Capital Region)

Excellus BCBS•Albany, OR

1d•$23 - $47•Onsite

About The Position

This role is for a Client Manager I, II, or III, with the specific level determined by experience and qualifications. The position requires the candidate to reside in the Albany, NY / Capital Region due to onsite/in-person expectations and business needs. The Client Manager acts as an internal servicer, supporting external sales executives by managing client deliverables, handling escalations, and serving as the primary liaison between the Commercial Growth department and other internal departments. The role involves developing partnerships, managing client issues, preparing for client meetings, and analyzing benefit plan designs. Higher levels (II and III) involve more autonomy, handling more complex clients, and potentially leading process improvement initiatives and representing the company at external events.

Requirements

High school diploma or GED required.
NYS Life, Accident and Health Insurance License required or secured after 90 days of hire (Level I & III).
Minimum of two (2) year’s relevant experience (Level I).
2 years’ experience working with cross departmental colleagues required (Level I).
Minimum of four (4) year’s relevant experience (Level II).
4 years’ experience in B2B servicing or support required (Level II).
4 years’ experience working with external stakeholders required (Level II).
Minimum of ten (10) year’s relevant experience (Level III).
10 years’ experience in health care, insurance or third-party administrator setting required (Level III).
10 years’ experience in B2B sales support is required (Level III).
10 years’ experience working with external stakeholders required (Level III).
Must have access to reliable transportation.
If driving a vehicle for CDPHP business, employee must have valid driver’s license, current inspection and appropriate insurance coverage in effect at all times.

Nice To Haves

Some prior client management or client servicing experience (Level I).
Some understanding of service, support, sales and retention concepts with clients or prospects of limited scope and complexity with management oversight (Level I).
Some prior client management or client servicing experience (Level II).
Good understanding of service, support, sales and retention concepts with clients or prospects of varied complexity with minimal management oversight (Level II).
Recognized as the client management expert function with a high degree of autonomy (Level III).
Subject matter expert for service, support, sales and retention concepts with clients or prospects of the highest level of complexity (Level III).
One (1) year external client relations experience preferred (Level I).
Experience in B2B servicing or support is preferred (Level I).
Problem solving skills preferred (Level I).
Entry level to sales to early career/position experience (Level I).
Project management experience is preferred (Level I).
Experience with Change Management processes preferred (Level I).
Ability to work with clients of limited complexity (Level I).
A positive mindset, active listening skills, confidence, and a relentless desire to succeed are a must (All Levels).
Ability to work in a team environment (Level I).
Ability to perform routine tasks (Level I).
Ability to apply acquired knowledge where appropriate with limited decision making (Level I).
Ability to follow defined processes (Level I).
Demonstrated ability to actively listen and offer solutions (Level I).
Demonstrated ability to service and develop relationships with some guidance (Level I).
Ability to empathize, relate and offer a solution to client issues/challenges (Level I).
Experience with CRM’s (All Levels).
4 years’ experience in health care, insurance or third-party administrator setting preferred (Level II).
Ability work with prospects of moderate complexity (Level II).
Ability to work successfully in an independent environment (Level II).
Established relationships with market stakeholders (Level II).
Ability to work with clients of varied complexity (Level II).
Ability to work independently and confidently make decisions (Level II).
Ability to perform a variety of moderately complex tasks (Level II).
Ability to apply acquired knowledge where appropriate with limited oversight (Level II).
Ability to follow defined processes and recommend process improvements (Level II).
Strong verbal, written and interpersonal communication skills are required (All Levels).
Demonstrated ability to actively listen and offer solutions in moderately complex situations (Level II).
Demonstrated ability to service and develop relationships (Level II).
Ability to empathize, relate and offer a solution to client issues/challenges (Level II).
Demonstrated problem solving skills for complex situations required (Level III).
Ability work with prospects of high complexity required advanced knowledge (Level III).
Ability to work autonomously (Level III).
Strong established relationships with market stakeholders (Level III).
Ability to perform a variety of complex tasks (Level III).
Ability to apply acquired knowledge where appropriate autonomously (Level III).
Ability to follow defined processes, recommend and implement process improvements (Level III).
Demonstrated ability to actively listen and offer solutions in complex situations (Level III).
Demonstrated ability to service and develop relationships (Level III).
Ability to empathize, relate and offer a solution to client issues/challenges (Level III).
Strong experience with CRMs (Level III).

Responsibilities

Develop and maintain working partnerships with assigned Account/Sales Executive(s), brokers, and clients.
Perform internal client management duties and act as the liaison between CDPHP and the client for sales/retention and identification of revenue opportunities.
Act as sales department lead for internal departments and others within commercial sales.
Perform internal Sales Lead duties with internal partners and brokers or other distribution channels for assigned new groups and current groups.
Manage and resolve commercial sales and/or client issues that impact members and involve one or more departments, escalating where appropriate and following through to resolution.
Provide backup coverage for sales executive/account executive internally when necessary.
Provide cross-coverage for other client managers in new sales/retention when necessary.
Work with the Sales/Account Executive and internal departments in preparation for and during client meetings, including preparation and analysis of group-specific deliverables.
Work with Account Executive during the sale or renewal process, including the analysis of current/prospective benefit plan designs, changes, and CDPHP’s ability to accommodate plan(s).
Frequent phone, email, and direct interaction with internal and external stakeholders, establishing relationships.
Assigned projects which may include process improvement initiatives.
Comply with CDPHP’s Corporate Compliance Policy, and all laws, rules, regulations, and standards of conduct relating to the Corporate Compliance Policy.
Report any suspected violations of any law, the standards of conduct, or Corporate Compliance Policy.
Perform other duties as assigned.
Lead, Initiate and management and resolution for commercial sales and or client issues that impact members and involve one or more departments, escalating where appropriate and following through to resolution (Level III).
Provide shadowing training for Client Manager I or II (Level III).
Identify needed project plans and identification of appropriate stakeholders and coordinating resources (Level II & III).
Identify new stakeholders (Level III).