Senior Client Service Manager - National

Job Title

This job partners with assigned Client Managers to maintain and grow existing business and ensure that positive account relationships are maintained. The incumbent assists in the preparation of proposals, meeting materials and/or sales collateral during the account renewal process. Evaluates, recommends and implements processes to ensure that account objectives are met. Serves as the sales liaison between group administrators and the Organization's internal departments for problem resolution.

The incumbent manages groups and contracts generally spanning greater than 1,000. Includes National accounts, Labor groups, select commercial accounts, and strategic government, school, county, or city businesses. The accounts are generally non-standard and complex, involving multiple, custom products and benefit designs.

This is a hybrid based role in Pittsburgh, PA - 3 days a week onsite - T, W, TH.

Essential Responsibilities

• Partner with assigned Client Manager(s) to maintain and grow existing business and ensures positive account relationships are maintained.
• Assist in the preparation of benefit design analysis for specialized proposals and quotes.
• Run financial reports or performs basic financial analysis on utilization data and market research and analysis.
• Develop detailed specifications for implementation of new products for clients.
• May conduct enrollment meetings during the account renewal process.
• Analyze operational business problems and provide problem resolution and effect change to all facets of the company. (i.e. address benefit and administrative issues and recommend alternative solutions for the account, etc.)
• Leverage internal resources to bring the best service and problem resolution to assigned accounts.
• Work closely with Sales Support Analysts responsible for account processing and set-up to ensure accurate and seamless service delivery.
• Develop documents and processes to ensure effective communication via work plans for all account implementation activities.
• Function as the primary contact for the resolution of the day to day account service issues.
• Support customers during the implementation of sales contracts and throughout the relationship by resolving difficult issues in a timely and professional manner; taking responsibility for customer satisfaction and loyalty.
• Adapt procedures, processes to meet the more complex requirements of the position.
• Provide direction to other incumbents.
• Solve complex problems taking a broad perspective and developing innovative solutions.
• Other duties as assigned or requested.

Education

Required:

None

Substitutions:
None

Preferred:
None

Experience

Required:

3 or more years of related, progressive experience

Preferred:
None

Licenses and Certifications

Required:

State specific Producer License's for Life, Accident & Health are required or must be obtained within 45 days of hire

Preferred:
None

Skills

• Service orientation
• Diligence
• Problem Solving
• Communication
• Drive for Results
• Evaluates Critically
• Influence, Persistence & Resilience
• Planning and Organizing

Scope of Responsibility

Does this role supervise/manage other employees?

No

Work Environment

Is Travel Required?

Yes