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Client Engagement Manager

3 months ago

Alpharetta, United States Decisely Full time
Job DescriptionJob Description

CLIENT ENGAGEMENT MANAGER - Licensed Life Agents (Any State) - Remote/Large Book Renewals Experience

About Decisely:

At Decisely, we are on a mission to revolutionize the InsurTech industry by delivering innovative solutions that truly make a positive difference, for our clients and our organization Our commitment to identify and hire the most progressive, diverse, equitable and inclusion talent drives our work culture and product development. We believe in creating a workplace where everyone feels valued, empowered, and inspired to bring their best selves to work.

The Client Engagement Manager (CEM) reports directly to the Client Engagement Leadership/Operations and is responsible for bringing our products and services to life for our clients. In partnership with the client and internal teams, the CEM is expected to develop and execute a strategic plan for client engagement so that service expectations and business goals are met. This responsibility includes benefits plan design recommendations, program management, financial analysis, contribution modeling, compliance guidance, client support monitoring, as well as, ensuring the client receives pertinent materials for open enrollment. The CEM uses his/her understand of client needs and objectives to expand business opportunities and further solidify client relationships and retention. Preferred experience working with Captives and Large Book Renewals experience is a super-plus.

Essential Duties and Responsibilities:

  • Primary resource accountable for retention and growth of a book of business, which includes research/analysis and handling of a wide variety of client questions on coverage/eligibility, contractual issues, and government reporting compliance.
  • Upsells and renews business through analysis of relevant client data (e.g., census/experience data, contractual requirements for insurance, client goals/culture), conducts market comparisons by analyzing rate information, strategizes with clients (primary decision makers and/or primary client contacts), makes recommendations to clients regarding coverage and exclusions; negotiates premium and commission rates, when applicable, on behalf of clients for best alternatives.
  • Works with clients, Business Development and other team members to assess the client’s plan objectives and develop a comprehensive client service delivery program to meet those objectives.
  • Analyzes financial data, model program alternatives, and recommends plan design strategy.
  • Partners with Carrier Marketing team to advise on benefits quoting, upselling and renewal planning.
  • Manages the quoting/renewal process and negotiates with carriers and vendors on client’s behalf to provide cost effective solutions for the client.
  • Manages the employee communication and open enrollment process for the client.
  • Assists with presentations and proposals, as well as, participate in meetings with prospective clients, as needed.
  • Understands and project manages client implementation, onboarding and training on the Decisely platform to ensure a seamless client experience.
  • Demonstrates and tests Decisely Platform for data accuracy and appropriate workflow.
  • Acts as subject-matter-expert for benefit information, as well as, specific healthcare mandates/regulations including, but not limited to COBRA, ERISA, HIPAA and ACA.

Personal and Organizational Development

  • Set priorities and manage workflow for self to ensure all goals are met.
  • Confirms renewal or new business data is entered and completed in TRAX.
  • Interact with others effectively using accurate, clear communication, cooperating purposefully, and providing information and guidance as needed to achieve the business, profitability and retention goals of the Company.
  • Stay informed regarding industry information, new product/program developments, coverages, legislation, and technology to continuously improve knowledge and performance.
  • Project a professional image in action and appearance.

Supervisory Responsibilities

  • Exude leadership qualities, provide guidance and oversight of client support activities relative to client satisfaction and retention.
  • Key Competencies:
  • Full knowledge of employee benefit plans including medical (including Medical Essential Coverage plans), dental, vision, life, disability, voluntary worksite plans and services.
  • Display strong financial background and understanding of financial underwriting concepts as well as analytical knowledge related to Employee Benefits.
  • Broad knowledge of Health and Welfare compliance and regulations, including ERISA, COBRA, HIPAA, and ACA legislation.
  • Advanced knowledge of navigating the Internet as well as various Microsoft Office programs to include but not limited to Excel, Outlook, Word, PowerPoint, Publisher & Excel as well as all other required systems to maintain and manage job responsibilities.
  • Strong attention to detail and time management abilities.
  • Strong ability to multi-task and assign priority.
  • Ability to work effectively and efficiently both with and without direct supervision.
  • Must have high level of interpersonal communication skills, both written and verbal, to handle client issues in addition to sensitive and confidential situations regarding your support team.
  • Demonstrated experience with agency management systems, quoting processes, plan designs, and industry operations to effectively manage, maintain, and write assigned clients.
  • Strong analytical skills enabling one to gather data and present it in a clear and understandable method to the receiving audience.
  • Must be able to work in a fast-paced environment with demonstrated ability to juggle multiple competing tasks and demands;
  • Position continually requires teamwork, demonstrated poise, tact, and diplomacy.
  • SaaS technology support experience, preferred.

Education and/or Experience:

  • At least four (4) years of experience working in highly, visible client service role in a related industry, including insurance, benefits, human resources, broker/agency, technology/software applications.
  • College degree preferred. High school diploma with some college required.
  • Professional designations such as CEBS, GBA, RBA, PHR and/or CLU preferred.
  • Benefits administration and/or client management experience preferred.
  • Life and Health License required.
  • Valid driver’s license required.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to stand; walk; sit; use hands to finger, handle, or feel; reach with hands and arms; and talk or hear. Specific vision abilities required by this job include close vision, color vision, and ability to adjust focus. Ability to travel independently to clients; some air travel may be required. To foster collaboration and team spirit, and although this primarily remote position, there is occasion when you will be required to come into the office for meetings and team building activities as well as travel to our various offices for meetings and team building activities.

Work Environment and Environmental Conditions:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate. There is no or very limited exposure to physical risk.