Account Management Specialist

Overview

At Falck Global Assistance, we strive to provide innovative solutions to meet new challenges and provide more people access to healthcare and safety services all over the world, 24/7/365. We do this by combining our skills, experience, and innovation – and our global workforce and networks of hospitals, air ambulances, clinics, doctors, and security specialists – to help people when they need us. Our work is different every day, and the incidents we manage vary in terms of need, severity, and geography and require a team approach to solving. Our employees feel a strong sense of purpose because they are able to help people navigate complex challenges every day.

Based in Lake Mary, Florida, Falck Global Assistance is a business unit of the Falck Group. Falck is a company headquartered in Copenhagen, Denmark. Our services are used by numerous companies in various business sectors to deliver services related to health and safety. Falck Global

Assistance ensures that our customers are always in safe hands, wherever and whenever they travel. We are committed to a broad definition of diversity; diversity not only enhances our performance, but it enables us to reflect the diversity of the communities we serve and ensure that we deliver excellent service to our customers. To be the best, we need the best. At Falck Global Assistance, our best begins with you.

Falck Global Assistance offers the following amazing benefits:

• Competitive Pay
• Medical, Dental & Vision
• Short & Long-Term Disability
• Life Insurance
• Paid Time Off
• Robust 401(k) plan
• Supplemental Insurance (Cancer, Accident, Hospital)
• Employee Assistance Program
• FSA
• Employee Discount Program
• Remote and hybrid working

Job Summary

As a key member of the Customer Experience team, your main objective as an Account

Management Specialist is to design, manage and implement strategies to create exceptional customer experiences throughout their entire journey. This position reports to the Sr. Director of Corporate Strategy. This is currently a remote position but may be hybrid in the future.

Primary Functions:

Under the supervision and collaboration of the Sr Director of Corporate Strategy, this role will:

1. Collaborate and lead the setup in our system for new customers and customer renewals.

2. Collaborate in the creation, approval, and delivery of customer reporting.

3. Design and implement customer feedback and satisfaction surveys.

4. Manage and coordinate customer renewals, notices, proposals, and implementations.

5. Manage Extranet for internal and external customers.

6. Lead customer monthly and quarterly meetings.

7. Develop and execute strategies to enhance customer experience across all touchpoints

(LinkedIn, phone, email, social media).

8. Collaborate with other departments (Finance, Operations, Network and Medical) to ensure a seamless and consistent customer experience.

9. Stay up to date on emerging customer experience trends and technologies.

10. Proactively identify new opportunities to improve customer satisfaction and loyalty.

11. Leads and coordinates projects as needed.

12. Must be flexible in working hours to accommodate other time zones.

13. Some occasional travel required.

Education and Experience

1. Bachelor’s Degree and/or equivalent work experience (preferred or a plus)

2. Minimum 2 years work experience in a health insurance, healthcare, or international medical assistance setting or customer experience role.

3. Strong analytical and problem-solving skills.

4. Excellent communication and interpersonal skills, both written and verbal.

5. Ability to work effectively in a fast-paced, dynamic environment.

6. Data-driven approach with a passion for understanding customer insights.

7. Strong social media and Microsoft office skills including Power Point, Excel, and Word.

8. Proven ability to collaborate effectively with cross-functional teams.

9. Experience with customer experience management (CXM) methodologies or tools is a plus (but not required).

Knowledge and Skills

1. Computer competency required

2. Ability to relate well to people

3. Ability to work under pressure with time constraints in a changing environment

4. Ability to effectively communicate both verbally and written

5. Sustain interpersonal relationships which encourage openness, candor, and trust, both internally and externally

6. Maintain company information in a confidential manner

7. High speed internet required.

Additional Qualifications:

• Bilingual a plus, (but not required)
• International travel or living experience a plus, but not required

Reporting Relationship:

Reports to the Sr Director of Corporate Strategy

Physical Requirements:

1. Ability to sit, stand and or walk for extended periods of time.

2. Ability to view a computer screen for extended periods of time.

3. Ability to perform repetitive hand and wrist motions for extended periods of time.

4. Occasional travel required and could be domestic or international.

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Experience level:

• 2 years

Schedule:

• 8 hour shift
• Monday to Friday

Work Location: Remote