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National Client Relationship Manager
2 months ago
Job Responsibilities and Requirements
The National Client Manager (NCM) is responsible for overseeing the complete customer journey with designated national clients while managing and nurturing the overall client partnership. Leading a team of skilled professionals, the NCM is dedicated to fulfilling commitments, maximizing service capabilities, and addressing unique customer requirements.
The NCM will evaluate financial performance, client retention, and growth metrics for the assigned portfolio. As a subject matter expert, the NCM will provide guidance on Disability, Life, FML, State Leaves, and Company Leaves (both Paid and Unpaid) as well as ADA compliance. The typical client group encompasses over 2000 lives.
Key Responsibilities Include:
- Fostering and maintaining strong relationships with clients, brokers, and internal stakeholders to comprehend client needs and ensure satisfaction.
- Addressing customer requirements by engaging internal partners to enhance the overall service experience. Exemplifying exemplary communication and supporting company initiatives.
- Establishing a tailored Communication Structure for each client, which includes meaningful executive summaries, action plans, site visits, and regular meetings that provide tactical support and demonstrate our value as a vendor partner.
- Developing and managing Client Business Plans focused on customer needs while overseeing financial metrics for profitability, growth, and retention to meet company objectives. Responsibilities include monitoring plan performance, preparing renewal strategies, managing plan modifications, and identifying opportunities for cross-selling and value-added services.
- Proactively identifying, analyzing, and defining issues, discussing alternative solutions, and making timely decisions while assessing their impact.
- Communicating and presenting confidently to influence positive outcomes and drive strategic initiatives.
- Recognizing challenges, offering solutions, and resolving complex client issues collaboratively and promptly.
- Demonstrating expertise in job functions while staying updated on relevant regulations. Establishing workflow controls for efficiency and accountability, meeting deadlines, and achieving assigned goals.
Required Knowledge, Skills, Abilities, and Experience:
- Bachelor's Degree (BS/BA) in Business or a related field.
- Group Life and Health Licenses are mandatory.
- Proficiency in MS Office applications, including Outlook, Word, Excel, and PowerPoint.
- Self-motivated with the ability to manage tasks independently.
- Consistently supports company and departmental vision and goals; encourages client adherence to initiatives.
- Exceptional presentation and communication skills, both written and verbal.
- Proven capability to handle multiple tasks and meet tight deadlines.
- Strong analytical and problem-solving abilities.
- High level of customer service orientation.
- Ability to manage responsibilities with minimal supervision and work autonomously.
- Skill in prioritizing daily tasks and discerning urgent needs.
- Experience in negotiating complex contracts and agreements.
- Highly adaptable with a willingness to learn and grow in a dynamic environment.
- A minimum of 3-5 years of experience in group insurance, absence management, disability, leave, and life insurance, along with experience in account management, sales, or underwriting.
Travel Requirements: Up to 50% travel may be necessary.
What We Offer:
At Reliance Matrix, 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 to support our team members' financial, physical, and mental well-being.
Our Benefits Include:
- An annual performance bonus for all team members.
- A generous 401(k) company match that is immediately vested.
- A selection of three medical plans (including prescription drug coverage) tailored to meet individual needs.
- Various options for dental and vision coverage.
- Company-provided Life & Disability Insurance for financial protection.
- 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 Matrix 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 depends solely on your qualifications.
