Under direction from the Senior Director, the Client Services Manager oversees client relationships ensuring WBD is meeting performance measures relating to customer satisfaction with our products, service, and renewal retention. This position facilitates all client processes and customer service follow up during and after implementation has been completed. The Client Services Manager partners with all areas of the company to effectively manage the customer’s expectations. Provides ongoing support and excellent customer service to maintain and grow the client relationship. The person in this role is responsible for helping to create processes and identifying opportunities for revenue growth and customer retention.
This position requires attention to detail and project management skills. Candidate will be responsible for managing the requirements and services for out projects with a keen understanding of OneSite processes and MoO structure.
Key Job Responsibilities and Accountabilities:
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Participates in any discovery or implementation meetings internally or with customer or outside vendors
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Helps to define and document processes to ensure proper adherence to responsibilities.
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Provide direction and structure for optimal workflow utilization. Including but not limited to training initiatives, establishing key metrics, driving and monitoring productivity and improving business process.
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Responsible for daily customer management and participates in relationship-building activities as needed.
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Follow policies and procedures for implementation and ongoing customer support. Anticipate and provide solutions to complex benefits administration and customer service issues.
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Monitor all stages of customer relationships to ensure milestones are met. Inform direct supervisor of any obstacles that may affect achievement of defined goals and objectives.
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Work with the senior management to ensure all services are being completed.
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Liaison with other departments to leverage relationships and contacts to meet project requirements.
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Identify resources that enhance performance and quality of products and services.
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Partner with all teams of the organization to meet customer needs and ensure customer retention and satisfaction. Ensure WBD is always represented in a positive and professional way.
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Work with data analyst to streamline processes wherever possible.
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Coordinate MoO process to ensure adherence to all compliance requirements.
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Trains customers on requirements gathering, testing and HR Access administrator applications.
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Facilitates automated communication and reporting requirements as needed.
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Ensures Website is configured and maintained properly in compliance with WBD and MoO requirements.
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Provide customer service to bronze accounts as needed. Participate in renewal process as needed.
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May perform additional duties as assigned.
Skills, Knowledge, and Abilities
- Intermediate knowledge of Microsoft Word, Excel, PowerPoint and Outlook
- Knowledge of account management/client relationship principles and best practices.
- This requires polished, professional presentation and meeting skills.
Education and Experience
- Typically requires a Bachelor’s degree or equivalent.
- Typically requires a minimum of 3 years of experience in benefits administration and customer service/support role.
CNO Financial is an Equal Opportunity Employer and Affirmative Action Employer. For more information, please click the following link:
Equal Employment Opportunity is the Law (English)
Equal Employment Opportunity is the Law (Spanish)
Right to Work Poster (English)
Right to Work Poster (Spanish)
As you explore job openings at CNO, please keep in mind that CNO will never ask you to provide payment-related information at any part of the employment application process. And CNO will communicate with you only through emails that are sent from a CNOinc.com or BankerLife.com email address.
If you receive an email purporting to be from CNO that asks for payment-related information or any other personal information, please contact law enforcement and report the email to myHR@CNOinc.com.
