![Trustmark](https://media.trabajo.org/img/noimg.jpg)
Customer Success Manager
3 weeks ago
Trustmark's mission is to improve wellbeing - for everyone. It is a mission grounded in a belief in equality and born from our caring culture. It is a culture we can only realize by building trust. Trust established by ensuring associates feel respected, valued and heard. At Trustmark, you'll work collaboratively to transform lives and help people, communities and businesses thrive. Flourish in a culture of diversity and inclusion where appreciation, mutual respect and trust are constants, not just for our customers but for ourselves. At Trustmark, we have a commitment to welcoming people, no matter their background, identity or experience, to a workplace where they feel safe being their whole, authentic selves. A workplace made up of diverse, empowered individuals that allows ideas to thrive and enables us to bring the best to our colleagues, clients and communities.
The Customer Success Manager (CSM) serves as the dedicated, single point of contact for assigned key top producer accounts. Successful incumbents are advocates, problem solvers and trusted advisors for their defined producers post-implementation. This role works with key producers to ensure they are receiving the tools and support needed to achieve their goals. Being a CSM means proactive management of producer relationships post-implementation, ensuring their clients are getting the most out of Trustmark's products and services. The CSM is responsible and accountable for escalated service levels (SLAs), Customer Satisfaction, Effort and NPS scores for their defined accounts.
Service Management - Single Point of Contact
Serve as the named single point of contact for assigned relationships for all post implementation service requests and issues. Review responses from Subject Matter Experts to ensure completeness and accuracy before sending response to external relationship - goal is to resolve the item completely the first time
Triage inquiries/issues completely in order to fully understand the inquiry, from the producer, and to involve the correct Subject Matter Experts in order to quickly and effectively resolve the item. Accountable for timely resolution of escalated/complex issues. Involve appropriate level of management to assist on multi-departmental issues.
Responsible and accountable for tracking, reporting and achieving Service Level goals for their assigned relationships. Make recommendations that will improve the service results.
Overall accountability for effective completion and management of all service requests for identified accounts.
On a continuing basis - meet with and provide open and candid feedback to internal Trustmark managers and associates related to areas of improvement and success stories. The intent is constant improvement to the quality of our service.
Partner Success Optimization
Analyze incoming service requests to identify trends and to anticipate and/or resolve ongoing issues.
When service related trends are identified, conduct ad hoc or formal training with internal and external associates to optimize the producer successes going forward
Develop and communicate service report card for assigned relationships for assigned producers that is shared with Trustmark senior leadership and used to drive innovation and improvement
Responsible for quarterly reviews with key producers to discuss service metrics and overall service relationship health
Responsible and accountable for Customer Effort, Satisfaction and Net Promoter Scores for assigned relationships.
Drive process improvement and innovation across the organization to improve overall service efficiencies and effectiveness of all teams
Other duties as needed/assigned.
Innovate
- Drive process improvement and innovation across the organization to improve overall service efficiencies and effectiveness of all teams
Other duties as needed/assigned.
EDUCATION AND EXPERIENCE REQUIRED
Bachelor's degree in business related area or 5+ years' experience in the insurance or voluntary/worksite fields
Ability to travel up to 20%, including some weekend travel
Proficient in MS suite of products and Outlook
Interpersonal effectiveness with proven ability to establish and maintain mutually respectful relationships with peers, support staff, sales team, agents/brokers and customers; handle conflict, resolve complex issues, negotiate and promote team spirit
Demonstrated high level proficiency in the following areas:
Collaborating on and influencing outcomes through others with or without direct reporting authority at all levels throughout an organization, up to C-Level both internally and externally
Aligning organizational resources to meet customer needs
Resolving complex issues think creatively and negotiating beneficial outcomes
Excellent oral/written communication skills and strong presentation skills
Exceptional organizational skills, adept at handling multiple tasks simultaneously, committed to follow through and completing tasks in a timely manner
Demonstrated knowledge and proficiency in customer-facing communication methods and techniques
Ability to recognize and act on opportunities to enhance/ strengthen the customer relationship
Preferred
Working knowledge of voluntary administration including premium billing & administration, eligibility, claims and payroll deduction and service model
Proven ability to lead projects to successful completion
Contact Center Skills
Management or Leadership experience
For candidates based in IL/WI (within travel distance), this will be a hybrid role and the ideal candidate will be required to work on-site at our office in Lake Forest, IL for 3 days. Fully remote candidates are also welcome to apply.
Brand: Trustmark
Come join a team at Trustmark that will not only utilize your current skills but will enhance them as well. Trustmark benefits include health/dental/vision, life insurance, FSA and HSA, 401(k) plan, Employee Assistant Program, Back-up Care for Children, Adults and Elders and many health and wellness initiatives. We also offer a Wellness program that enables employees to participate in health initiatives to reduce their insurance premiums.
For the fourth consecutive year we were selected as a Top Workplace by the Chicago Tribune. The award is based exclusively on Trustmark associate responses to an anonymous survey. The survey measured 15 key drivers of engaged cultures that are critical to the success of an organization.
All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, sexual orientation, sexual identity, age, veteran or disability.
Join a passionate and purpose-driven team of colleagues who contribute to Trustmark's mission of helping people increase wellbeing through better health and greater financial security. At Trustmark, you'll work collaboratively to transform lives and help people, communities and businesses thrive. Flourish in a culture where appreciation, mutual respect and trust are constants, not just for our customers but for ourselves.
Introduce yourself to our recruiters and we'll get in touch if there's a role that seems like a good match.
When you join Trustmark, you become part of an organization that makes a positive difference in people's lives. You will play a vital role in delivering on our mission of helping people increase wellbeing through better health and greater financial security. Our customers tell us they simply appreciate the personal attention and knowledgeable service. Others tell us we've changed their lives.
At Trustmark, you'll be part of a close-knit team. You'll enjoy abundant opportunities to grow your career. That's why so many of our associates stay at Trustmark and thrive. Trustmark benefits from more than 100 years of experience but pairs that rich history with a palpable sense of optimism, growth and excitement for what's ahead - and beyond. This is a place where associates bring their whole selves to work each day. A place where you can be yourself. Whatever your beyond is, you can achieve it at Trustmark.
-
Customer Success Manager
3 weeks ago
Albany, United States Cleo Full time**Customer Success Manager** at Cleo (US) Remote Cleo is a cloud integration technology company focused on business outcomes. Every day, we ensure that each one of our 4,000+ customers' potential is realized by delivering solutions that make it easy to discover and create value through the connections and integration of enterprise applications supporting...
-
Customer Success Manager
4 weeks ago
Albany, United States Cleo Full time**Customer Success Manager** at Cleo (US) Remote Cleo is a cloud integration technology company focused on business outcomes. Every day, we ensure that each one of our 4,000+ customers' potential is realized by delivering solutions that make it easy to discover and create value through the connections and integration of enterprise applications supporting...
-
Customer Success Manager
4 weeks ago
Albany, United States ASWAT Full timeJob DescriptionJob DescriptionSalary: We are currently seeking a Customer Success Manager to join our team at ZIWO - KSA Team.About ZIWO:ZIWO is an Omnichannel Cloud Contact Center Software (CCAAS) offering seamless communication solutions for businesses worldwide, encompassing Phone, WhatsApp, and SMS interactions. With ready-made plugins for most CRMs and...
-
Customer Success Manager
3 weeks ago
Albany, United States ASWAT Full timeJob DescriptionJob DescriptionSalary: We are currently seeking a Customer Success Manager to join our team at ZIWO - KSA Team.About ZIWO:ZIWO is an Omnichannel Cloud Contact Center Software (CCAAS) offering seamless communication solutions for businesses worldwide, encompassing Phone, WhatsApp, and SMS interactions. With ready-made plugins for most CRMs and...
-
Customer Success Operations Manager
2 weeks ago
Albany, United States Pearson Full timeAs Customer Operations Manager (COM), you play a crucial role in ensuring our customers achieve success with Pearson’s WFS products by collecting, managing and analyzing data to improve customer success operational efficiency and effectiveness. Your focus will be creating strategic programs that accelerate customer adoption of our products, tracking their...
-
Global Customer Success Manager
2 weeks ago
Albany, United States Hewlett Packard Full time**Job Summary** This role is responsible for overseeing complex global deliverables, providing advanced industry expertise, and guiding HP's largest strategic accounts. The role drives growth through proactive strategies, mentoring, and data-driven insights, while also contributing to solution selling and fostering a high level of customer...
-
Premier Customer Success Manager
4 weeks ago
Albany, United States Construction Industry Solutions Corp Full timeJoin the Access Family and see how we make software ideas become a reality! Our core value of Love Work, Love Life, Be You has been central to our success and so were looking for people to join us who share our passion for making things better eve ERP, Software, Manager, Customer Experience, Technology, Construction, Customer, Business
-
Customer Accounts Manager
3 weeks ago
Albany, United States Aaron's Full time**Customer Account Manager** Aarons Customer Account Managers drive the success of our stores by leading the customer accounts department with the primary goal of achieving company standards for collections and lease renewals. As a Customer Account Manager, you will strategically influence team performance to help our customers achieve their goals of...
-
Customer Assurance Manager
2 weeks ago
Albany, United States HP Full timeDescription - Applies technical subject matter knowledge to solve complex customer service issues and is regarded as a subject matter expert. Solves complex problems where analysis of data requires evaluation of multiple factors including customer satisfaction, business priorities, and personnel management. Leads functional project teams and drives...
-
Customer Assurance Manager
2 weeks ago
Albany, United States HP Full time_This role can be located anywhere in the US._ **Description -** Applies technical subject matter knowledge to solve complex customer service issues and is regarded as a subject matter expert. Solves complex problems where analysis of data requires evaluation of multiple factors including customer satisfaction, business priorities, and personnel...
-
Customer Assurance Manager
5 days ago
Albany, New York, United States HP Full time_This role can be located anywhere in the US._Description -Applies technical subject matter knowledge to solve complex customer service issues and is regarded as a subject matter expert. Solves complex problems where analysis of data requires evaluation of multiple factors including customer satisfaction, business priorities, and personnel management....
-
Customer Assurance Manager
2 weeks ago
Albany, United States HP Full timeDescription - Applies technical subject matter knowledge to solve complex customer service issues and is regarded as a subject matter expert. Solves complex problems where analysis of data requires evaluation of multiple factors including customer satisfaction, business priorities, and personnel management. Leads functional project teams and drives...
-
Agent Success Manager
1 month ago
Albany, United States Monticello Real Estate Full timeJob DescriptionJob DescriptionAre you an experienced Sales Manager or Team Leader looking for more opportunities? Maybe you are an experienced sales agent/team leader who knows their strengths are managing, nurturing, teaching or holding others accountable, rather than selling. We have salespeople in our real estate office who need coaching, encouragement,...
-
Agent Success Manager
3 weeks ago
Albany, United States Monticello Real Estate Full timeJob DescriptionJob DescriptionAre you an experienced Sales Manager or Team Leader looking for more opportunities? Maybe you are an experienced sales agent/team leader who knows their strengths are managing, nurturing, teaching or holding others accountable, rather than selling. We have salespeople in our real estate office who need coaching, encouragement,...
-
Grocery Merchandiser
4 weeks ago
New Albany, United States Serv-U-Success Full time-Up to $17/hour -Part-time; 25 hours/week -Tuesday, Friday, and Sunday 1pm-9pm **Training schedule first two weeks 9am-5pm Do you have experience working as a reset merchandiser? Are you able to work both independently and in a team? If so, the Store Representative position at Serv-U-Success may be the right job for you. Teamwork and relationship building...
-
Customer Experience Specialist
4 weeks ago
Albany, United States Contractor In Charge Full time**Contractor In Charge** is actively seeking a hardworking **part-time Customer Experience Specialist** This dispatcher and customer service position works a **part-time nights and weekends schedule**, **approximately 20-25 hours per week.** within an assigned client's time zone. They earn a **competitive wage** of **$14/hour**, depending on experience. We...
-
Customer Experience Specialist
1 month ago
Albany, United States Contractor In Charge Full time**Contractor In Charge** is actively seeking a hardworking **part-time Customer Experience Specialist** This dispatcher and customer service position works a **part-time nights and weekends schedule**, **approximately 20-25 hours per week.** within an assigned client's time zone. They earn a **competitive wage** of **$14/hour**, depending on experience. We...
-
Customer Experience Specialist
10 hours ago
Albany, United States Contractor In Charge Full time**Contractor In Charge** is actively seeking a hardworking **part-time Customer Experience Specialist** This dispatcher and customer service position works a **part-time nights and weekends schedule**, **approximately 20-25 hours per week.** within an assigned client's time zone. They earn a **competitive wage** of **$14/hour**, depending on experience. We...
-
Customer Service
4 weeks ago
Albany, United States Advance Auto Parts Full timeLocation: Location: Customer Service in Albany, OR at Advance Auto Parts **Location:** 2110 Santiam Hwy SE **At Advance Auto Parts we have a passion for YES**. Each day we are motivated by a passion to help our Customers. We have a commitment to advance the lives of our fellow Team Members, Customers, and the Communities where we live and work. When you...
-
Customer Service
5 days ago
Albany, Oregon, United States Advance Auto Parts Full timeLocation: Location: Customer Service in Albany, OR at Advance Auto Parts **Location:** 2110 Santiam Hwy SE **At Advance Auto Parts we have a passion for YES**. Each day we are motivated by a passion to help our Customers. We have a commitment to advance the lives of our fellow Team Members, Customers, and the Communities where we live and work. When you...