual sales targets and activity goals
• Deliver customized presentations to brokers and prospective clients, highlighting Ameriflex products and services to meet customer needs
• Plan and conduct client seminars, online presentations, and in-person meetings to expand the customer base
• Maintain a thorough understanding of Ameriflex products, services, and overall sales strategies, effectively communicating these to brokers and clients
• Proactively identify new business opportunities by developing relationships with brokers and prospective clients
• Monitor and track sales performance to meet or exceed annual revenue goals and product targets
• Participate in weekly sales meetings with the sales team and Senior Vice President of Sales to review progress and discuss regional sales strategies
• Accurately document sales activities and client interactions using Salesforce, ensuring detailed and up-to-date records
• Manage existing broker relationships to ensure satisfaction and uncover opportunities for growth
• Attend regional conferences, industry events, and marketing meetings to stay connected with industry trends and network with potential clients
• Act as a primary point of contact for brokers and clients, providing timely and professional support
• Work closely with the sales team and other departments to ensure alignment on territory strategies, sales activities, and client needs
• Provide feedback and insights to the sales leadership team to help shape sales strategies and improve sales processes
• Maintain proper business etiquette and professionalism in all communications, including email, phone calls, and in-person meetings

• The Strategic Account Manager (SAM) is a key leader responsible for providing the highest level of service to our most valued clients. As trusted advisors and partners, SAMs leverage their expertise to build enduring client relationships and drive profitable outcomes. This role combines autonomy, accountability, and strategic insight to ensure an exceptional client experience, while fostering business growth and retention for AE Perkins.
• Develop and execute customized account strategies, with laser-focus on long-term growth and retention for assigned client groups.
• Ability to negotiate outcomes that are beneficial to AE Perkins and clients.
• Identify opportunities for revenue generation, such as upselling services or introducing new product offerings.
• Demonstrate superior public speaking skills when presenting AE Perkins.
• Proactively monitor and analyze client performance metrics to identify trends and risks, and take corrective action as needed.
• Build and maintain strong relationships with key decision-makers, acting as the primary point of contact for all client needs.
• Conduct regular business reviews (e.g., Annual Business Reviews) to align on goals, performance, and opportunities.
• Partner with clients to provide solutions that address their challenges and align with their organizational objectives.
• Act as a client advocate within AE Perkins, ensuring their needs and objectives are met with tailored solutions.
• Partner with cross-functional teams (e.g., Sales, Operations) to ensure alignment on client goals and deliverables.
• Share insights and best practices with colleagues to foster a collaborative and high-performing team environment.
• Manage client accounts and projects simultaneously, ensuring all deadlines and service-level agreements are met.
• Maintain detailed and organized records of client interactions, project updates, and account plans.
• Prioritize tasks effectively to balance strategic initiatives with day-to-day responsibilities.

Customer Success Manager

• Serve as primary point of contact for high-priority and VIP clients, addressing complex inquiries and issues promptly
• Act as intermediary to resolve member-related issues, assess client needs, and facilitate effective solutions
• Proactively recommend solutions, set realistic expectations, and provide accurate information about benefits and account navigation
• Educate participants on plan features to maximize benefits and platform navigation
• Build and foster strong relationships across the company; collaborate in a team-oriented environment
• Act as an Ameriflex ambassador, upholding core values and projecting a positive professional image
• Collaborate with internal teams to offer solutions, identify process improvements, and promote best practices
• Analyze and interpret data specific to VIP accounts to provide tailored support and identify trends
• Use critical thinking and sound judgment to address client issues, adhering to laws, regulations, and policies
• Proactively assess complex client needs and provide consultative strategic insights
• Ensure strict compliance with HIPAA and other regulatory guidelines; maintain confidentiality
• Maintain accurate records of client interactions, document resolutions, and track follow-ups as required

Customer Success Lead

Customer Advocate

• The Customer Advocate serves as the initial point of contact for plan participants, assisting them with inquiries related to their benefits, such as Flexible Spending Accounts, Health Savings Accounts, and COBRA. This role requires excellent communication, problem-solving abilities, and a dedication to providing top-tier customer service. Customer Advocates are expected to work effectively in a high-call-volume environment, proactively resolving participant needs, and guiding users through available resources and tools for self-service.\n• Hours of Operation: Monday – Friday: 7:00 am – 6:00 pm CST (Your working hours must fall within these hours)\n• Principal Duties & Responsibilities:\n • Customer Support:\n • Serve as the first point of contact for participants on inquiries, providing timely and accurate information. (Intermediate)\n • Educate participants on benefits processes, assisting with plan details and HSA investment options to enable self-sufficiency. (Intermediate)\n • Resolve inquiries and issues, striving for first call resolution, including complaint resolution and escalations. (Advanced)\n • Proactive Issue Management:\n • Identify and execute necessary actions for issue resolution, setting clear and achievable expectations with participants. (Intermediate)\n • Document all activities for quality and metrics tracking using the Customer Relationship Management (CRM) system. (Intermediate)\n • Compliance & Professionalism:\n • Maintain professionalism and empathy in interactions, especially during difficult situations, upholding HIPAA and privacy regulations. (Advanced)\n • Display consistent adherence to quality standards and service excellence in alignment with organizational values. (Advanced)

Operations

Position summary bullet points, etc: Data entries: The Operations Processor is responsible for processing, data entry, and maintaining participant and client records in accordance with established procedures and guidelines. This role ensures the accurate and timely entry of data to support the operations of A.E. Perkins. The Operations Processor also assists with file reconciliation, troubleshooting data discrepancies, and generating reports, as needed. Success in this role requires a high degree of accuracy, attention to detail, and the ability to work efficiently in a fast-paced environment.
PRINCIPAL DUTIES & RESPONSIBILITIES: Responsibilities include:
• Data Entry Accuracy: Enter participant and client data into internal systems with 98% accuracy, adhering to established service level agreements (SLAs) and internal standards (Advanced).
• Client and Participant Processing: Prepare, process, and maintain existing and new client and participant records using internal systems and tools, ensuring data integrity across A.E. Perkins products and services (Intermediate).
• Error Resolution: Research and resolve data entry and processing errors, troubleshooting issues within 24 hours to ensure timely resolution and accurate records (Intermediate).
• Stakeholder Relationships: Build and maintain positive working relationships with internal teams addressing inquiries and resolving issues as needed (Intermediate).
• File Reconciliation: If requested as an audit, perform monthly reconciliation of participant and client data files, ensuring discrepancies are identified and corrected within reporting deadlines (Intermediate).
• Multitasking and Time Management: Manage multiple tasks and deadlines efficiently, prioritizing work to meet organizational goals (Advanced).
• Other Duties: Perform any other duties as assigned, contributing to the overall operational success of the team (Beginner).