Customer Experience Manager, Select Market

Summary

Bennie is an employee benefits services and technology firm that helps companies create healthier workplaces. The Customer Experience Manager will lead service relationships and strategies for assigned customers, drive satisfaction and retention, support benefit consulting deliverables, and collaborate with internal teams and external partners.

Responsibilities

• Lead and manage the service relationship and strategy for assigned customers, ensuring the delivery of high-quality service experiences and customer satisfaction
• Support execution of the annual customer account plan for all assigned customers
• Work collaboratively with the consulting delivery team to support the creation and development of key consulting deliverables
• Lead customer open enrollment presentations
• Work collaboratively with other members of the consulting delivery team to support the development and implementation of strategic initiatives
• Stay updated on industry trends, best practices and regulatory changes, and support education and enablement of customers regarding these developments
• Collaborate with cross-functional teams, including but not limited to sales, data operations, and product, to identify and support business development and operational improvement opportunities
• Maintain strong relationships with all customers, strategic partners, and internal Bennie collaborators
• Other duties as assigned

Skills

• The ideal candidate should have experience working in benefits consulting and supporting a book of business, and engaging with insurance carriers and vendors to ensure effective execution on behalf of the customer
• The ideal candidate should possess exceptional analytical, communication, and relationship building skills; and is excited to join a fast-growing benefits brokerage and work with senior team members to help deliver exceptional consulting service and experience to Bennie's customers
• 1. Possess a growth mindset to drive the business upward and forward
• 2. Take a proactive approach to value creation and delivery for customers, colleagues, and partners
• 3. Seize the consultative opportunity in every interaction with customers, colleagues, and partners
• 4. Maintain a curiosity about the industry, Bennie's customers, and Bennie's business
• 5. Bring relentless intensity to the creation of value
• 6. Work collaboratively with customers, colleagues, and partners
• 3 years of benefit account management experience supporting a benefit consulting team with demonstrated success in supporting a complex book of business
• Requires knowledge in benefits and renewal workflow management to effectively service a large client portfolio
• Life & Health Producer's License
• Working knowledge of MS excel, Word, and PowerPoint
• Experience working with today's leading HR/Benefits technology platforms
• Experience in both large- and small- group benefits consulting

Qualifications

Must Haves

• The ideal candidate should have experience working in benefits consulting and supporting a book of business, and engaging with insurance carriers and vendors to ensure effective execution on behalf of the customer
• The ideal candidate should possess exceptional analytical, communication, and relationship building skills; and is excited to join a fast-growing benefits brokerage and work with senior team members to help deliver exceptional consulting service and experience to Bennie's customers
• 1. Possess a growth mindset to drive the business upward and forward
• 2. Take a proactive approach to value creation and delivery for customers, colleagues, and partners
• 3. Seize the consultative opportunity in every interaction with customers, colleagues, and partners
• 4. Maintain a curiosity about the industry, Bennie's customers, and Bennie's business
• 5. Bring relentless intensity to the creation of value
• 6. Work collaboratively with customers, colleagues, and partners
• 3 years of benefit account management experience supporting a benefit consulting team with demonstrated success in supporting a complex book of business
• Requires knowledge in benefits and renewal workflow management to effectively service a large client portfolio
• Life & Health Producer's License
• Working knowledge of MS excel, Word, and PowerPoint

Nice to Haves

• Experience working with today's leading HR/Benefits technology platforms
• Experience in both large- and small- group benefits consulting

Benefits

• Flexible Time Off: We have a flexible vacation policy and offer paid company holidays
• Remote-first environment: Bennie is 100% remote (must be based in the US)
• Medical/Dental/Vision
• HSA & FSA, HRA, Life, Disability, & Employee Assistance Program
• Headspace
• Wellhub
• Rocket Lawyer
• One Medical Membership
• Kindbody
• Financial education with Betterment
• Stock Options: All full-time employees are granted stock options
• Remote Work Stipend: A $1,000 WFH Stipend
• Paid Parental & Bonding Leave
• Employee Referral Bonus Program