Commercial Line Client Relations Manager - Hybrid (West Chester, OH)

One Digital•West Chester, OH

41d•Hybrid

About The Position

Employee Benefits is the core of our business and at our heart we are a people-focused organization. Every day, we help over 100,000 employers give their employees peace of mind by providing health, pharmacy, long and short-term disability, vision, dental and other insurance solutions. What makes us unique is that we can surround our clients with more services and more technology-based tools and a team of advisors that simply cares more than anyone else. If you want a career giving people the reassurance that they can have access to the health care they need for themselves and their loved ones, join OneDigital. Our Newest Opportunity: Summary: A Client Relations Manager is responsible ensuring that each touchpoint across the client journey is engaging, efficient, and effective. By understanding client needs, the Client Relations Manager ensures the entire transition process is smooth, clear expectations are set and met, and clients are engaging with our teams and solutions. Our CEMs genuinely care about people and the cause and are energized by creating unparalleled value for our customers. CEMs will partner closely with the leaders of our Client Services and Broker Partnership teams to develop functional execution, explore at-risk customers, and create success-and-save strategies that increase customer lifetime value. The daily focus will be leading our Client Relations Associates to successfully own their assigned block of business and Partners to drive overall client retention within the first 12 months of acquisition.

Requirements

Empathetic, positive attitude with a desire to help our customers reach their goal
Demonstrated skills in analytics and research, client relations, executive presentations and cross functional project management
2+ Years of Sales or Management Consulting Experience, Client Engagement Management, or Customer Success Management
2+ Years managing and consulting with strategic client accounts and enterprise account management
Results-driven mentality, with a bias for speed and action
Strong attention to detail
Must be self-motivated and disciplined
Excellent written and verbal communication skills
Strong organizational skills
Ability to manage one's workload
Ability to thrive in fast-paced environment
Knowledge/Experience with HCM Solutions preferred
Strong and innovative sales and marketing ability;
Superior analytical and strategic planning skills;
Strong written and verbal communication and listening skills, with a demonstrated ability to be able to effectively communicate with C-suite and Executive level clients;
Strong organizational and project management skills with the ability to prioritize and handle multiple and complex tasks in a fast-paced environment;
Definitive leadership capabilities;
Ability to work with clients and colleagues at a senior strategic level;
Proficient in Microsoft Office, particularly database applications;
Advanced knowledge of health, ancillary and alternative funding products (self-funded, partially self-funded, fully-insured plans).
Minimum of 5 years strategic client consulting and management experience in broker agency or benefit administration, required;
Minimum 2 years' of employment with Digital Insurance or DBA, required;
Current life and health insurance license; required;
Exceptional communication skills, highly organized, collaborative and detail oriented
Experience building and maintaining relationships, while working to mitigate churn and drive client success.

Nice To Haves

Participant of OneDigital's Leadership training program, preferred;
Bachelor's Degree, preferred.
Experience working with large enterprise customers

Responsibilities

Drive Client Success Outcomes around reducing churn and improving the customer experience
Support the team to resolve issues and/or complaints, create save plans, optimize business acumen to create customer success at every stage
Develop a deep understanding of key account needs and represent the "Voice of Customer" cross-functionally
Collaborating with the sales team to maximize our ability to proactively support customer needs
Coach team in proactive reach out to all customers that fall into the medium/high-risk churn category during their transition state
Routinely monitor calls, complete call reviews and coaching to improve consultative and "whole business" approach for customer success
Connect to our customers and partners to get feedback, explore pain points, and provide guidance and support to the team on maximizing the value add.
Constantly learn new things, strategies, insights to share with your team to truly help our customers level up and adapt to changing demands and requirements.
Ask questions and apply strong critical thinking and problem-solving skills to help your team help customers solve their biggest challenges
Develop insights from customer data to drive customer or internal facing content and training material
Gather, Analyze, and report to senior leadership key customer success metric