Bennie Senior Customer Experience Manager, Enterprise at Bennie leads customer satisfaction and retention for enterprise customers. The role manages day-to-day service relationships and partners with consultants on benefit strategies and renewals.
Responsibilities
The Enterprise Senior Customer Experience Manager (CEM) is responsible for driving customer satisfaction and retention by leading and delivering an exceptional, high-touch service experience for an assigned book of enterprise-segment customers (~500+ lives). The Enterprise CEM serves as the primary day-to-day service relationship owner for assigned enterprise customers, while partnering closely with Enterprise Benefits Consultants in the development and delivery of key benefit strategies, multi-year benefit strategies, complex renewals, and helping to develop and maintain relationships with customers and external partners.
Reporting to: Director of Enterprise Consulting
Lead and manage the day-to-day service relationship and strategy for assigned enterprise customers (~500+ lives), ensuring the delivery of high-quality service experiences, rapid issue resolution, and customer satisfaction.
Own and drive execution of the annual customer account plan and service calendar for all assigned enterprise customers.
Work collaboratively with the consulting delivery team (Enterprise Consultants and Analysts) to support the creation and development of key consulting deliverables, including renewal decks, stewardship reports, RFP exhibits, and vendor assessments.
Lead customer open enrollment strategy, readiness, and customer/employee-facing presentations and materials as needed.
Work collaboratively with other members of the consulting delivery team to support the development and implementation of strategic initiatives, including self-funding transitions, compliance roadmaps, and administrative system setups.
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 carrier/TPA/PBM partners, and internal Bennie collaborators.
Oversee complex customer escalation management, carrier billing reconciliations, eligibility audits, and contract implementations across multiple lines of coverage.
Partner with Enterprise Consultants during the onboarding process to project-manage seamless customer transitions onto Bennie's platform and service model.
Qualification
Maintain a curiosity about the industryWork collaboratively with customersActive Life & Health Producer’s LicenseProfessional designations (e
Required
The Enterprise Senior CEM should exhibit the core attributes of the Bennie consulting team:
Possess a growth mindset to drive the business upward and forward.
Take a proactive approach to value creation and delivery for customers, colleagues, and partners.
Seize the consultative opportunity in every interaction with customers, colleagues, and partners.
Maintain a curiosity about the industry, Bennie’s customers, and Bennie’s business.
Bring relentless intensity to the creation of value.
Take ownership of one’s impact and influence on customers, colleagues, and partners.
Work collaboratively with customers, colleagues, and partners.
Act with compassion in every interaction, every time.
4+ years of account management experience supporting a benefit consulting team and enterprise/large-group book of business (~500+ lives).
Robust experience working with fully insured and self-funded medical benefits programs and service channels, and most ancillary lines of coverage.
Active Life & Health Producer’s License.
Preferred
Experience working with today’s leading HR/Benefits technology platforms (e.g., Workday, UKG, ADP, Businessolver, PlanSource, Benefitfocus).
Professional designations (e.g., CEBS, GBA, PHR, SHRM-CP).
Prior experience in a high-growth consulting or tech-forward brokerage environment.
