Client Manager

Selman & Company LLC Cleveland , OH 44114

Posted 1 week ago

Selman & Company is a leading provider of administrative services related to life & health insurance and similar products with offices in Cleveland, OH, Washington, DC. & Keene NH. Named one of Crains 52 Fastest Growing Companies, Selman & Company continues to build on 36-years of sustainable growth by maintaining an ardent focus on excellent customer and client service and promoting a culture of top performance.

Location: Mayfield Heights, Ohio

Status: Full Time

Relocation Provided: No

Travel Required: 5%

Job Title: Client Manager

Purpose of Position:

Client Managers serve as liaisons between a company and its clients, ensuring excellent customer service and client satisfaction ultimately supporting the companys revenue goals. They must design plans to achieve these goals and create strategies to combat potential revenue losses. They must also perform market research for the clients served to maintain appropriate and relevant service to existing clients.

The Client Manager cultivates relationships and is a trusted partner for clients. This dynamic, high-visibility role has responsibility for a defined book of business, supervising client relations directly and in working with the Senior Client Manager, seeking new business opportunities with existing clients, achieving assigned strategic account and revenue objectives, and managing ongoing retention of clients. The Client Management team represents the entire range of company products and services to assigned book of business, while leading the client account planning cycle and ensuring assigned clients needs and expectations are met.

SPECIFIC RESPONSIBILITIES AND GENERAL FUNCTIONS

Client managers maintain and develop client-business relationships. Client Managers must have a strong understanding of their company's products or services. They must be ready to develop creative solutions for existing clients. Client managers may create and deliver presentations to inform potential or existing clients about their company's products or services. They must ensure that clients are satisfied with the company at all times and will bring in repeated business by resolving any outstanding issues. They also need to inform their clients of new services or marketing opportunities and inform the company about evolving client conditions.

Primary Functions

  • Execute standardized client implementation activities (custom implementations are handled by the Project Management Department) including pre-implementation data/information needed, timeline of steps, Agreement template execution, standards and procedures for operation, reporting requirements, terms and expected results.

  • Manage ongoing activities, data and reporting requirements for clients under management. Develop appropriate client messaging when communicating on activity or reporting.

  • Develop and maintain Executive Overview, Data Flow and Policies and Procedures document for each client under management.

  • Ensure that all escalated service issues from clients under management are handled appropriately and timely. Coordinate with internal partners to secure information necessary to address issue/complaint. Anticipate follow up questions from client and address proactively. Review, appropriately summarize findings and distribute to client. Monitor and follow up as needed.

  • Ensure that all data and reporting requirements and requests for clients under management are handled accurately and timely. Coordinate with internal partners to secure information necessary to address request. Set reasonable expectations with client for turnaround time on request and follow up internally as needed to ensure commitment to client is met.

  • Review all product material, rates, policies and/or certificates of coverage for clients under management to ensure clear understanding of all insurance provisions and how the product and client will be supported administratively. Communicate insurance provisions and administrative requirements to Operations teams.

  • Analyze client and user requirements compared to Operations procedures. Identify gaps in user expectations and services provided. Identify opportunities to improve the client and customer experience.

  • Collaborate with the IT department to ensure timely access to requested or potentially requested data for clients under management or other needs. Direct any data extraction or analysis needs requested by the client.

  • Actively contribute to the development of training manuals company-wide and for all department, regularly executed procedures or processes. Regularly update established training manuals. Train new staff as requested.

KNOWLEDGE AND SKILLS REQUIRED:

  • Minimum 4 year degree or equivalent/ related experience

  • Minimum 2 year Client Management experience

  • Life and/or health insurance company, administrator or brokerage experience preferred.

  • Ability to cultivate effective and productive relationship with internal and external partners.

  • Interprets client and internal needs, assesses requirements with ability to determine actual needs vs. expressed desires and identifies solutions to nonstandard requests.

  • Excellent verbal and written communication and presentation skills.

  • Able to work in fast-paced, self-directed entrepreneurial environment

  • Excellent organizational and time management skills.

  • Decision-making, problem resolution and creative thinking skills.

  • Able to multi-task the activities with shifting priorities.

  • Computer proficiency in Microsoft Office products, remote demonstration and teleconferencing tools.

Working conditions and/or physical requirements:

  • Ability to safely and successfully perform the essential job functions consistent with the ADA, FMLA and other federal, state and local standards, including meeting qualitative and/or quantitative productivity standards.

  • Ability to maintain regular, punctual attendance consistent with the ADA, FMLA and other federal, state and local standards.

Selman & Company is proud to be an Equal Opportunity Employer. Applicants are selected without regard to race, ethnicity, creed, color, religion, sex, age, national origin or ancestry, disability, genetic information, veteran/military status, sexual orientation, gender identity, or other protected characteristic under federal, state or local law.

This job summary is intended to be brief and does not list all the duties for this position. Nothing in this job description should be construed as an express or implied contract of employment. Selman & Company is an at-will employer, which means that either party is free to terminate the employment relationship at any time, without any advanced notice, for any reason or no reason.


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Client Manager

Selman & Company LLC