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Channel Account Manager in Jacksonville, FL at One Call

Date: 10/6/2018

Job Snapshot

Job Description

Channel Account Manager

This position is key to the development of both existing and newly implemented channel partner relationships. The Channel Development Manager is responsible for managing and monitoring internal workflows associated with the Channel Partner to ensure SLAs are met. The Channel Partner Manager will also lead strategic discussions surrounding growth opportunities with the Channel Partner and be responsible for collaborating with internal members throughout the enterprise to ensure adequate solutions are provided for any Channel Partner, Customer, or One Call concerns.   The role requires extensive knowledge relating to One Call’s business as well as experience interfacing with workers’ compensation clients and a comprehensive understanding of workers’ compensation vernacular.


GENERAL DUTIES & RESPONSIBILITIES:
  • Develop and maintain strategic partnerships with Channel Partners regarding relevant service and provide solutions through consultation that will provide value and growth for the customer and One Call Care Management.

  • Lead recurring status, results, and strategy development meetings with appropriate internal parties (i.e. sales, operations).

  • Provide key information for use of the development of annual budget and financial growth goals for assigned Channel Accounts.

  • Responsible for ensuring that all needs of the Channel Partner are clearly conveyed to internal parties and manage all actionable tasks associated with the solution of those needs, delegating as needed with internal members throughout the enterprise.

  • Gather and understand customer business objectives and requirements and lead the implementation of solutions, services or changes with a cross functional team across One Call Business Units and Shared Services as well as the customer organization. 

  • Create procedures and workflows and/or review and approve created procedures and workflows to ensure there are favorable outcomes related to the Channel Partner agreement.

  • Partner with the E-Commerce Team to establish processes that will work best for each customer’s unique business model, and implementing them in the best interests of One Call and the customer.

  • Evaluate customer requirements and identify gaps in service or technical capabilities, lead the action planning process to address gaps and communicate appropriate expectations to sales/client.

  • Collects and analyzes process data to develop business practices and procedures that focus on increased productivity and reduced cost.

  • Review all available reports and data, as well as other performance data to measure productivity and goal achievement and to target areas that may need pricing modifications and/or program improvement.

  • Uses knowledge of industry requirements to develop or modify business process.

  • Oversees the coordination of rollouts and training with the customer when applicable.


EDUCATIONAL REQUIREMENTS:
  • An experienced leader preferably in the worker’s compensation field. Bachelor’s degree or four to six years related experience and/or training; or equivalent combination of education and experience.


GENERAL KNOWLEDGE, SKILLS & ABILITIES:
  • Exceptional influence management

  • Strong Project management skills

  • Strong communication skills – written, oral, facilitation, negotiation, conflict resolution

  • Must be detail-oriented and able to understand and communicate business requirements and product functionality.

  • Ability to work under strict deadlines and short turnaround time frames.

  • Requires experience with Microsoft Office, specifically in Word, Excel, PowerPoint, Salesforce.com and Visio.

  • Exceptional teamwork skills in leading and collaborating with others.

  • Operational understanding of One Calls value proposition and business workflows 

  • Ability to work independently in an environment with fluid priorities and multiple stakeholders

  • Ability to interface with IT and understand/communicate technical requirements

  • Ability to ask incisive questions and challenge assumptions to uncover potential barriers to success


PHYSICAL/EMOTIONAL DEMANDS & WORK ENVIRONMENTS:
  • For roles located in office or home settings; this job is primarily sedentary and may involve repetitive motions; the employee is regularly required to sit, use hands and fingers, speak, and hear.

  • For roles located in the field; this job is primarily active; the employee is regularly mobile and must be able to utilize transportation (such as driving), sit, use hands and fingers, speak, and hear.

  • The employee is occasionally required to stand, walk, and lift objects (up to 10 lbs. weight; up to 4 ft. height).

  • Specific vision abilities required by this job include ability to see things from a close distance and ability to adjust focus.

  • The work environment utilizes florescent lighting; noise level is moderate.

  • The emotional demand of the job may cause undue stress from, but not limited to, moderate/heavy workload.

  • Reasonable accommodations will be individually assessed and possibly made to enable individuals with disabilities to perform the essential functions of the position.

  • Please be advised the job description is subject to change at any time.

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