Client Relationship Manager

2 weeks ago

Phoenix, Arizona, United States Reliance Standard Full time
Job Responsibilities and Requirements

The Client Manager is entrusted with the comprehensive oversight of dedicated client accounts, typically encompassing between 500 to 2,000 lives. Acting as the primary liaison for clients, this role provides essential consultative guidance on contracts, plan structures, financial inquiries, renewal processes, and the resolution of claim issues, along with other administrative facets of their plans.

Account Management
  • During the implementation phase, the Client Manager collaborates with the implementation team to grasp the parameters of the sold case from the outset, ensuring their involvement as necessary throughout the process. They remain engaged to facilitate a seamless transition post-implementation.
  • Develops a thorough understanding of the client's business, challenges, and requirements through proactive face-to-face visits and regular phone communications, fostering and nurturing positive, ongoing client relationships.
  • Provides continuous education to clients regarding company processes, policies, and procedures, including guidance on website services and navigation. Keeps clients and brokers informed about product and service enhancements.
  • Oversees, monitors, and ensures compliance with any performance guarantees associated with assigned accounts.
  • Works closely with billing, underwriting, claims, and other internal departments to ensure smooth operational functions. Maintains comprehensive knowledge of all service activities related to assigned clients and presents a complete understanding of all issues to guarantee a seamless client experience.
  • Interprets and communicates Claims Experience Reporting and data to clients; organizes and delivers annual stewardship meetings.
Sales
  • Partners with sales representatives to identify opportunities for upselling and cross-selling on assigned accounts; formulates re-enrollment strategies for clients.
  • Collaborates with sales representatives to coordinate and negotiate renewals for assigned cases, effectively communicating clients' needs, issues, risks, and opportunities; prepares and presents renewal proposals to clients.
  • When necessary, reviews RFPs and actively participates with the sales representative in finalist presentations.
  • Drives revenue growth through the addition of new lines for existing customers and increased enrollment.
Administrative
  • Implements best practices and adheres to standard operating procedures. Identifies internal processes, policies, or technology issues that may negatively impact client satisfaction and collaborates with the Regional Service Manager to develop and implement solutions.
  • Contributes to and engages in departmental and organization-wide projects and committees aimed at enhancing service quality, improving efficiency, and expanding knowledge.
Required Knowledge, Skills, Abilities and/or Related Experience
  • Bachelor's Degree
  • A minimum of 5 years of experience in group insurance account servicing and/or management.
  • Proven exceptional customer service skills, strong consulting, negotiation, and leadership abilities, along with extensive product knowledge and operational effectiveness. This role requires balancing client needs with business objectives.
  • State insurance license is mandatory.
  • Demonstrated success in managing key brokers and consultants.
  • Excellent communication, facilitation, and presentation skills.
  • Strong consultative, negotiation, persuasion, and influencing skills with a sales-oriented mindset.
  • Thorough understanding of group insurance products, contracts, and services.
  • Knowledge of state regulations pertaining to group plans.
  • Familiarity with underwriting principles and practices.
  • Ability to cultivate and maintain collaborative working relationships at all organizational levels.
  • Strong planning and organizational skills, with the ability to multitask.
  • Proven financial acumen and analytical skills.
  • Adaptability to change.
  • Ability to work independently.
  • Proficiency in Microsoft Excel, Word, and PowerPoint.
  • Ability to represent the company in a professional manner.
Ability to Travel: Up to 50%

What We Offer

At Reliance Standard, we are committed to fostering a diverse, equitable, and inclusive culture that allows us to reach our full potential. Our employees are our most valuable asset.

We provide a competitive compensation package and a variety of benefits designed to support our team members' financial, physical, and mental well-being.

Our Benefits:
  • An annual performance bonus for all team members.
  • Generous 401(k) company match that is immediately vested.
  • A selection of three medical plans (including prescription drug coverage) tailored to meet individual needs. For High Deductible Health Plan participants, a company contribution to a Health Savings Account.
  • Multiple options for dental and vision coverage.
  • Company-provided Life & Disability Insurance for financial protection when needed.
  • Family-friendly benefits, including Paid Parental Leave and Adoption Assistance.
  • Hybrid work arrangements for eligible positions.
  • Tuition Reimbursement and Continuing Professional Education opportunities.
  • Paid Time Off, volunteer days, community partnerships, and an Employee Assistance Program.
  • Opportunities to connect with colleagues nationwide through our Employee Resource Group program and Diversity, Equity & Inclusion Council.
Our Values:
  • Integrity
  • Empowerment
  • Compassion
  • Collaboration
  • Fun
EEO Statement

Reliance Standard is an equal opportunity employer. We adhere to a policy of making employment decisions without regard to race, color, religion, sex, national origin, citizenship, age, disability, or any other classification or characteristic protected by federal or state law or regulation. Your opportunity for employment is solely based on your qualifications.

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