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Client Manager
4 months ago
When you join the team at Unum, you become part of an organization committed to helping you thrive.
Here, we work to provide the employee benefits and service solutions that enable employees at our client companies to thrive throughout life’s moments. And this starts with ensuring that every one of our team members enjoys opportunities to succeed both professionally and personally. To enable this, we provide:
Award-winning culture
Inclusion and diversity as a priority
Competitive benefits package that includes: Health, Vision, Dental, Short & Long-Term Disability
Generous PTO (including paid time to volunteer)
Up to 9.5% 401(k) employer contribution
Mental health support
Career advancement opportunities
Student loan repayment options
Tuition reimbursement
Flexible work environments
And that’s just the beginning…
With 10,000 employees helping more than 39 million people worldwide, every role at Unum is meaningful and impacts the lives of our customers. Whether you’re directly supporting a growing family, or developing online tools to help navigate a difficult loss, customers are counting on the combined talents of our entire team. Help us help others, and join Team Unum today
General Summary:The Client Manager (CM) is responsible for proactive customer management, education, development, profitable growth and retention. The CM drives, designs, and executes integrated enrollment, service and growth strategies for each customer in their block.The position will provide enrollment customer relationship and growth support for Unum’s portfolio of voluntary products (Group, VB, IDI) with the ultimate objective of delivering enrollment solutions that maximize participation and premium, minimize expenses, and differentiate Unum’s portfolio of products and services. The CM is also responsible for the oversight of implementation and post sale activities. These activities include ongoing customer relationships, identification and execution of cross selling, and partnering with the sales team. This position is a Unum face to customers, brokers and enrollment firms.
Principal Duties and 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. When applicable, partner with Home Office to execute on CM’s customer business plans and understand issues with Home Office serviced customers.
- Provide excellent customer service to assigned block 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 relationship
- Profitable Growth of the Inforce 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 with the goal of improving reenrollment effectiveness and avoiding 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, own 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/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
- Participate on corporate and cross functional projects
- Serves as subjective matter expert and team lead on designated business topics and/or processes
- Trains and mentors Client Managers and other team members on assigned business topic or process
- May perform other duties as assigned
Job Specifications
- 5+ years of experience in sales or management of clients and/or 2+ years in the Client Management role
- Bachelors 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 consultative skills; able to think broadly when problem solving and making decisions
- Superior relationship building/management, interpersonal and partnership skills; able to influence a range of constituents
- Strong leadership skills. Ability and desire to coach and mentor others.
- 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 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
- Excellent communication, presentation, negotiation, persuasion and conflict management skills
- Strong business acumen
- Ability to work/partner with a close team
- Results oriented
- Ability to travel as needed
Unum and Colonial Life are part of Unum Group, 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. Colonial Life is headquartered in Columbia, SC, with over 40 field offices nationwide.
Fully and partially leveraged roles are paid pursuant to a uniformly applied sales compensation plan. For partially leveraged roles, a starting salary or salary range will be listed in the above job description. If salary information is not listed in the job description above, compensation is based solely on commissions.Additionally, Unum offers a portfolio of benefits and rewards that are competitive and comprehensive including healthcare benefits (health, vision, dental), insurance benefits (short & long-term disability), paid time off, and a 401(k) retirement plan with an employer match up to 5% and an additional 4.5% contribution whether you contribute to the plan or not. All benefits are subject to the terms and conditions of individual Plans.
Company:
Unum