SureCo - Account Manager

SureCo

About SureCo

SureCo is a leading ICHRA (Individual Coverage Health Reimbursement Arrangement) platform helping employers modernize their benefits strategy. We combine cutting-edge technology with exceptional service to deliver member experiences that set us apart in the market.

Role Overview

As an Account Manager, you will take the lead on customer accounts, managing day-to-day relationships and coordinating resources to ensure exceptional customer experiences. Working within a tiered account management structure, you'll receive mentorship and support from senior team members while building expertise in the ICHRA business and developing your account management capabilities.

Key Responsibilities

Customer Relationship Management

• Serve as primary point of contact for assigned customer accounts
• Own day-to-day customer health and satisfaction for your portfolio
• Lead Annual Benefits Planning (ABP) process for assigned accounts with senior AM guidance and support
• Build strong relationships with brokers and customer HR teams
• Coordinate (not execute) customer requests across internal teams

Customer Lifecycle Management

• Support new customer onboarding by coordinating with cross-functional teams
• Identify customer complexity signals and categorization (red/yellow/green profiles)
• Monitor customer health indicators and escalate concerns appropriately
• Engage with sales team during sales process to understand customer context and set appropriate expectations

Coordination & Problem-Solving

• Triage customer issues and route to appropriate internal teams
• Maintain awareness of escalation status and communicate next steps to customers
• Coordinate resources to create exceptional member experiences during critical situations
• Partner with senior account managers on complex situations and escalations

Professional Development

• Participate in comprehensive training program covering ICHRA fundamentals, customer management, and internal systems
• Collaborate with senior account managers on complex accounts and strategic customer interactions
• Develop expertise in contribution modeling, compliance requirements, and carrier relationships
• Contribute to team process improvements based on frontline insights

Required Qualifications

• 2+ years of customer-facing experience in account management, customer success, or client services
• Strong organizational and coordination skills
• Excellent written and verbal communication abilities
• Ability to learn complex products and systems quickly
• Customer-first mindset with focus on problem-solving
• Benefits, insurance, or healthcare experience helpful but not required

What Success Looks Like

• High customer satisfaction and retention for assigned accounts
• Proactive communication that keeps customers informed and confident
• Appropriate escalation of issues with clear context and urgency
• Demonstrated growth in handling increasingly complex customer situations
• Effective coordination across teams without getting stuck in task execution

Compensation

• This is a 100% remote position (aligned with US Pacific Time) with an annual salary of $85,000 plus bonus based on company performance and customer retention goals.
• Anticipated start date: Week of May 1, 2026

Our business is fast-paced and will continue to evolve. As such, the duties and responsibilities of this role may be changed as directed by the Company at any time to promote and support our business needs.

Join us at SureCo and be a part of a team that is making a difference in the healthcare industry. Your dedication and expertise will help us continue to provide exceptional service and innovative solutions for our customers.