Using a consultative approach, the Client Success Pro identifies, plans and conducts product and marketing learning opportunities with accounts to grow the business. Partnering with Vice President, Business Development and sales team, they guide and train assigned clients on benefits and useful marketing approaches to ensure client goals are met. They maintain in-depth familiarity of all newly targeted and contracted accounts as well as reviews "getting started requirements" with all new clients. Client Success Pro cultivates client relationships as well as monitors and reassesses account status to determine resources to be allocated to assigned accounts.
Provides guidance to address clients' sales and operational challenges and questions
Works in concert with assigned sales representative, clients and marketers to build relationships and help collaborate and implement strong sales and marketing plans, to include how the group defines success
Assists New Benefits employees with escalated client-related issues
Reviews, researches and provides clarification based on the Prospective Client Profile submissions
Understands and articulates all aspects of New Benefits operations, benefits, and group set up and the associated time frames
Finalizes game plan and creates summary to ensure smooth transition to Account Executive
Sets implementation/workflow expectations with the client and collects pertinent information to identify client deliverables based on marketing strategy
Compiles monthly and annual activity and debriefing reports to VP Business Development and assigned sales representative
Performs 30 day, 60 day and 12 month activity reviews to determine account activity, benefit utilization, and renewal status
Coordinates and facilitates conference call and webinar training for new client offices and staff, as well as assisting Sales with prospective client calls when needed
Maintains in-depth knowledge of health care/discount/insurance industry
When necessary, travels to designated accounts for training and program implementation
New Benefits tour-certified/conduct tours of New Benefits facilities for clients
Core Competencies (F.L.I.I.P.)
Flexibility – Maintains effectiveness when experiencing major changes in work responsibilities or environment and adjusts effectively to work within new structures, processes, requirements or cultures. Remains flexible in spite of adversity. Embraces change.
Leadership – Facilitates a positive and productive team oriented environment. Provides open communication/feedback within the team. Builds collaboration to maintain productive teams. Treats people with honesty and respect. Maintains positive relationships with employees at all levels. Uses appropriate interpersonal styles to establish effective relationships with clients, vendors and internal partners. Interacts with others in a way that promotes openness and trust and gives them confidence in one's intentions.
Innovation – Identifies and accomplishes challenging objectives or personal goals. Works effectively with others to achieve goals. Looks for and takes advantage of opportunities. Maintains a high level of interest, enthusiasm and personal performance. Takes steps to improve processes and find better solutions. Champions quality work and proactively takes steps to correct errors or improve overall products/solutions. Drives continuous improvement. Demonstrates a willingness to change approach based on feedback.
Integrity – Supports and upholds the organization's standards and values. Demonstrates honesty, reliability and professionalism. Maintains the highest ethical standards.
Passion – Provides excellent customer service to internal clients, partners, vendors and teams. Responds promptly, professionally, effectively, and efficiently. Recognizes sense of urgency in responding to needs. Follows up to ensure requests, needs, and commitments are met consistently.
Job Specific Competencies
Building Collaborative Relationships – The ability to develop, maintain, and strengthen partnerships with others inside or outside the organization who can provide information, assistance, and support.
Strategic Thinking – The ability to analyze the organization's competitive position by considering market and industry trends, existing and potential customers (internal and external), and strengths and weaknesses as compared to competitors.
Diagnostic Information Gathering – The ability to identify the information needed to clarify a situation, seek that information from appropriate sources, and use skillful questioning to draw out the information, when others are reluctant to disclose it.
Thoroughness – Ensuring that one's own and others' work and information are complete and accurate; carefully preparing for meetings and presentations; following up with others to ensure that agreements and commitments have been fulfilled.
Analytical Thinking – The ability to tackle a problem by using a logical, systematic, sequential approach.
Personal Credibility – Demonstrated concern that one be perceived as responsible, reliable, and trustworthy.
Stress Management – The ability to keep functioning effectively when under pressure and maintain self-control in the face of hostility or provocation.
Self Confidence – Faith in one's own ideas and capability to be successful; willingness to take an independent position in the face of opposition.
Establishing Focus - The ability to develop and communicate goals in support of the business' mission.
Qualifications and Skills
Bachelor's degree or equivalent education and experience
TX Life and Health Insurance license preferred
Experience in insurance sales and marketing with an emphasis on traditional worksite marketing and group insurance sales a plus
Proficient in MS Office including Word, Excel, Power Point, and Outlook
Strong presentation skills
Professional written and verbal skills
Strong facilitation, analytical and project management skills
Ability to develop credibility and rapport with people at all organizational levels
Outgoing, proactive, aggressive and competitive attitude
Strong work ethic with a commitment to excellence in quality and service
Ability to work under pressure and assimilate large quantities of information quickly without sacrificing quality and detail
Strong follow-through skills
Require minimal supervision
Dress, appearance and behavior reflect favorably on the organization
Ability to work cooperatively with other team members by effectively integrating personal skills with those of others in accomplishing organizational goals
Extraordinary time management and organizational skills
Resilience to effectively handle problems and accept constructive criticism
Proven track record of dependability through tenure with previous employers or internal positions
Travel required up to 50%, or as necessary
Ability to talk or hear, both in person and by telephone
Good visual acuity
Capable of lifting up to 25 pounds
Must be able to perform work at a computer terminal for 6-8 hours, and function in an environment with interruptions
*Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
This discount card program is NOT insurance, not intended to replace insurance, and does not meet the minimum creditable coverage requirements under the Affordable Care Act or Massachusetts M.G.L. c. 111M and 956 CRM 5.00. It contains a 30-day cancellation period, provides discounts only at the offices of contracted health care providers, and each member is obligated to pay the discounted medical charges in full at the point of service. For a complete list of disclosures, please click here. | Limitations, Exclusions and Exceptions | Discount Plan Organization: New Benefits, Ltd., Attn: Compliance Department, PO Box 803475, Dallas, TX 75380-3475.