Customer Success Manager

1 week ago

Honolulu, Hawaii, United States Trustmark Full time

Trustmark

Customer Success Manager (Remote)

Honolulu, Hawaii

Trustmark aims to enhance wellbeing for everyone through a culture grounded in equality and fostered by a caring environment. The company's mission is to build trust by ensuring associates feel respected, valued, and heard. At Trustmark, teamwork is key in transforming lives and fostering growth for individuals, communities, and businesses.

  • Embrace a culture of diversity and inclusion with consistent appreciation, mutual respect, and trust.
  • Commitment to welcoming individuals of all backgrounds to a safe work environment where they can be their authentic selves.
  • Promote a workplace comprising diverse, empowered individuals that encourages innovation and brings out the best in colleagues, clients, and communities.

Role Overview:

  • Act as the dedicated point of contact for key top producer accounts, serving as an advocate, problem solver, and trusted advisor post-implementation.
  • Proactively manage relationships to ensure producers have the necessary tools and support to achieve their objectives.
  • Ensure that Trustmark's products and services are effectively utilized by clients.
  • Be responsible for service levels, customer satisfaction, and other key metrics for assigned accounts.

Responsibilities:

  • Handle all post-implementation service requests and issues as the single point of contact for assigned relationships.
  • Ensure timely and effective resolution of escalated or complex issues.
  • Track, report, and meet Service Level goals for assigned accounts.
  • Identify trends in service requests to enhance producer success and drive process improvements.
  • Conduct regular reviews with key producers to discuss service metrics and relationship health.

Requirements:

  • Bachelor's degree in a business-related field or 5+ years' experience in insurance or voluntary/worksite areas.
  • Proficiency in MS Office and Outlook.
  • Strong interpersonal and communication skills with the ability to establish and maintain relationships at all levels.
  • Demonstrated proficiency in various areas such as collaborating, resolving complex issues, and driving customer relationships.
  • Ability to lead projects and implement process improvements.
  • Preferred knowledge of voluntary administration and contact center skills.

Company Culture:

Join a team at Trustmark that values personal growth and fosters a culture of wellness. Trustmark offers a range of benefits, including health, dental, vision insurance, 401(k) plan, and wellness initiatives. The company has been recognized as a Top Workplace, reflecting its commitment to an engaged and inclusive culture.

At Trustmark, you will contribute to a mission that focuses on enhancing wellbeing through health and financial security. Join a passionate team dedicated to transforming lives and thriving together.

With over 100 years of experience, Trustmark combines a rich history with a forward-looking approach, providing opportunities for career development and personal growth. Associates at Trustmark are encouraged to bring their authentic selves to work each day and contribute to the company's culture of trust and innovation.

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