Account Management Director Insurance

Spectrum.Life is a whole-of-health digital partner that guides organisations and their people to thrive, delivering clinically backed digital health, mental health and wellbeing solutions.

Our HealthTech delivers digital transformation for Insurers, Educators and Employers through Co-creation or seamlessly integrated out-of-the-box solutions, that decrease digital fragmentation and engage, empower, and transform their people’s lives.

Established in 2018 by Stuart McGoldrick and Stephen Costello, Spectrum.Life provides services internationally to over 7.2m insurance members, 3,000 corporate clients, 60 universities and 650,000 university students. Spectrum.Life currently employs over 260 people, including over 125 clinicians.

Our vision is to change and save as many lives as possible.

ROLE BRIEF

Spectrum Life has grown its Insurance partnerships significantly in the UK and is now seeking an experienced strategic account director to lead relationship management, engagement and development in this key market segment

The Account Management Director Insurance will be accountable for leading a relationship with one of our key Insurance partners, and be accountable for all facets of this relationship including commercial growth, contractual performance, proposition development, escalation management, service reporting and relationship governance.

The role will report to the Chief Customer Officer and will have a broad commercial scope of influence across the Executive Commercial Leadership teams, helping to shape and develop our overall insurance customer strategy.

An additional accountability within the role will be the development of Spectrum Life’s Customer Health monitoring and improvement framework. Accountabilities for this facet of the role will include the design, scoping and implementation oversight of a new customer health scoring approach. Once implemented accountability will shift to the monitoring and of Customer Health performance and the development of improvement plans.

We are seeking a growth orientated commercial leader experienced in supporting large strategic clients in the healthcare sector with a range of digital and health service products, who has a proven track record of success in high value commercial relationship management. The successful candidate will also have experience in Customer Health programme design, implementation and improvement.

Responsibilities:

Strategic Customer Success Management:

• Develop and execute a comprehensive strategy for the Insurance partner, emphasising upselling, cross-selling, high customer satisfaction, and extensive product adoption.

• Model strategic customer management, deploying a blueprint that emphasises upsell, cross-sell, impeccable customer satisfaction, and extensive product uptake.

• Lead process optimisation to streamline the customer journey, elevating their experience and bolstering business growth.

Drive True Value for Customers:

• Establish trusted relationships with decision-makers in the insurance partner, serving as the primary point of contact.

• Understand each partner’s strategic goals, making recommendations based on Spectrum Life’s products and services.

• Gather valuable feedback from partners for continuous product improvements.

• Maintain expertise on industry trends, practices, and the competitive landscape in the insurance sector.

Lead Cross-Functionally to Drive Success:

• Collaborate with internal teams to ensure customer expectations are met and exceeded.

• Work closely with our Clinical teams to ensure our service delivery is optimised to customer expectations and develop new innovative service approaches for our insurance customers.

• Work closely with Product and Technology teams to track enhancement requests for future features and functionality.

• Develop new materials, such as presentations and onboarding plans, to improve organisational structure and client relationships.

• Partner with Sales to develop a plan for customer success and expansion, aiming to achieve growth goals within the insurance partner.

Be the Best Advocate of Spectrum Life Products:

• Maintain a deep understanding of our solutions, discussing the most relevant features/functionality tailored to the insurance sector’s needs.

• Develop customer stories, case studies, and client references specific to the insurance partner

• Strive to understand all the tools the insurance partner uses and champion how to better measure and provide the best experience possible.

• Develop and teach best practices around analysis and insights to both the client and throughout Spectrum Life.

Lead the development of Customer Healthscore Model

• The construction of a customer Healthscore model.

• Assist in the construction of bi-annual customer sentiment surveys for each sector and incorporate the results into the Healthscore.

• Once the Healthscore model is agreed, assist with the selection and implementation of a Salesforce Customer health reporting tool.

Desired Qualifications and Experience:

• 5+ years of account management at a SaaS company or other relevant organisations working with large clients.

• Proven experience in managing large strategic clients within the healthcare or insurance sector.

• Excellent communicator in-person, on the phone, through email and over web presentations

• Strategic thinker with the ability think and respond quickly in front of customers

• Experience with the design, development, implementation, monitoring and improvement of Customer Healthscore initiaitves

• Strong organisational skills with keen attention to details

• Deeply analytical: use frameworks, data, and analytical tools to help structure the team’s thinking, facilitate alignment across multiple senior stakeholders, and reach

• Insightful, actionable answers to challenging and ambiguous problems

• Experience working with cross functional teams

• Passionate about consumers and the technologies that serve them

• Strong focus on user needs and an intellectual curiosity about the products that help to meet them

• Passionate about Health and Wellbeing

WHAT ARE THE BENEFITS OF WORKING AT SPECTRUM.LIFE?

• Full-time permanent contract

• Competitive salary (Dependent on experience).

• In-office, remote or hybrid working options

• 25 days annual leave

• 24/7 EAP and a wide range of health and wellbeing supports

• Extensive list of employee perks and benefits https://app.box.com/s/6wwkvowb… (https://app.box.com/s/6wwkvowbev6cn7tlvq9yz32amnpmnvcl)