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Implementation Account Manager information

What is an implementation account manager?

An Implementation Account Manager is a professional responsible for overseeing the onboarding and successful setup of new clients or accounts for a company’s products or services. They act as a liaison between clients and internal teams, ensuring smooth integration, addressing client needs, and resolving any issues that arise during the implementation process. Their goal is to ensure clients experience a seamless transition and are satisfied with the company’s solutions, setting the stage for long-term relationships.

What are the key skills and qualifications needed to thrive as an implementation account manager?

To thrive as an Implementation Account Manager, you need strong project management, client relationship, and problem-solving skills, often supported by a bachelor’s degree in business or a related field. Familiarity with CRM platforms, project management tools like Asana or Trello, and data analysis systems is commonly required. Exceptional communication, organization, and adaptability help you manage client expectations and navigate changing project requirements. These abilities are crucial for ensuring successful client onboarding, smooth solution deployment, and sustained client satisfaction.

What is the difference between Implementation Account Manager vs Customer Success Manager?

AspectImplementation Account ManagerCustomer Success Manager
Primary FocusOnboarding and implementing products/services for new clientsOn ongoing client retention and satisfaction
Work EnvironmentProject-based, often during initial deploymentRelationship management over time
Required CredentialsRelevant industry certifications, technical knowledgeCustomer service, communication skills
Employer & Industry UsageTech, SaaS, IT servicesTech, SaaS, consulting

While both roles involve client interaction, Implementation Account Managers focus on deploying products and ensuring successful onboarding, whereas Customer Success Managers work to maintain long-term client relationships and satisfaction. Understanding these differences helps in choosing the right career path or job search focus.

How does an implementation account manager typically collaborate with cross-functional teams during a client onboarding project?

Implementation Account Managers regularly coordinate with sales, product, technical support, and customer success teams to ensure a seamless client onboarding experience. They serve as the main point of contact, translating client requirements into actionable tasks for internal teams, and troubleshooting any issues that arise. Effective communication and project management are essential, as the role involves balancing client expectations with internal capabilities and timelines. Successful collaboration not only ensures a smooth implementation but also sets the foundation for long-term client satisfaction.
What are popular job titles related to Implementation Account Manager jobs in Connecticut? For Implementation Account Manager jobs in Connecticut, the most frequently searched job titles are:
What job categories do people searching Implementation Account Manager jobs in Connecticut look for? The top searched job categories for Implementation Account Manager jobs in Connecticut are:
What cities in Connecticut are hiring for Implementation Account Manager jobs? Cities in Connecticut with the most Implementation Account Manager job openings:
Implementation Account Manager jobs near you
Infographic showing various Implementation Account Manager job openings in Connecticut as of August 2026, with employment types broken down into 1% As Needed, 86% Full Time, 12% Part Time, and 1% Contract. Highlights an 91% Physical, 2% Hybrid, and 7% Remote job distribution.

National Account Onsite Service Account Manager

UnitedHealth Group

Groton, CT • On-site

Full-time

Retirement

Posted 26 days ago

UnitedHealth Group rating

7.6

Company rating: 7.6 out of 10

Based on 146 frontline employees who took The Breakroom Quiz

186th of 887 rated healthcare providers

Job description

This position is Onsite. Our office is located at Groton, CT.
At UnitedHealthcare, we're simplifying the health care experience, creating healthier communities and removing barriers to quality care. The work you do here impacts the lives of millions of people for the better. Come build the health care system of tomorrow, making it more responsive, affordable and optimized. Ready to make a difference? Join us to start Caring. Connecting. Growing together
The National Account Onsite Service Account Manager (SAM) is a client-embedded role responsible for delivering high-touch, end-to-end service support for one or more strategic National Account clients. This role is positioned to serve as the primary day-to-day contact for complex service needs, providing real-time resolution, issue tracking, and benefit navigation support for client HR and benefit teams.
Operating either onsite or in a hybrid capacity, the Onsite SAM builds strong, trusted relationships and helps bridge the gap between client expectations and internal operations. This includes managing escalations, identifying service trends, coordinating cross-functional solutions, and supporting initiatives that improve the overall member experience. The SAM ensures the delivery of timely, accurate and consistent service that aligns with both contractual obligations and UnitedHealthcare's commitment to excellence.
The ideal candidate is service-driven, solutions-oriented, and highly collaborative- with the ability to navigate complex benefit plans, support strategic conversations, and act with professionalism in high-visibility settings.
This position is full time. Employees are required to have flexibility to work any of our shift schedules during our normal business hours of 8:00 am - 5:00 pm. It may be necessary, given the business need, to work occasional overtime.
This will be on the job training and the hours during training will be during normal business hours.
Primary Responsibilities:
  • Client Relationship Management
    • Serve as the day-to-day, client-facing point of contact for HR and benefit staff at a designated National Account client
    • Build and maintain trusted relationships with key client stakeholders through consistent, proactive engagement
    • Support scheduled onsite or virtual service meetings, including benefit fairs, open enrollment sessions, and operational reviews
    • Provide guidance on benefit design, claims inquiries, and member-level concerns, translating complex information into client-ready communication
  • Escalation & Issue Resolution
    • Own the end-to-end resolution of service-related issues, including claim disputes, eligibility inquiries, and benefit misinterpretations
    • Partner with internal teams (e.g., Claims, Clinical, Provider Services, Pharmacy) to drive timely and accurate resolution of escalations
    • Document service issues and track resolution timelines using internal tools; maintain visibility and accountability across stakeholders
    • Identify and escalate recurring trends or patterns in service issues that require cross-functional attention or root cause resolution
  • Reporting & Service Insights
    • Provide the client with regular updates on issue resolution, open items, and trending concerns
    • Support internal and external service reporting, ensuring data is accurate, relevant, and tailored to the client's needs
    • Collaborate with internal partners to translate operational data into meaningful service insights
    • Monitor performance metrics, service guarantees, and client expectations to support transparency and trust
  • Cross-Functional Collaboration
    • Act as a liaison between the client and internal business areas to coordinate seamless delivery of services
    • Collaborate with Account Management, and Operations to align service delivery with broader client goals
    • Participate in internal meetings to provide client insights, voice of the customer feedback, and early risk identification
    • Support implementation of new benefits, vendor integrations, or service enhancements that affect the client experience
  • Operational Excellence & Client Education
    • Reinforce standard processes and service protocols while remaining client-centric in approach
    • Educate client contacts on tools, self-service protocols while remaining client-centric in approach
    • Identify opportunities to streamline service workflows or reduce preventable escalations
    • Represent UnitedHealthcare's brand and commitment to excellence without surprises in every interaction
  • Onsite & Multi-Site Support Expectations
    • Maintain a regular onsite presence and travel across multiple client locations as needed
    • Assess site-specific needs and tailor onsite support, education, and engagement accordingly
    • Balance enterprise consistency with local customization to ensure equitable support across locations

You'll be rewarded and recognized for your performance in an environment that will challenge you and give you clear direction on what it takes to succeed in your role as well as provide development for other roles you may be interested in.
Required Qualifications:
  • High School Diploma / GED OR equivalent work experience
  • Must be 18 years of age OR older
  • 5+ years of experience in a relevant healthcare, insurance, OR service delivery role
  • 3+ years of experience in client-facing roles within healthcare, insurance, OR benefit administration
  • Success managing complex service escalations and acting as a liaison between internal operations and external clients
  • Experience supporting National Account OR large employer group clients with customized benefit configurations
  • Experience working in matrixed environments with cross-functional teams (e.g., Sales, Clinical, Provider Services, Member Services, Operations)
  • Background in claims processing, eligibility, enrollment, and service operations
  • Ability to travel domestically up to 75% of the time (site visits)
  • Ability to work full time. Employees are required to have flexibility to work any of our shift schedules during our normal business hours of 8:00 am - 5:00 pm.

Preferred Qualifications:
  • Ongoing training OR certifications in customer experience, healthcare compliance
  • Onsite OR embedded service experience with employer group clients
  • Experience in using internal service tools (e.g., Salesforce, ServiceNow, ACET) and report delivery platforms
  • Knowledge of HIPAA regulations, service guarantees, and performance tracking
  • Familiarity with National Account (large employer group) self-funded plans

Pay is based on several factors including but not limited to local labor markets, education, work experience, certifications, etc. In addition to your salary, we offer benefits such as, a comprehensive benefits package, incentive and recognition programs, equity stock purchase and 401k contribution (all benefits are subject to eligibility requirements). No matter where or when you begin a career with us, you'll find a far-reaching choice of benefits and incentives. The salary for this role will range from $72,800 - $130,000 annually based on full-time employment. We comply with all minimum wage laws as applicable.
At UnitedHealth Group, our mission is to help people live healthier lives and make the health system work better for everyone. We believe everyone-of every race, gender, sexuality, age, location, and income-deserves the opportunity to live their healthiest life. Today, however, there are still far too many barriers to good health which are disproportionately experienced by people of color, historically marginalized groups, and those with lower incomes. We are committed to mitigating our impact on the environment and enabling and delivering equitable care that addresses health disparities and improves health outcomes - an enterprise priority reflected in our mission.
UnitedHealth Group is an Equal Employment Opportunity employer under applicable law and qualified applicants will receive consideration for employment without regard to race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, or protected veteran status, or any other characteristic protected by local, state, or federal laws, rules, or regulations.
UnitedHealth Group is a drug - free workplace. Candidates are required to pass a drug test before beginning employment.
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