Performant Corporation is an Equal Opportunity Employer (Minorities/Females/Disabled/Veterans).

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Senior Account Manager
Job Code:2022-50-R-020
Location:United States - Remote
Status:Regular Full Time
The Sr. Account & Program Manager has responsibility to assist in sales efforts in acquiring new client opportunities and is also responsible for overall management and service delivery of assigned customers and projects, including customer satisfaction and financial results. Manage full range of project life cycle (Initiate, Plan, execute, close).

Essential duties:

Relationships and Collaboration
• Build relational network within assigned accounts
• Leads cross functional implementation teams
• May mentor and train other Account & Program Managers

Sales and Marketing
• Leverage relational network within assigned accounts to identify opportunities to expand Performant’s services footprint
• Partner with sales executives to scope opportunity and develop sales discussions with the clients
• Supports building definition of offerings for potential accounts as well as assigned account base
• Shared responsibility for account financial growth targets
• Conducts feasibility analysis as part of the sales and contracting process
• Builds forecasting and growth plans for assigned accounts

Solution Delivery and Client Satisfaction
• Develops implementation strategy, plan and resource requirements for new accounts or projects
• Establishes metrics, process flow, roles & responsibilities, timelines, budgets, and requirements for project go-live
• Ensure appropriate alignment of resources and efficiencies to protect and grow margins while delivering value to the customer
• Responsible for delivery of results according to scope of existing contract
• Identifies opportunities for increased efficiencies to processes, systems and tools used in delivering client services
• Understands customer needs and appropriately manages customer expectations
• Conducts compliance reviews and takes initiative for recommendation and action to mitigate risks
• Review and input to reporting and analytics for assigned accounts
• Leverage analytics to identify efficiency opportunities, mitigate potential risks or issues, monitor service delivery activity, and provide status reports
• Handles escalated problem solving and issue resolution
• Has accountability for resolution of complex or escalated billing issues
• Monitor overall account health and client satisfaction

Team Management
• Direct and supervise work of small direct and expanded cross-functional account support team
• Sets clear expectations aligned with company and account strategy
• Provides coaching, feedback and holds accountability for results and behaviors
• Serves as positive role model and leads by example in alignment with company mission, vision, and values

Internal Business Process Improvement
• Participate in developing a program management process based on project and client services best business practices and procedures
• Develop and ensure quality delivery of Client Training curriculums
• Development, adoption and maintenance of Issue Escalation procedures
• Participates in vendor selection and management
Required Skills and Knowledge:

• Requires exceptional influencing, facilitation, and communication skills coupled with analytical and critical thinking abilities.
• Ability to deal well with ambiguity. Can effectively shift focus and priorities comfortably, can decide and act without having the total picture, comfortable handling risk and adversity.
• Applies excellent interpersonal skills both in one-on-one situations and in larger group meetings.
• Proven ability to work independently and in cross-functional teams, with customers and key stakeholders through collaboration, adapting and consulting.
• Possess ability to work in team environment where collaboration and the knowledge transfer process are critical for success.
• Ability to build strong relationships both internal and external to the organization
• Exercises excellent judgment and possesses a keen attention to detail
• Demonstrates initiative, creativity and innovation to drive excellent customer results and satisfaction
• Demonstrates good judgment by anticipating the consequences of actions and weighing multiple, sometimes conflicting, priorities
• Ability to make good decisions and perform work independently to drive results given direction in the form of assigned goals objectives.
• Demonstrated ability to provide excellent service to diverse clients and maintain positive attitude in fast paced, dynamic environment
• Able to solve complex problems, and resolve disagreements with informed, rational debate.
• Acts with confidence and achieves results
• Builds credibility and trust
• Mind-set of continuous improvement and adapts quickly to change
• Strong computer application skills (Microsoft office suite, and others)
• Experience in managing projects and programs with cross matrix teams
• Ability to manage multiple projects simultaneously with exceptional organizational skills under pressure
• Strong process, project and program management skills
• Strong management skills in coaching, mentoring and training

Physical Requirements:

• Sit/stand/walk 8-12 hours/day
• Lift/carry/push/pull under and over 10lbs occasionally
• Keying frequency, handling, reaching, fine manipulation
Education and Experience:

• Minimum 8-10 years senior professional level experience in corporate or healthcare management environment.
• Minimum 5-7 years of experience in corporate or healthcare management environment with direct management responsibility for teams of 5 or more.     Minimum of 5 years of experience leading and directing large cross functional project teams.
• Bachelor’s degree in business, finance, management, or related field
• Certified coder, registered nurse, healthcare management or other medical field degree or certification for healthcare account focused positions preferred

Performant Financial Corporation is an Equal Opportunity Employer.

Performant Financial Corporation is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, national origin, ancestry, age, religion, gender, gender identity, sexual orientation, pregnancy, age, physical or mental disability, genetic characteristics, medical condition, marital status, citizenship status, military service status, political belief status, or any other consideration made unlawful by law.