Commercial Lines Client Experience Manager - Hybrid (Cincinnati, OH)

Digital Insurance

18d•Hybrid

About The Position

Most of our clients have built their companies from the ground up. OneDigital has too. We stand alongside these business owners, providing peace of mind that if the unthinkable happens, they are protected. We are their trusted partner to help them manage risks from weather, injuries or other unforeseeable surprises. This gives our clients the ability to focus on what's most important to them and their employees: doing their best work and living their best lives. If you are looking for a career where you are helping people and businesses thrive, even during times of uncertainty, OneDigital is the right career for you. Our Newest Opportunity: Summary: A Client Experience Manager is responsible ensuring that each touchpoint across the client journey is engaging, efficient, and effective. By understanding client needs, the Client Experience 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 Experience 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
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
Experience working with large enterprise customers
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

Knowledge/Experience with HCM Solutions preferred
Participant of OneDigital's Leadership training program, preferred
Bachelor's Degree, preferred.

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