Account Manager

Who We Are

• Harte Hanks (NASDAQ: HHS) is a leading global customer experience company whose mission is to partner with clients to provide them with CX strategy, data-driven analytics and actionable insights combined with seamless program execution to better understand, attract, and engage their customers. Using its unparalleled resources and award-winning talent in the areas of Customer Care, Fulfillment and Logistics, and Marketing Services, Harte Hanks has a proven track record of driving results for some of the world's premier brands.

Position Overview

• As an Account Manager, Customer Care, you will provide strategic leadership and direction to our account teams and clients by understanding, communicating, and developing programs that help our clients grow their revenue through new member/patient acquisition, retention and growth strategies. The successful candidate will have a proven track record of achieving high client satisfaction, meeting & exceeding account performance goals, as well as motivating and leading top performing operations teams for Harte Hanks' healthcare clients. This position is initially temporary and based on 30 hours work week.

Key Responsibilities:

Client Relationship Management

• Strong understanding of the client's business, their context within the industry and competitive position and how Harte Hanks' work positively impacts their business
• Understand clients' priorities and anticipate needs
• Clarify value of work delivered to and for our clients
• Manage expectations, inform client of program changes, and follow-up on action items

Account Management

• Responsible for the building, leading and development and professional growth of a high-performing team

• Organize team assignments and ensure proper resources to meet both the client and Harte Hanks' non-financial and financial expectations

• Establish strategic plans and analytics, define clear KPIs and metrics, and initiate and manage projects to deliver on client needs with clear timelines, accountabilities, and measures of success
• Lead client Outlook & Business Reviews with a deep understanding of the operations and client deliverables, including key insights and analysis
• Design account / operational processes that deliver on efficiency and customer experience
• Manage monthly billing procedures; communicate any budget variances to clients and close any gaps. Manage accounts receivable process for past due accounts

Operations Management

• Interpret performance data and analytics and identify opportunities to drive continuous improvement across all key performance drivers

• Conduct audits of controls and performance

Leadership

• Create development plans and manage performance, as well as coach leaders within the organization

• Establish and communicate clear vision, goals, and objectives

• Inform senior leaders on concerns and performance issues requiring support
• Design & implement programs to recognize, motivate, and engage associates
• Grow and maintain an external presence and network

Who You Are

• Bachelor's degree or 3-5 years of healthcare operations, client service or account management experience in a contact center
• Demonstrated success in operations and growing client engagement and revenue
• Strong work ethic with a team player mentality
• Ability to manage multiple projects in a fast-paced environment
• Attitude and the aptitude to learn quickly
• Solutions-oriented; always has solutions in mind when managing up
• Located in one the following states: AR, FL, GA, IL, KS, NH, NJ, OH, TN, TX, PA, VA

Technical Skills

• Strong organizational; project management; communication and presentation skills
• Impeccable written and verbal communication skills
• Proficient in Word, Excel, PowerPoint
• Project Management Professional (PMP) certification (preferred)

Organizational and Leadership Skills

• 3-5 years of experience directly managing teams
• Ability to understand and translate client objectives into organizational, team, and individual goals
• Superior coaching and communication skills to lead direct reports and engage peers
• Strong relationship building skills

What We Offer

• Group Health and Wellness (Medical, Dental, and Vision)

• Health Savings Account (HSA)

• Educational Assistance

• Voluntary plans, including critical illness, accident, and hospitalization

• 401k plan with Company Match and Roth contributions | Immediate vesting

• Pet Insurance, free legal services, employee discount programs, and more….

Equal Opportunity Employer/M/F/H/V