Client Manager

Job Responsibilities and Requirements

Assume overall responsibility for managing dedicated client accounts ranging from 500 to 2,000 lives. The Client Manager is the main contact for the client for ongoing service and is the customer’s resource for consultative advice on contracts, plan structure, financial and renewal questions, escalation of claim issues and other administrative aspects of their plan.

Account Management

During implementation, collaborates with the implementation team to understand the sold case parameters up front, so they may be engaged as necessary throughout implementation. Stays informed throughout the implementation so there is a smooth transition to this position after implementation.

Understand client business, issues, and needs through required proactive face-to-face client visits and proactive phone contact; builds, maintains, and manages positive ongoing client relationship.

Provides continual education to client on company processes, policies, and procedures, including web-site services and navigation. Keep client and broker / consultants apprised of product and service enhancements.

Responsible for oversight, monitoring and compliance with any performance guarantees on assigned cases.

Work closely with billing, underwriting, claims, and other internal departments to facilitate smooth operational functions. Must maintain thorough knowledge of all service activities associated with assigned clients. Must present complete understanding of all issues to client to ensure a seamless client experience.

Understands, interprets and can clearly deliver Claims Experience Reporting and data to clients; Delivers annual stewardship meeting.

Sales

Collaborates with sales representative to identify up-sell / cross-sell opportunities on assigned accounts; builds re-enrollment strategies for their clients.

Collaborates with sales representative and coordinates and negotiates renewal for assigned cases with sales & underwriting; communicates clients’ needs, issues, risks, and opportunities; prepares and presents renewal to client.

If required, reviews RFPs and actively participate with the sales representative in finalist presentations – on an as needed base only.

Drives revenue by addition of new lines on inforce customers, increased enrollment.

Administrative

Utilize the best practices and follow standard operating procedures. Also, identify internal process, policy, procedure or technology issues that may be adversely impacting client satisfaction. Work with Regional Service Manager to identify and implement solutions.

Contribute to and participate in departmental and organization-wide projects and committees designed to enhance service, improve efficiency, and improve knowledge.

Required Knowledge, Skills, Abilities and / or Related Experience

Bachelor’s Degree

At least 5 years of group insurance experience servicing accounts and / or account management

Demonstrated exceptional customer service acumen, strong consulting / negotiation / leadership skills, deep product / maintenance knowledge (including plan designs, funding, banking, etc.) with a high degree of operational effectiveness. The position must balance the needs of the client with that of the business

State insurance license required

Demonstrated success in managing key brokers / consultants

Excellent communication, facilitation, and presentation skills

Strong consultative, negotiation, persuasion and influencing skills – sales orientation

Thorough knowledge of group insurance, products, contracts, and services

Understanding of state regulations applying to group plans

Knowledge of underwriting principles and practices

Ability to build and maintain collaborative working relationships at all levels

Planning and organization skills, multi-tasking

Proven financial aptitude / analytical skills

Ability to adapt to change

Ability to work independently

Computer proficiency in Excel, Word and PowerPoint

Ability to represent Reliance in a professional manner

Ability to Travel : Up to 50%

The expected hiring range for this position is $72,500.00 - $96,790.00 annually for work performed in the primary location (Phoenix, AZ). This expected hiring range covers only base pay and excludes any other compensation components such as commissions or incentive awards. The successful candidate’s starting base pay will be based on several factors including work location, job-related skills, experience, qualifications, and market conditions. These ranges may be modified in the future.

Work location may be flexible if approved by the Company.

What We Offer

At Reliance Matrix, we believe that fostering an inclusive culture allows us to realize more of our potential. And we can’t do this without our most important asset—you.

That is why we offer a competitive pay package and a range of benefits to help team members thrive in their financial, physical, and mental wellbeing.

Our Benefits :

• An annual performance bonus for all team members
• Generous 401(k) company match that is immediately vested
• A choice of three medical plans (that include prescription drug coverage) to suit your unique needs. For High Deductible Health Plan enrollees, a company contribution to your Health Savings Account
• Multiple options for dental and vision coverage
• Company provided Life & Disability Insurance to ensure financial protection when you need it most
• Family friendly benefits including Paid Parental Leave & Adoption Assistance
• Hybrid work arrangements for eligible roles
• Tuition Reimbursement and Continuing Professional Education
• Paid Time Off – new hires start with at least 20 days of PTO per year in addition to nine company paid holidays. As you grow with us, your PTO may increase based on your level within the company and years of service.
• Volunteer days, community partnerships, and Employee Assistance Program
• Ability to connect with colleagues around the country through our Employee Resource Group program
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 or disability, or any other classification or characteristic protected by federal or state law or regulation. We assure you that your opportunity for employment depends solely on your qualifications.

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