Middle Market Client Manager

Reliance Matrix•Tampa, FL

2d•$63,540 - $79,440•Hybrid

About The Position

Assume overall responsibility for managing dedicated client accounts ranging from 500 to 2,000 lives. The Middle Market Client Manager is the main contact for the client for ongoing service and is the customer’s resource for consultative advice on contracts, plan structure, financial and renewal questions, escalation of claim issues and other administrative aspects of their plan.

Requirements

Bachelor’s Degree
At least 5 years of group insurance experience servicing accounts and/or account management
Demonstrated exceptional customer service acumen, strong consulting/negotiation/leadership skills, deep product/maintenance knowledge (including plan designs, funding, banking, etc.) with a high degree of operational effectiveness.
The position must balance the needs of the client with that of the business
State insurance license required
Demonstrated success in managing key brokers/consultants
Excellent communication, facilitation, and presentation skills
Strong consultative, negotiation, persuasion and influencing skills – sales orientation
Thorough knowledge of group insurance, products, contracts, and services
Understanding of state regulations applying to group plans
Knowledge of underwriting principles and practices
Ability to build and maintain collaborative working relationships at all levels
Planning and organization skills, multi-tasking
Proven financial aptitude/analytical skills
Ability to adapt to change
Ability to work independently
Computer proficiency in Excel, Word and PowerPoint
Ability to represent Reliance in a professional manner

Responsibilities

During implementation, collaborates with the implementation team to understand the sold case parameters up front, so they may be engaged as necessary throughout implementation. Stays informed throughout the implementation so there is a smooth transition to this position after implementation.
Understands client business, issues, and needs through required proactive face-to-face client visits and proactive phone contact; builds, maintains, and manages positive ongoing client relationship.
Provides continual education to client on company processes, policies, and procedures, including web-site services and navigation.
Keeps client and broker/consultants apprised of product and service enhancements.
Responsible for oversight, monitoring and compliance with any performance guarantees on assigned cases.
Works closely with billing, underwriting, claims, and other internal departments to facilitate smooth operational functions.
Maintains thorough knowledge of all service activities associated with assigned clients.
Presents complete understanding of all issues to client to ensure a seamless client experience.
Understands, interprets and can clearly deliver Claims Experience Reporting and data to clients; Delivers annual stewardship meeting.
Collaborates with sales representative to identify up-sell/cross-sell opportunities on assigned accounts; builds re-enrollment strategies for their clients.
Collaborates with sales representative and coordinates and negotiates renewal for assigned cases with sales & underwriting; communicates clients’ needs, issues, risks, and opportunities; prepares and presents renewal to client.
If required, reviews RFPs and actively participate with the sales representative in finalist presentations – on an as needed base only.
Drives revenue by addition of new lines on inforce customers, increased enrollment.
Utilizes the best practices and follows standard operating procedures.
Identifies internal process, policy, procedure or technology issues that may be adversely impacting client satisfaction.
Works with Regional Service Manager to identify and implement solutions.
Contributes to and participates in departmental and organization-wide projects and committees designed to enhance service, improve efficiency, and improve knowledge.

Benefits

An annual performance bonus for all team members
Generous 401(k) company match that is immediately vested
A choice of three medical plans (that include prescription drug coverage) to suit your unique needs.
For High Deductible Health Plan enrollees, a company contribution to your Health Savings Account
Multiple options for dental and vision coverage
Company provided Life & Disability Insurance to ensure financial protection when you need it most
Family friendly benefits including Paid Parental Leave & Adoption Assistance
Hybrid work arrangements for eligible roles
Tuition Reimbursement and Continuing Professional Education
Paid Time Off – new hires start with at least 20 days of PTO per year in addition to nine company paid holidays.
Volunteer days, community partnerships, and Employee Assistance Program
Ability to connect with colleagues around the country through our Employee Resource Group program