POSITION SUMMARY:
The Client Relationship Manager (CRM) is responsible for providing exceptional client care while leading a team that manages a portfolio of new and existing accounts. The CRM serves as the primary client-facing leader, ensuring that clients receive outstanding service and professional support. This role involves mentoring team members, addressing client issues, and developing strategies to retain and grow client relationships. The CRM also plays a key role in process improvement, automation, and promoting a positive team environment.
PRINCIPAL DUTIES & RESPONSIBILITIES (Core Competencies):
- Client Leadership and Team Mentorship: Act as the primary client-facing team leader for a large number of clients, providing guidance and mentorship to Relationship Specialists to ensure high service standards (Advanced).
- Client Issue Resolution: Serve as the first point of escalation for client issues, addressing concerns and joining client calls to facilitate resolution, even outside of standard business hours (Advanced).
- Relationship Management and Retention: Build and maintain strong relationships with Plan Administrators, Brokers, and Client Experience team members, promoting engagement, retention, and growth (Advanced).
- Process Improvement and Automation: Identify opportunities for process improvements and automation, working to enhance service delivery and operational efficiency (Intermediate).
- Client Education and Support: Educate clients on systems, tools, and policies related to Ameriflex products and services, ensuring they are equipped to utilize offerings effectively (Intermediate).
- Account Organization and Documentation: Maintain organized and accurate account information for each client, ensuring easy access to essential details (Advanced).
- Business Strategy Development: Collaborate with internal partners to develop and execute business plans and strategies that align with organizational goals (Intermediate).
- Proactive Client Support: Anticipate client needs by addressing potential questions and concerns before they arise, demonstrating a proactive approach to service (Advanced).
- Confidentiality and Compliance: Handle confidential client information with tact and discretion in accordance with HIPAA and other relevant regulations (Advanced).
- Empathy and Soft Skills: Exhibit a high level of empathy and interpersonal skills when working with clients and team members, fostering a supportive and positive work environment (Advanced).
- Goal Setting and Performance Tracking: Set and exceed performance goals related to client satisfaction, retention rates, and service delivery metrics (Intermediate).
- Travel Requirements: Travel as needed, ideally once or twice per year, to support client relationship management and business development initiatives (Beginner).
- Other Duties: Perform additional duties as assigned by the Client Experience Manager to support business needs (Beginner).
Requirements
KNOWLEDGE, SKILLS, AND ABILITIES REQUIRED:
- Leadership and Mentorship: Strong leadership skills with the ability to guide, mentor, and develop team members, driving service quality and performance improvements (Advanced).
- Client-Focused Mindset: Deep commitment to providing excellent client service, with the ability to set and exceed client expectations (Advanced).
- Problem-Solving Skills: Keen ability to think on your feet and solve problems efficiently, even in high-pressure situations (Intermediate).
- Communication and Organizational Skills: Superior written, verbal, and organizational skills, with attention to detail and the ability to handle large client portfolios (Advanced).
- Stress Management and Adaptability: Ability to thrive in a fast-paced environment, managing high call and email volumes, and staying calm under pressure (Intermediate).
- Process Improvement Orientation: Experience identifying and implementing process improvements to enhance service delivery (Intermediate).
- Technical Proficiency: Proficient in navigating multiple web-based programs and utilizing technology to resolve client issues quickly (Intermediate).
- Goal Orientation and Initiative: Highly goal-oriented and self-motivated, with a proactive approach to advancing within the organization (Advanced).
- Compliance Awareness: Strong understanding of HIPAA regulations and best practices for handling sensitive information (Advanced).
CREDENTIALS & EXPERIENCE:
Education: Bachelor’s Degree from an accredited institution required.
Experience:
5+ years of account management experience, with a focus on client relationship management and service delivery (Advanced).
Experience in Benefits Administration preferred (Beginner).
Technical Skills:
Intermediate to advanced Microsoft Excel skills preferred (Intermediate).
Benefits
NOTE: The pay rate for this position is set at $66,000.00, plus annual bonus potential.
BENEFITS
- Medical Insurance
- Vision Insurance
- Dental Insurance
- 401(k) Matching
- Flexible Spending Accounts
- Health Savings Accounts
- Disability & Life Insurance
- Employee Assistance Program
- LegalShield
- ID Shield
- Commuter Reimbursement Plan
- Tuition Reimbursement
- Bonus Pay – This position falls under our corporate bonus plan, which entitles you to up to 10% of your annual salary as a bonus payout each year.
ADDITIONAL BENEFITS INCLUDE:
- Wellable membership
- Telescope Health (telehealth) through Accresa
- Intellect (mental health) application
- Employee engagement activities, including voluntary events, raffles, book club, and more!