Capital Region)

company•Town of Colonie, NY

1d•$23 - $47•Onsite

About The Position

This role is for a Client Manager, with levels I, II, and III, and is exclusively seeking candidates who reside in Albany, NY / Capital Region due to the scope of the role, onsite/in-person expectations, and business needs. Level I is an entry-level professional role requiring some prior client management or servicing experience. The Client Manager I will understand service, support, sales, and retention concepts for clients or prospects of limited scope and complexity with management oversight. This role serves as the internal servicer, supplementing external sales executive or account executive responsibilities, with a focus on client deliverables, education, presentation materials, and internal escalations. The Client Manager I acts as the primary liaison between the Commercial Growth department and other internal departments, working within a team environment with management oversight. Level II is an intermediate or mid-level role with prior client management or servicing experience. The Client Manager II will have a good understanding of service, support, sales, and retention concepts for clients or prospects of varied complexity with minimal management oversight. This role also serves as the primary internal servicer, supplementing external sales executive or account executive responsibilities, with a focus on client deliverables, education, presentation materials, and internal escalations. The Client Manager II is the primary liaison between the Commercial Growth department and other internal departments, working within a team environment with minimal oversight. Level III is recognized as the client management expert function with a high degree of autonomy. The Client Manager III will be the subject matter expert for service, support, sales, and retention concepts for clients or prospects of the highest level of complexity. This role serves as the expert servicer, supplementing internal or external sales executive or account executive responsibilities, with a focus on client deliverables, education, presentation materials, and internal escalations for complex clients. The Client Manager III is the primary liaison between the Commercial Growth department and other internal departments, and will serve as a sales resource for special projects, workgroups, and committees. This role will recommend and implement process improvement strategies for the sales department and represent CDPHP at external events as needed.

Requirements

High school diploma or GED required.
NYS Life, Accident and Health Insurance License required or secured after 90 days of hire.
Minimum of two (2) year’s relevant experience
2 years’ experience working with cross departmental colleagues required.
Entry level to sales to early career/position experience
Ability to work in a team environment
Ability to perform routine tasks
Ability to apply acquired knowledge where appropriate with limited decision making
Ability to follow defined processes
Effective verbal, written and interpersonal communication skills are required.
Demonstrated ability to actively listen and offer solutions
Demonstrated ability to service and develop relationships with some guidance
Ability to empathize, relate and offer a solution to client issues/challenges
Experience with CRM’s.
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.
Minimum of four (4) year’s relevant experience
4 years’ experience in health care, insurance or third-party administrator setting preferred
4 years’ experience in B2B servicing or support required
4 years’ experience working with external stakeholders required.
Problem solving skills required.
Ability work with prospects of moderate complexity
Ability to work successfully in an independent environment
Ability to work with clients of varied complexity
Ability to work independently and confidently make decisions.
Ability to perform a variety of moderately complex tasks
Ability to apply acquired knowledge where appropriate with limited oversight
Ability to follow defined processes and recommend process improvements
Strong verbal, written and interpersonal communication skills are required.
Demonstrated ability to actively listen and offer solutions in moderately complex situations
Demonstrated ability to service and develop relationships
Minimum of ten (10) year’s relevant experience: 10+
10 years’ experience in health care, insurance or third-party administrator setting required
10 years’ experience in B2B sales support is required
10 years’ experience working with external stakeholders required.
Demonstrated problem solving skills for complex situations required.
Ability work with prospects of high complexity required advanced knowledge
Ability to work autonomously
Ability to perform a variety of complex tasks
Ability to apply acquired knowledge where appropriate autonomously
Ability to follow defined processes, recommend and implement process improvements
Strong verbal, written and interpersonal communication skills are required.
Demonstrated ability to actively listen and offer solutions in complex situations
Demonstrated ability to service and develop relationships
Strong experience with CRMs.

Nice To Haves

Preferred one (1) year external client relations experience
Experience in B2B servicing or support is preferred.
Problem solving skills preferred
Project management experience is preferred.
Experience with Change Management processes preferred.
A positive mindset, active listening skills, confidence, and a relentless desire to succeed are a must.
Established relationships with market stakeholders
A positive mindset, active listening skills, confidence, and a relentless desire to succeed are a must.
Strong established relationships with market stakeholders
A positive mindset, active listening skills, confidence, and a relentless desire to succeed are a must.

Responsibilities

Develop and maintain working partnerships with assigned Account/Sales Executive(s), brokers and clients within assigned book of business.
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 (external or virtual) client meetings including preparation and analysis of group specific deliverables as applicable.
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 with same.
Assigned projects which may include process improvement initiatives.
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.
Provide shadowing training for Client Manager I or II.
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) as well as identify revenue growth opportunities.
Lead projects which may include process improvement initiatives. Tasks may include identifying needed project plans and identification of appropriate stakeholders and coordinating resources.
The employee agrees to comply with CDPHP’s Corporate Compliance Policy, and all laws, rules, regulations and standards of conduct relating to the Corporate Compliance Policy and has a duty and obligation to report any suspected violations of any law, the standards of conduct or Corporate Compliance Policy to his or her immediate Supervisor, the fraud and abuse hotline, the Compliance Officer, the Compliance Director, Human Capital Management or the Chief Executive Officer.
Performs other duties as assigned.