Senior Client Service Manager - National

This role partners with assigned Client Managers to maintain and grow existing business, ensuring positive account relationships. The incumbent assists in preparing proposals, meeting materials, and sales collateral during the account renewal process, evaluates and implements processes to meet account objectives, and serves as the sales liaison between group administrators and internal departments for problem resolution.

Manages groups and contracts generally spanning greater than 1,000 members, including National accounts, Labor groups, select commercial accounts, and strategic government, school, county, or city businesses. Accounts are typically non-standard and complex, involving multiple custom products and benefit designs.

Responsibilities

• Partner with assigned Client Manager(s) to maintain and grow existing business and ensure positive account relationships.
• Assist in the preparation of benefit design analysis for specialized proposals and quotes.
• Run financial reports or perform basic financial analysis on utilization data and market research.
• Develop detailed specifications for implementation of new products for clients.
• Conduct enrollment meetings during the account renewal process.
• Analyze operational business problems and provide problem resolution, effecting change across the company (e.g., address benefit and administrative issues and recommend alternative solutions).
• Leverage internal resources to deliver the best service and problem resolution to assigned accounts.
• Work closely with Sales Support Analysts responsible for account processing and set-up to ensure accurate and seamless service delivery.
• Develop documents and processes to ensure effective communication via work plans for all account implementation activities.
• Serve as the primary contact for resolution of day-to-day account service issues.
• Support customers during the implementation of sales contracts and throughout the relationship by resolving difficult issues in a timely and professional manner; take responsibility for customer satisfaction and loyalty.
• Adapt procedures and processes to meet the complex requirements of the position.
• Provide direction to other incumbents.
• Solve complex problems by taking a broad perspective and developing innovative solutions.
• Perform other duties as assigned or requested.

Requirements

• 3 or more years of related, progressive experience.
• State-specific Producer License for Life, Accident & Health, required or must be obtained within 45 days of hire.

Skills

• Service orientation
• Diligence
• Problem Solving
• Communication
• Drive for Results
• Evaluates Critically
• Influence, Persistence & Resilience
• Planning and Organizing

Schedule

This is a hybrid role based in Pittsburgh, PA, requiring 3 days a week onsite (Tuesday, Wednesday, Thursday).

Work Environment

• Travel is required.
• This role does not supervise or manage other employees.