Senior Client Success Manager (Central/Mountain/Pacific Time Zones)
What We’re Looking For As Beam continues to scale quickly, there is an increased focus on providing a consistent, extraordinary benefits experience for newly on-boarded and established brokers/clients. The ultimate goals being high performing retention and continued customer expansion. Client Success Managers (CSM), as members of the Customer Experience Organization, aid in achieving these goals by ensuring broker satisfaction, increasing client retention, and partnering with our Sales Team to strengthen our broker relationships. The core function of the CSM is to co-own broker/client-facing communication (emails, calls, video calls, etc) with our Sales Team; educating our partners and clients on our operations and self-service capabilities, and maintaining a high-level of service from Beam client onboarding through policy renewal and ongoing. During this time frame, the CSM will be a broker/client resource and advocate; analyzing client/broker experience and feedback, organizing data, and presenting material to various broker, partner, and/or internal stakeholders clearly and consistently.
What You Will Do
Provide proactive client management through managing the onboarding of new groups, driving value from the beginning of the client contract Own open enrollment support by leading or participating in meetings and providing education to drive employee participation. Own client renewals by identifying cross-sell and upsell opportunities, negotiating rates, educating brokers and groups on self-service tools, and resolving service escalations — all in close collaboration with internal teams to address client needs and feedback. Own a book of business and understand the needs of the brokers and clients within assigned territories to drive broker and client retention. Generate/request reports and derive insights from data, and convey those insights to drive new external/internal actions, strategies or product or process improvements Execute at a high volume (think: 40+ emails/day) with a variety of processes / activities which vary throughout the month and year in support of client experience and retention Collaborate cross-functionally with multiple internal team members on a wide variety of topics (Sales, Underwriting, Marketing, etc) What Skills Will Help You Be Successful 3-5 years of experience in a client facing role, customer and renewal experience required Requirement to have your Life & Health license Experience in communicating to multiple stakeholders both tactically and strategically; ideally across multiple mediums including phone, email and webinar/ live presentations (e.g. Keynote/Google Slides) A history of investigating and solving client issues, both simple and complex. Excellent organizational skills and attention to detail to manage an increasingly complex set of activities related to ongoing client success Ability to quickly learn new product lines and adapt to dynamic sales and service processes Experience with new technology products and platforms a plus Experience with Salesforce or other CRMs or Client Success tools preferred