Account Manager

Job Description

The Account Manager leads individual client projects that include moderately complex survey designs, sampling designs, deliverables, and client timelines. The Account Manager is responsible for the set-up and ongoing maintenance for data collection and reporting for Press Ganey Member Experience products. This includes survey design, building, and report/dashboard configuration on multiple platforms. This person is the liaison between the client, the Press Ganey account team, and other stakeholders throughout the project and is expected to meet client expectations accurately and consistently, while developing relationships and identifying ways to delight their client contacts with value added service. The Account Manager role is responsible for managing Press Ganey’s moderately complex Health Plan clients. Portfolios will include multiple ongoing projects.

Duties and Responsibilities

Update survey design based on client goals and feedback

Program survey design into multiple different platforms

Make necessary updates to dashboard reporting

Partner with client through pre-launch testing

Manage project timeline (client facing and internal) to ensure on time survey launch, completion, and reporting

Lead kick off calls at the start of project in order to appropriately set client expectations

Track response rates, minimum number of respondents, and sampling to maximize data collection and achieve client’s goals

Ability to identify risk and proactively solve problems

Client support and regular status reports.

Provide support for service failures and service recovery

Act as an engaged and effective member of a team, working with cross-functional partners across the organization.