Client Manager

3 days ago


Columbia, Maryland, United States Unum Group Full time
Job Title: Client Manager

As a Client Manager at Unum Group, you will play a critical role in driving proactive customer management, education, development, profitable growth, and retention. You will be responsible for designing and executing integrated enrollment, service, and growth strategies for each customer in your block.

Key Responsibilities:
  • Pre and post-sale proactive client management, education, development, growth, and retention for core market
  • Primary integrated relationship manager for customers
  • Develop personal connections with brokers, enrollment firms, and customers
  • Develop and execute on customer-specific business plans, partnering with Home Office as needed
  • Provide excellent customer service to assigned blocks of customers
  • Responsible for oversight of, coordination for all post-sale activities, including implementation, ongoing servicing, and issue resolution
  • Escalated customer support - coordinates communication with Home Office (i.e., billing, claims, Broker Comp Services, etc.)
  • Effectively navigate challenges employers face (mergers/acquisitions, layoffs, reorganization) that could affect Unum's relationship
  • Profitable growth of the in-force block
  • Responsible for proactive customer development actions to grow revenue and retain customers - (renewals, re-enrollments, New Business Old Contract (NBOC), cross-selling, and retention)
  • In partnership with sales, proactively manage pre-renewal communication to improve reenrollment effectiveness and avoid renewal distractions during rate guarantee expiration and anniversary
  • Owns the enrollment and re-enrollment event and results, inclusive of expenses
  • In partnership with the Sales Rep, owns the results on employee-paid cases, including participation results and enrollment expenses
  • Understand and leverage Unum's enrollment capabilities, services, and tools
  • Develop and communicate enrollment strategy with both internal and external partners
  • Work closely with local Benefit Counselors on specific cases to ensure effective enrollment events
  • Work closely with ICS Implementation Manager
  • Own case-level employee communication and education
  • Manage local Benefit fair activities with Field Office team
  • Build and develop enrollment firm relationships for larger customers
  • Partner with Sales Rep, Marketing Consultant, and Home Office to execute on all strategies - operating effectiveness
  • Partner with key Home Office areas to deliver full service to customers
  • In partnership with sales rep, provide thorough customer updates, broker feedback, and other pertinent action items that impact sales effectiveness
  • Develop and present renewals driving persistency and profitability
  • Partner with Sales Rep to develop and present renewals to drive persistency and profitability
  • Manage handoffs between Small Case team and Field Office for seamless execution of enrollment, re-enrollment, NBOC/New Lines of Coverage (NLOC) opportunities
  • May perform other duties as assigned
Requirements:
  • Bachelor's degree or equivalent business experience required
  • Experience in the employee benefits industry preferred
  • Licensed to sell insurance in the states within assigned territory, license required within 90 days from effective date of hire/promotion
  • Strong growth and sales orientation
  • Full understanding of the Unum product and service portfolio
  • Proficient in Microsoft Office - Word, PowerPoint, Excel
  • Strong technical aptitude - ability to utilize and leverage technology and systems
  • Strong negotiation, persuasion, and presentation skills
  • Proven ability to think strategically and act tactically
  • Strong organization skills/ability to manage multiple demands and priorities
  • Excellent problem-solving/problem resolution
  • With each customer, projects confidence and enthusiasm about the company
  • Outgoing, excellent communication skills - both written and verbal
  • Strong business acumen
  • Ability to work/partner with a close team
  • Strong relationship management skills
  • Ability to manage conflicts
  • Results-oriented
  • Ability to travel as needed

Unum Group offers a competitive and comprehensive benefits package, including healthcare benefits, insurance benefits, paid time off, and a 401(k) retirement plan with an employer match. All benefits are subject to the terms and conditions of individual plans.

Unum Group is a Fortune 500 company and leading provider of employee benefits to companies worldwide. Headquartered in Chattanooga, TN, with international offices in Ireland, Poland, and the UK, Unum also has significant operations in Portland, ME, and Baton Rouge, LA, plus over 35 US field offices.


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