Associate Client Success Manager

Sun Life • Baltimore, MD

3d

About The Position

The opportunity: The Associate Client Success Manager is responsible for maintaining and growing relationships between PinnacleCare and our group benefit clients, consultants, brokers, and strategic partners. This role works with clients within the assigned Client Success Managers portfolio and provides support in the primary daily needs for PinnacleCare clients and contributes to client satisfaction, retention and growth. How you will contribute: Ability to work with a diverse range of people Strong relationship building skills Excellent organizational and prioritization skills, follow through and the ability to management multiple clients matters simultaneously Project or Account coordination experience Excellent communication skills and sense of urgency Compelling communicator and service oriented Ability to navigate and adapt to a changing, fast paced work environment

Requirements

• Bachelor’s degree and a minimum of 2+ years in a client/customer account coordinator role
• Computer proficiency with MS Office and CRM database system
• Ability to travel up to 10% of the time mainly during client open enrollment periods

Nice To Haves

• Healthcare and demonstrated knowledge of group benefit or ancillary plans and products is highly preferred

Responsibilities

• Provides general support to the assigned Client Success Managers to provide proactive account management through the development of strong relationships and industry knowledge
• Communicates regularly with Client Success Managers to ensure client needs and expectations are consistently met or exceeded
• Acts as a liaison between PinnacleCare and the client regarding the provision of employee/group benefits services including service support, engagement, communications, technical support, operations, and overall member experience.
• Supports new account enrollment/implementation, and provides training and development of internal and external clients and associates as well as consultants/brokers. This includes managing employee eligibility, assisting with the development employee communication campaigns, reporting of aggregate employee utilization, etc.
• Facilities or assists in facilitation of resolutions of Client problems or concerns including but not limited to, handling unsatisfied group administrator calls, executive inquiries, and inappropriate requests for care
• Supports check-in calls on a monthly, quarterly, or otherwise regular basis to ensure proper utilization and overall service satisfaction.
• Actively participates in the development of PinnacleCare’s group benefit offerings and provides input and suggestions to enhance group administrator experience.
• Attends Client Benefit Fairs and interacts with PinnacleCare Members and client employees.
• Assists in creation of regular reporting to PinnacleCare management on overall program utilization, satisfaction, and development.

Benefits

• At Sun Life, we prioritize your well-being with comprehensive benefits, including generous vacation and sick time, market-leading paid family, parental and adoption leave, medical coverage, company paid life and AD&D insurance, disability programs and a partially paid sabbatical program.
• Plan for your future with our 401(k) employer match, stock purchase options and an employer-funded retirement account.
• Enjoy a flexible, inclusive and collaborative work environment that supports career growth.
• We’re proud to be recognized in our communities as a top employer.
• Proudly Great Place to Work® Certified in Canada and the U.S., we’ve also been recognized as a "Top 10" employer by the Boston Globe's "Top Places to Work" for two years in a row.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Number of Employees: 5,001-10,000 employees