The Account Executive Lead of our North American Market ensures that the business needs of our key client accounts are addressed proactively and efficiently. Responsibilities also include leading associated account manager(s) assigned to corporate clients within mandate. The role supports and facilitates client initiatives and growth in collaboration with Business Development, Leadership and is a key contributor to market intelligence and business development strategies.  As the client’s ambassador and primary contact on strategic and operational matters, the position involves working in close collaboration with operational and support teams across the organization to ensure that we provide an excellent service delivery and customer experience to our clients.

What does your typical day look like?

• Provide primary point of contact support to assigned strategic corporate clients within Canadian market on all operational matters;
• Ensure excellent client retention by demonstrating in depth knowledge of the client, their market, the industry and the value that GEM brings to the relationship;
• Continually strive to deepen and widen relationships with key account influencers;
• Oversee large or complex cases and effectively manage the escalation process, updating all stakeholders both internally and externally;
• Take leading role in identifying and implementing initiatives to assist our clients and GEM to be more efficient, profitable and improve customer experience;
• In collaboration with Business Development and Leadership, support action on  trend information to optimise account growth by addressing and understanding underlying causes of key trends;
• Identify and communicate opportunities for revenue growth within existing business;
• Take ownership of client visit organization, agenda and related reports to insure visit objectives are met; in collaboration with Business Development;
• Support Finance team in collection efforts for escalated cases and /or resolution of statement of accounts;
• Support implementation of  new clients, new products and services  effectively while meeting client and GEM requirements;
• Actively liaison with client in order to support the Corporate Client Initiative Team;
• Track key performance indicators and ensure clients receive timely and pertinent reporting regarding the activities and results of their books of business;
• Regularly monitor client’s key performance indicators (Savings / Medicare Performance / TAT / ..etc.) to identify factors that impact the relationship;
• Develop a good knowledge of clients in the Canadian market segment with regards to their ownership structures, risk models, complexity of product offerings and the impacts of US Healthcare and relevant Foreign health Care policy on their business;
• Develop and maintain an in depth knowledge of key economic, legislative and political issues within the Candian markets
• Support Business Development  in the preparation of annual sales budgets and quarterly forecasts;
• Escalate opportunities for growth within existing business to Business Development;
• Develop an in depth knowledge of the competitive landscape to assist the evolution of our products and service offerings;
• Create presentations to existing and potential clients;
• Demonstrate creative thinking and the ability to contribute to Strategic Market Development discussions;
• Lead a small team of one or more assigned Account Managers, which includes managing performance, setting clear objectives and expectations, providing regular feedback, supporting employee development and addressing concerns;
• Ensure assigned account manager(s) are receiving the proper level of client specific training and coaching in order to continually improve skills to deliver a high level of customer experience;
• Provide direction on the optimization of resource utilization and prioritization;
• Ensure the effective use of matrices or analytics to facilitate evaluation and mid-year review;
• Ensure assigned account manager(s) is continually deepening his/her market and client knowledge;
• Serve as a subject matter expert to provide strategic guidance within the North American Market.

What skills and training do you need?

• University degree or equivalent with minimum of 8 years of related work experience;
• Excellent communication skills in English and respective market language (verbal and written);
• Demonstrated success in managing clients;
• Available for travel as needed to achieve business goals;
• Excellent time management and prioritization skills;
• Knowledge of the principles of Strategic Account Management;
• Knowledge of Global Excel’s products and the realities of our clients;
• Knowledge of the Canadian, US and relevant international Healthcare systems;
• Knowledge of the key market issues;
• Knowledge of the principles of good customer experience;
• Excellent interpersonal and organizational skills;
• Creative thinking;
• Strong ability to persuade and influence others.

When you apply: 

If you require assistance or accommodation during our recruitment process, please notify Human Resources so that we can review and consider how we may be able to assist you based on your individual needs.

What do we offer you? 

• Three weeks of vacation;
• An extensive benefit package that includes health (100%), dental, life and travel insurance, as well as a retirement savings plan;
• A flexible and supportive work environment offering several benefits such as a telemedicine service, an employee assistance program;
• A company wellness program that includes an on-site gym, several employee engagement initiatives and more.

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