Responsible for managing an assigned book of business dedicated to National Accounts, typically up to 10,000 lives. They will be accountable for the successful attainment of key metrics, including target persistency and client service objectives. Responsible for developing a book of business management strategy, utilizing management tools such as the account management database tool (CRM), Client Reporting Package tool, etc. At the case level, the National Client Manager will be responsible for developing and driving client strategies throughout the year to ensure persistency and profitable growth metrics are achieved. This may include (but is not limited to) delivering and defending renewals, developing new product (cross-sell, up-sell, etc.) recommendations and competitor strategies. Exhibits subject matter expertise. Acts as a resource by peers.
Partners with sales and/or practice leaders to manage the client renewal strategy for assigned customers. This includes managing applicable internal partners, reviewing and negotiating the financials and ultimately presenting and successfully delivering the renewal to the customer (typically via the Client Reporting Package tool).
Identifies, and partners with internal stakeholders on, potential downstream effects when changes are requested.
Actively participates in benefit fairs and support enrollment processes with clients.
Proactively identifies cross sell opportunities (additional lines of business) to existing clients.
Manages merger and divestiture activities with clients to ensure smooth transitions.
Participates in finalist meetings. This typically is with mid-size teams and could include navigating complex solution discussions.
Manages and negotiates performance guarantees as needed.
Process & Relationship Management
Strong relationships with day-to-day client and broker contacts.
Achieves or exceeds assigned metrics for client persistency, new customer/product implementations, and customer satisfaction.
Responsible for document management with clients. May assist in developing standard operating procedures as needed for national accounts team.
Serves as a Company leader and subject matter expert (via the National Accounts Centers of Excellence program), in the areas of RFP response development, competitive positioning and other internal key subject areas as required.
Owns all meetings, invites appropriate team members and directs their participation.
Works effectively with all Home Office functional departments to implement new business and prepares for renewal situations.
Trains and on boards new brokers and client human resource teams.
Mentors new staff.
Develops ad-hoc and some customized reporting for brokers and clients including any statutory annual reporting.
Performs analysis, identifies trends and recommends solutions.
Provides support to clients for system (HRIS, payroll, vendor) changes as well as file feeds. This support typically entails a fair level of complexity.
Manages off boarding clients.
Develops and manages annual client strategies to ensure persistency and profitable growth.
Interprets and delivers client data in relationship to benchmark data.
Provides suggested strategies for the client's future based on client data and industry trends. Typically, these strategies require a fair level of customization.
Works closely with the Regional Sales Office, Implementation Manager, and internal support resources in order to develop an effective and efficient strategy and workflow for new and existing business.
Required Knowledge, Skills, Abilities and/or Related Experience
Bachelor's Degree (BS/BA) - Business or related
Group Life and Health License(s) required
AHIP, LOMA or CEBS preferred
At least 5 years of group insurance experience servicing accounts and/or account management.
Self-motivated with the ability and drive to manage a book of business.
Consistently develops action plans that drive solutions.
Consistently champions company and department vision and goals; drives client adherence to initiatives.
Work history should include group insurance sales and/or experience-rated underwriting experience, with a bias towards providing superior client service and satisfaction.
Excellent presentation and written/verbal communication skills.
Proven ability to multi-task, manage tight deadlines and demonstrate superior analytical and problem solving skills.
High level of customer service orientation.
Ability to research and solve problems with moderate supervision.
Knowledge of MS Office applications required including Outlook, Word, Excel, and PowerPoint.
Ability to negotiate complex contracts and agreements.
Reliance Standard Insurance Company is an equal opportunity employer. Applicants are considered for positions without discrimination on the basis of race, color, religion, sex, national origin, age, disability, sexual orientation, gender identity, veteran status or any other consideration made unlawful by applicable federal state or local laws.