Concentra

Inside Account Manager

Concentra

full-time

Posted on:

Location Type: Remote

Location: Remote • Texas • 🇺🇸 United States

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Job Level

JuniorMid-Level

About the role

  • Serve as the main point of contact for assigned customer accounts
  • Virtually meet with assigned customers to conduct periodic account reviews, stewardship meetings, and addressing customer pain points
  • Develop and maintain a deep understanding of customer needs, business goals, and challenges
  • Proactively engage customers to ensure satisfaction and address potential issues before they escalate
  • Review complex account data and practice critical thinking skills to uncover errors in account data that lead to service delivery problems and/or billing issues
  • Identify opportunities for upselling or cross-selling additional products and services that align with customer needs
  • Partner with Operations and Sales to maximize account growth potential
  • Regularly update and maintain accurate customer records in CCM system
  • Record interactions with customers in Microsoft Dynamics (CRM) and Salesloft
  • Collaborate with internal teams to resolve customer concerns and ensure timely service delivery
  • Provide exceptional service through responsiveness, transparency, and follow-through
  • Advise customer on Concentra processes, including onboarding support when needed

Requirements

  • Bachelor’s Degree; Major: Business Administration, Marketing or related field
  • Degree must be from an accredited college or university.
  • In lieu of higher education, the ratio is 1:1, meaning one year of college equals one year of work experience and vice-versa
  • At least two years of experience in virtual account management, sales or customer service.
  • Healthcare industry, occupational health care or workers’ compensation industry is preferred
  • Experience with sales, marketing and communications is preferred
  • Outstanding customer service skills as well as the ability to deal with people in a manner which shows tact and professionalism
  • The ability to properly handle sensitive and confidential information (including HIPAA and PHI) in accordance with federal and state laws and company policies
  • Must be able to analyze complex customer data to make corrections and identify root issues
  • Must be able to maintain composure and professionalism when handling customer complaints and working with internal colleagues toward a resolution
  • Excellent oral and written communication skills, especially with virtual communication.
Benefits
  • 401(k) Retirement Plan with Employer Match
  • Medical, Vision, Prescription, Telehealth, & Dental Plans
  • Life & Disability Insurance
  • Paid Time Off
  • Colleague Referral Bonus Program
  • Tuition Reimbursement
  • Commuter Benefits
  • Dependent Care Spending Account
  • Employee Discounts

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
account managementdata analysisupsellingcross-sellingcustomer relationship managementsalesmarketingcommunicationscustomer serviceproblem solving
Soft skills
customer servicetactprofessionalismcritical thinkingcomposurecommunicationresponsivenesstransparencyfollow-throughcollaboration