Commercial Line Client Relations Manager - Hybrid (Beavercreek, OH)

Client Experience Manager

Most of our clients have built their companies from the ground up. OneDigital has too. We stand alongside these business owners, providing peace of mind that if the unthinkable happens, they are protected. We are their trusted partner to help them manage risks from weather, injuries or other unforeseeable surprises. This gives our clients the ability to focus on what's most important to them and their employees : doing their best work and living their best lives.

If you are looking for a career where you are helping people and businesses thrive, even during times of uncertainty, OneDigital is the right career for you.

Our Newest Opportunity :

Summary :

A Client Experience Manager is responsible ensuring that each touchpoint across the client journey is engaging, efficient, and effective. By understanding client needs, the Client Experience Manager ensures the entire transition process is smooth, clear expectations are set and met, and clients are engaging with our teams and solutions.

Our CEMs genuinely care about people and the cause and are energized by creating unparalleled value for our customers. CEMs will partner closely with the leaders of our Client Services and Broker Partnership teams to develop functional execution, explore at-risk customers, and create success-and-save strategies that increase customer lifetime value. The daily focus will be leading our Client Experience Associates to successfully own their assigned block of business and Partners to drive overall client retention within the first 12 months of acquisition.

Essential Duties and Responsibilities :

• Drive Client Success Outcomes around reducing churn and improving the customer experience
• Support the team to resolve issues and / or complaints, create save plans, optimize business acumen to create customer success at every stage
• Develop a deep understanding of key account needs and represent the "Voice of Customer" cross-functionally
• Collaborating with the sales team to maximize our ability to proactively support customer needs
• Coach team in proactive reach out to all customers that fall into the medium / high-risk churn category during their transition state
• Routinely monitor calls, complete call reviews and coaching to improve consultative and "whole business" approach for customer success
• Connect to our customers and partners to get feedback, explore pain points, and provide guidance and support to the team on maximizing the value add.
• Constantly learn new things, strategies, insights to share with your team to truly help our customers level up and adapt to changing demands and requirements.
• Ask questions and apply strong critical thinking and problem-solving skills to help your team help customers solve their biggest challenges
• Develop insights from customer data to drive customer or internal facing content and training material
• Gather, Analyze, and report to senior leadership key customer success metric

Qualifications, Skills and Requirements :

Education, Training and Experience :

OneDigital is an equal opportunity employer. Not only as a matter of standard, but to honor and celebrate our differences. We believe that the power of ONE starts with you. We are committed to cultivating and preserving a culture that celebrates diversity, insists on equity and inclusion, and connects us. Ensuring our people feel seen, valued, respected, and supported is fundamental to our core values and business goals.

OneDigital provides equal employment opportunities to all employees and applicants for employment regardless of their : veteran status, uniformed servicemember status, race, color, religion, sex, sexual orientation, gender identity, age (40 and over), pregnancy (including childbirth, lactation and related medical conditions), national origin or ancestry, citizenship or immigration status, physical or mental disability, genetic information (including testing and characteristics) or any other category protected by federal, state or local law (collectively, "protected characteristics"). A copy of the Federal EEO poster is linked.

Pursuant to local Fair Chance Ordinances, we will consider qualified applications with arrest or conviction records for employment. For applicable candidates, the following ordinances are linked here to inform you of your rights as an applicant :

City and County of San Francsico

City of Los Angeles

County of Los Angeles

Employment decisions shall comply with all other applicable federal, state and city / county laws prohibiting discrimination in employment. OneDigital complies with all criminal history inquiry [or 'ban the box'] laws in California, Connecticut, Colorado, Hawaii, Illinois, Maine, Maryland, Massachusetts, Minnesota, New Jersey, New Mexico, Oregon, Rhode Island, Vermont and Washington.

In short, we believe in hiring the most qualified applicant for the position, regardless of background.

If you have questions about our hiring policies and practices, we would be happy to discuss upon receiving your application. We hope to welcome you to OneDigital and look forward to hearing from you.

OneDigital understands the immense responsibility and opportunities provided by Artificial Intelligence. We utilize advanced Artificial Intelligence [AI] technologies to enhance our recruitment process. This includes using AI to filter candidates based on their qualifications and to rediscover potential candidates from our existing applicant pool. Our AI systems help us efficiently identify the best fit for our open positions, ensuring a streamlined and effective hiring experience. However, AI does not replace the humans in our process. If you have concerns about our use of AI, you may opt out where laws allow.

Thank you for your interest in joining the OneDigital team!