National Client Manager - West Region

Matrix Absence Management-posted 4 months ago

$109,090 - $145,630/Yr

Full-time • Mid Level

Hybrid • Walnut, CA

501-1,000 employees

Administrative and Support Services

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The National Client Manager (NCM) is accountable for all aspects of the customer experience with assigned national clients as well as managing and owning the overall client relationship. As the lead of a team of professionals, the NCM will deliver on our promises, fully leverage the power of our service capabilities to exceed expectations and problem solve for custom customer needs. The NCM will review the financial metrics, retention and growth of the assigned block. The NCM will serve as a subject matter expert to our clients regarding Disability, Life, FML, State Leaves, and Company Leaves (Paid and Unpaid) as well as ADA. Typical group size is 2000+ lives.

Builds and nurtures effective relationships with clients, brokers and internal partners to understand client needs and ultimately ensure client satisfaction.
Manages customer needs by cultivating internal partners to ensure full engagement of service in all areas of the customer experience.
Creates a Communication Structure suited for each client, including stewardship with meaningful executive summaries and plans of action.
Develops and actively manages Client Business Plans designed around customer needs, managing the book of business financial metrics for profitability, growth and retention.
Anticipates, analyzes, and defines problems, developing and discussing alternate solutions as necessary.
Communicates and presents with confidence using words to effectively influence positive outcomes & drive strategy.
Identifies issues, provides solutions and drives to resolution of complex client issues in a timely and collaborative manner.
Demonstrates expertise in job functions, keeps current of regulations pertinent to responsibilities, and sets up controls for workflow efficiency.

Bachelor's Degree (BS/BA) - Business or related.
Group Life and Health License(s) required.
Knowledge of MS Office applications required including Outlook, Word, Excel, and PowerPoint.
Self-motivated with the ability to manage own work.
Excellent presentation and written/verbal communication skills.
Proven ability to multi-task, manage tight deadlines.
Demonstrates strong analytical and problem solving skills.
High level of customer service orientation.
Ability to manage responsibilities with limited supervision, work autonomously.
Ability to prioritize daily responsibilities by readily discerning the urgent needs.
Experience in negotiating complex contracts and agreements.
Highly Adaptable with an ability to learn and grow in an ever changing environment.
At least 3-5 years of group insurance experience, absence management, disability, leave and life insurance.

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).
Multiple options for dental and vision coverage.
Company provided Life & Disability Insurance.
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.
Volunteer days, community partnerships, and Employee Assistance Program.

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National Client Manager - West Region

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