Account Manager

Sun Life•Wellesley, ME

4d•Hybrid

About The Position

The Account Manager (AM) for our Health & Risk Solutions Client Success group is responsible for the overall relationship and financial management of a portfolio of HR&S clients, brokers, and third-party administrators (TPAs). This role serves as a key strategic relationship management resource, partnering internally and externally to drive long-term growth, financial outcomes, and persistency. The AM collaborates with Sales Coordinators (SC), Stop Loss Specialists (SLS), Clinical teams, and internal partners to support account execution, deliver expert recommendations, and ensure a seamless client experience. Sun Life embraces a hybrid work model that balances in-office collaboration with the flexibility of virtual work. Our team members and leaders are expected to foster connection and teamwork by being present in the office at least 2 days per week.

Requirements

Bachelor’s degree and 1–3 years of experience in Group, Stop Loss, and Self-Funded insurance.
Proven ability to deliver strong customer service and build effective client relationships with professionalism and responsiveness.
Exceptional verbal, written, and interpersonal communication skills, including strong presentation capabilities.
Demonstrated success in negotiation, persuasion, and solutions-based service requiring cross-department collaboration.
Strong organizational, prioritization, and multitasking skills with the ability to manage multiple tasks in a fast-paced environment.
Strong critical thinking and problem-solving skills with the ability to assess needs and recommend solutions.
Ability to work independently and collaboratively while maintaining professionalism, accountability, and a results-oriented mindset.
Proficiency in Microsoft Office, including Excel, and experience using CRM tools to track and manage account activity.
Strong collaboration, listening, influencing, and conflict resolution skills.

Responsibilities

Establish and maintain strong relationships with clients, brokers, TPAs, and internal partners, serving as a key point of coordination while partnering across Distribution, Underwriting, Clinical, Claims, and Premium teams to ensure seamless implementation and alignment on client needs.
Manage the full lifecycle of assigned business, including prospect activity, sold case implementation, renewal inventory, and contract delivery in partnership with Sales Coordinators (SC) and Stop Loss Specialists (SLS), while driving account performance, financial outcomes, and persistency.
Conduct proactive outreach through calls, emails, and meetings to assess, clarify, and validate client needs, provide education, and recommend innovative solutions to address complex challenges.
Leverage strong negotiation and influencing skills to align client needs with business objectives and deliver mutually beneficial outcomes.
Manage escalated service issues, including those from SLS, by identifying root causes, coordinating resolution across internal teams, and developing solutions that enhance the client experience while considering business impact.
Oversee eligibility, engagement strategies, communication campaigns, and employee utilization for Health Capabilities products while maintaining in-depth knowledge of HR&S products, services, processes, and the self-funded competitive landscape.
Use Salesforce and CRM tools to manage account activity, document client and broker interactions, ensure timely completion of tasks, and proactively communicate delays while contributing to process improvement through CRM development, CI tools, and workflow updates.
Collaborate with SLF personnel across support, service, and leadership teams to meet client expectations, deliver value-added solutions, and achieve growth and persistency objectives.
Support Client Services initiatives in partnership with Senior Account Managers, including building strong relationships with SLMM partners.
Provide guidance and support to internal partners, contributing to team effectiveness through collaboration, knowledge sharing, and mentorship where appropriate.