Senior Account Manager

About the Role

Key Responsibilities

• Directly aligned to assigned distributions' book of business for 2-5K lives that varies in level of complexity.
• Accountable for building and maintaining strong relationships with broker account teams and clients to ensure satisfaction and loyalty.
• Facilitate weekly calls with internal partners who share common broker/customer relationships to ensure deliverables are met.
• Serve as the single point of contact for broker service-related customer inquiries and escalations, working with internal partners to resolve concerns.
• Identify opportunities to cross-sell additional products and re-enrollment opportunities to increase participation and revenue, in collaboration with Account Executive and Underwriting.
• Lead and coordinate customer and broker-facing meetings, including stewardship and renewals, in partnership with Account Executive and Client Service Consultant.
• Track service performance, analyze results, and provide insights and recommendations for improvement, presenting results at Broker Stewardship meetings.
• Participate in finalist meetings for prospective customers and implementation meetings as needed.
• Demonstrate strong product knowledge and provide consultative assistance regarding potential plan changes, staying informed of customer activities.
• Oversee book of business renewal, persistency, and profitability outcomes in coordination with Account Executive and Underwriter.
• Develop and execute targeted marketing and education campaigns to showcase expertise and keep clients engaged.
• Maintain accurate customer information and account plans in Salesforce.com, ensuring timely submission and validation of Broker of Record changes and compliance requirements.
• Mentor newly hired associates and assist with process training.
• Serve as a subject matter expert across some products and processes.

Requirements

• 5+ years related industry experience, such as account management or customer service in a fast-paced, complex environment.
• Strong group benefits product knowledge, including plan designs, benefit features, and claims payment processes.
• Strong understanding of industry marketplace and legal developments.
• Proactive customer-focused mindset and strong focus on customer satisfaction and results.
• Ability to build relationships internally and externally at all organizational levels.
• Ability to analyze data to influence renewal decisions.
• Excellent presentation, oral, and written communication skills.
• Strong attention to detail and critical thinking skills.
• Experience leading team meetings and delivering client-focused solutions.
• Strong computer navigation skills, including proficiency with Microsoft Office, multiple systems, and Salesforce.
• High School diploma; must hold or obtain State Life, Accident and Health license within 90 days of hire.
• Regular travel in local market (10-20%).

Nice to Have

• Bachelor's degree in a related field.
• 7+ years related account management or customer service experience in the insurance industry.

Benefits & Perks

• Comprehensive health plan including medical, prescription drug, vision, and dental insurance.
• No-cost short- and long-term disability insurance.
• Company-paid life insurance and legal services.
• Retirement pension funded by MetLife and 401(k) with employer matching.
• Group discounts on voluntary insurance products including auto, home, pet, critical illness, hospital indemnity, and accident insurance.
• Employee Assistance Program (EAP) and digital mental health programs.
• Parental leave, volunteer time off, tuition assistance, and more.