Employee Benefits Account Manager

1 week ago

Overland Park, United States NavMD Full time
Knowledge is Power
The blueprint to fix health benefits starts with data - our software makes it easy to answer the toughest questions in employee benefits: What happened? Why did it happen? What's going to happen? and What can we do about it? Actionable insights into claims data helps guide partners to build the right team and implement proven strategies and solutions to build a high-performance plan.

NavMD is a health data analytics company that empowers partners to stand out in a competitive crowd and gives users more time to work on the business instead of in the business.
Members of the Client Success team are tasked with delighting customers from day one with a smooth and efficient onboarding experience. You will use your vast knowledge of employee benefits and self-funding to coach and educate your clients while providing them solutions to the challenges they uncover within the data. As a member of the Client Success team, you will own the responsibility of delivering high-impact training, engaging our clients to continue to adopt our platform and to enable them to progress through the customer journey. The level of engagement and the quality of those interactions cannot be outdone by any company in the world.

NavMD offers outstanding benefits including unlimited PTO. This position is an in-office role.

Responsibilities:
  • Oversee a book of business
  • Be the voice of your clients
  • Provide unprecedented levels of support and engagement
  • Provide initial and ongoing training and support throughout the customer journey
  • Initial analytics platform training once plans go live
  • Actively engage in activities to drive product adoption
  • Conduct Business Reviews with clients on a quarterly basis
  • Maintain a consistent cadence with clients to help them unlock additional value
  • Conduct claims analysis of plans to help clients understand a group's challenges and provide solutions
  • Understand, identify, and maximize opportunities for client expansion
  • Help clients realize the value of having their plans in AVISO to add more plans
  • Identify opportunities to connect strategies with point solution partners that add value
  • Convert Freemiums into full access to AVISO
  • Manage renewal of contracts within your book of business
  • Create advocates of NavMD
  • Improve Net Promotor Scores, Customer Satisfaction Scores and drive loyalty by way of exceeding expectations
  • Respond to both positive and negative feedback from Voice of the Customer campaigns to both learn from, and correct issues
  • Work with leadership to engage your customers in referral programs
  • Celebrate client wins and reward them for their partnership
  • Continuously improve client relationships by adhering to the NavMD nurturing strategy
  • Proactive engagement of clients that reinforces NavMD's value
  • Drive customer loyalty
  • Understand key metrics and KPIs
  • Client Health scores
  • Retention rates
  • Net Promotor Scores
  • Outstanding tickets
  • Touchpoint frequency

Required Skills/Abilities:
  • Broad knowledge of the health insurance industry, employee benefits, self-funding, value-based insurance plan design, underwriting, and analytics
  • Strong knowledge of self-funded
  • Highly analytical, organized and detail oriented
  • A keen understanding of how to create positive outcomes for customers
  • Excellent verbal and written communication skills, accompanied by a confident, calm, and clear communication style

Education and Experience:
  • Minimum 2-years' experience employee benefits brokerage firm.
  • Minimum 2-years' experience owning client-facing relationship management process
  • Proficiency with Microsoft Excel (Pivot Tables, Building Formulas, Cell Formatting)
  • Experience managing large datasets with functions: IF, SUM, INDEX, MATCH, VLOOKUP

NavMD is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law.Learn More

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