Strategic Account Manager, L&T

Overview:

The Strategic Account Manager for Labor and Trust is responsible for owning and growing client relationships across a defined book of business primarily in the Labor and Trust sector, ensuring retention, satisfaction, and long-term value realization.

This role sits at the intersection of client strategy and service delivery—requiring someone who can both manage day-to-day needs and elevate conversations to an outcomes-driven level.

Success in this role means not just maintaining accounts, but actively identifying risks, strengthening relationships, and driving measurable engagement and utilization of Uprise Health solutions.

Key Responsibilities

The Strategic Account Manager serves as the primary contact for assigned clients and their brokers/consultants, and is responsible for maintaining and growing long lasting partnerships within their book of business.  They will consistently provide excellent customer service to their accounts, oversee renewals and upsells and ensure execution on both. They represent the clients’ needs and goals within Uprise Health and ensures accurate communication of those needs to various internal departments.

1. Client Ownership & Relationship Management

• Responsible for all client communications, including proactive communications, and the efficient completion of client deliverables
• Serve as the primary point of contact for assigned clients and brokers 
• Build and maintain strong relationships across HR, leadership, and key stakeholders, including clients’ benefits consultants and brokers
• Lead and managing regularly cadenced calls/meetings, as well as onsite or virtual QBR’s, aggregate end-of-year reporting, renewal discussions, and facilitate all strategic success planning initiatives
• Ensure clients feel supported, heard, and confident in Uprise as a partner 
• Responsible for accurate and timely reports related to marketing and service goals

1. Retention & Growth

• Responsible for growing accounts through retaining existing contracts and upselling new solutions
• Own client retention across your book of business 
• Proactively identify at-risk accounts and execute recovery strategies 
• Lead renewal strategy, including pricing, positioning, and negotiation support 
• Identify opportunities for expansion (buy-ups, additional services, enhanced offerings) 

1. Account Management

• Responsible for developing, maintaining and executing tailored Strategic Account Plans (SAP)
• Translate client goals into actionable account strategies 
• Position Uprise solutions in terms of business impact (engagement, wellbeing, productivity) 
• Partner with brokers to strengthen alignment and influence renewal outcomes 
• Deliver value storytelling backed by data and outcomes 

1. Program Performance & Engagement

• Monitor utilization, engagement, and key performance indicators 
• Identify trends and recommend strategies to improve performance 
• Partner with internal teams to execute engagement campaigns and initiatives 
• Ensure clients understand and maximize available services 

1. Operational Execution

• Coordinate cross-functional support across operations, clinical, and product teams 
• Manage escalations and ensure timely resolution of client issues 
• Maintain accurate account documentation and activity tracking in Salesforce 
• Support implementations, renewals, and ongoing service delivery needs 

1. Internal Collaboration

• Act as the voice of the client internally 
• Provide feedback to product and leadership based on client insights 
• Partner with sales, operations, and leadership to ensure alignment and execution 
• Contribute to process improvements and standardization across the team 

Essential Education and Experience:

• • • 7+ years of experience in account management, client success, or customer-facing roles in the Labor and Trust market
    • Demonstrated success in client retention, relationship management or sales in the Labor and Trust market
    • Experience in healthcare, behavioral health, EAP, or employer benefits strongly preferred 
    • Proven ability to manage multiple accounts and priorities effectively 
    • Strong communication and relationship-building skills 
    • Experience leading client meetings and presenting to stakeholders 
    • Ability to navigate ambiguity and operate in a fast-paced environment 
    • Excellent interpersonal skills and professional etiquette
    • High accuracy in work, strong attention to detail
    • Ability to communicate effectively, both verbally and in writing
    • Adaptability and strong problem-solving skills
    • Strong computer skills, especially MS Office and ability to work with Internet based programs
    • Ability to meet deadlines and work effectively as an individual and to effectively assist others in meeting team goals
    • Ability to analyze data and produce required reports and analyses using appropriate software programs
    • Willingness to travel nationally and to attend meetings and/or conferences as requested.
    • Must represent the company in a professional manner
    • Punctuality and good attendance expected
    • Strong presentation skills and comfort in speaking to/with all levels of an organization
    • Bachelors degree preferred

    What Success Looks Like

    • High client retention and renewal rates 
    • Strong client relationships with multi-threaded stakeholder engagement 
    • Growth of accounts through upsells and cross-sales
    • Increased utilization and engagement across accounts 
    • Early identification and mitigation of risks 
    • Consistent delivery of value and strategic insight to clients 

    Key Competencies

    • Reliability: Consistent follow-through and responsiveness 
    • Proactiveness: Anticipates issues and takes initiative 
    • Accountability: Owns outcomes and resolves challenges 
    • Strategic Thinking: Connects services to client business goals 
    • Communication: Clear, confident, and client-ready 

    Reality Check (What This Role Actually Requires)

    This is not a passive account management role. You will be expected to:

    • Manage competing priorities across multiple clients 
    • Handle escalations and difficult conversations 
    • Work through internal ambiguity and evolving processes 
    • Take ownership without waiting for direction
    • Position yourself as a trusted partner to clients and their benefits consultants

Working Environment:

While performing the duties of this role, the employee regularly works in a remote home office environment using office equipment including telephone and computer systems. Verbal and written communication, sitting, typing, reading, and computer work are required to perform the essential functions of this role.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the position.

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.