Client Relationship Manager

Sun Life • Wellesley, MA

1d • $63,000 - $94,500 • Hybrid

About The Position

Sun Life U.S. is one of the largest providers of employee and government benefits, helping approximately 50 million Americans access the care and coverage they need. Through employers, industry partners and government programs, Sun Life U.S. offers a portfolio of benefits and services, including dental, vision, disability, absence management, life, supplemental health, medical stop-loss insurance, and healthcare navigation. We have more than 6,400 employees and associates in our partner dental practices and operate nationwide. Visit our website to discover how Sun Life is making life brighter for our customers, partners and communities. Job Description: Sun Life embraces a hybrid work model that balances in-office collaboration with the flexibility of virtual work. Internal candidates are not required to relocate near an office. The opportunity: As a Client Relationship Manager (CRM), you'll be responsible for the overall relationship and financial management of a portfolio of Health & Risk Solutions (H&RS) clients, brokers, and third-party administrators (TPAs). This key strategic role focuses on building internal and external partnerships that drive long-term growth and persistency. You'll work directly with Implementation Consultants (ICs), Client Success Specialists (CSSs), and Stop Loss Specialists (SLS) to manage prospect, sold case, and renewal inventory. We're looking for someone who can make expert recommendations, find creative solutions to client problems, and bring them to resolution.

Requirements

• Ability to work with a diverse range of people.
• Exceptional communication skills and strong relationship-building abilities
• Proven success in negotiation, persuasion, and solutions-based service
• Strong record of effective customer service
• Excellent organizational and prioritization skills
• Ability to work in a fast-paced environment, managing multiple priorities
• Critical thinking skills and autonomous work capability
• Proficiency in Microsoft Office suite, especially Excel
• Experience with CRM tools, particularly Salesforce
• Strong presentation and interpersonal skills
• Effective listening and note-taking abilities
• Results-oriented mindset and superior collaboration skills

Nice To Haves

• Bachelor's degree and/or 1-3 years of Group, Stop Loss, and Self-Funded insurance experience (preferred)

Responsibilities

• Establish and maintain excellent working relationships with both internal and external partners
• Partner with ICs to ensure seamless implementations, proactively addressing questions and concerns
• Conduct consistent, proactive education and outreach communication with external partners
• Assess, clarify, and validate customer needs, proposing innovative solutions to address unique challenges
• Demonstrate success in negotiation, persuasion, and solutions-based service across departments
• Oversee issue resolution, identify root causes, and participate in creating solutions
• Manage the ongoing lifecycle and renewal process for your assigned block of business
• Handle escalated service issues from SLS, providing creative alternatives to enhance client experience
• Collaborate with Sun Life Financial personnel to meet client expectations and growth objectives
• Maintain in-depth knowledge of H&RS products, services, processes, and the self-insured competitive landscape
• Act as a liaison between the home office and the Distribution team
• Use Salesforce to manage business and document all relevant customer and broker activities
• Participate in developing CRM team processes, suggesting efficiency improvements using CI Tools
• Partner with CRE on projects representing the Client Success Organization

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: Mid Level
• Number of Employees: 5,001-10,000 employees