Client Manager

Client Manager

The Client Manager (CM) is responsible for proactive customer management, education, development, profitable growth, and retention. The CM drives, designs, and executes integrated enrollment, service, and growth strategies for each customer in their block. The position will provide enrollment customer relationship and growth support for Unum's portfolio of voluntary products (Group, VB, IDI) with the ultimate objective of delivering enrollment solutions that maximize participation and premium, minimize expenses, and differentiate Unum's portfolio of products and services. The CM is also responsible for the oversight of implementation and post-sale activities. These activities include ongoing customer relationships, identification and execution of cross-selling, and partnering with the sales team. This position is a Unum face to customers, brokers, and enrollment firms.

Principal Duties and Responsibilities:

• Pre and Post-Sale Proactive Client Management, Education, Development, Growth, and Retention for core market
• Primary integrated relationship manager for customers
• Develop personal connections with brokers, enrollment firms, and customers
• Develop and execute on customer-specific business plans. When applicable, partner with Home Office to execute on CM's customer business plans and understand issues with Home Office serviced customers.
• Provide excellent customer service to assigned block of customers
• Responsible for oversight of, coordination for all post-sale activities including implementation, ongoing servicing, and issue resolution
• Escalated customer support coordinates communication with Home Office (i.e. billing, claims, Broker Comp Services, etc.)
• Effectively navigate challenges employers face (mergers/acquisitions, layoffs, reorganization) that could affect Unum relationship
• Profitable Growth of the Inforce Block
• Responsible for proactive customer development actions to grow revenue and retain customers (renewals, re-enrollments, New Business Old Contract (NBOC), cross selling, and retention)
• In partnership with sales, proactively manage pre-renewal communication with the goal of improving reenrollment effectiveness and avoiding renewal distractions during rate guarantee expiration and anniversary.
• Owns the Enrollment and Re-Enrollment Event and Results, inclusive of expenses
• In partnership with the Sales Rep, own the results on employee paid cases, including participation results and enrollment expenses
• Understand and leverage Unum's enrollment capabilities, services, and tools
• Develop and communicate enrollment strategy with both internal/external partners
• Work closely with local Benefit Counselors on specific cases to ensure effective enrollment events
• Work closely with ICS Implementation Manager
• Own case level employee communication and education
• Manage local Benefit fair activities with Field Office team
• Build and develop enrollment firm relationships for larger customers
• Partner with Sales Rep, Marketing Consultant, and Home Office to Execute on all Strategies Operating Effectiveness
• Partner with key Home Office areas to deliver full service to customers
• In partnership with sales rep, provide thorough customer updates, broker feedback, and other pertinent action items that impact sales effectiveness
• Develop and present renewals driving persistency and profitability
• Manage handoffs between Small Case team and Field Office for seamless execution of enrollment, re-enrollment, NBOC/New Lines of Coverage (NLOC) opportunities

Job Specifications:

• Bachelors degree or equivalent business experience required
• Experience in the employee benefits industry preferred
• Licensed to sell insurance in the states within assigned territory, license required within 90 days from effective date of hire/promotion
• Strong growth and sales orientation
• Full understanding of the Unum product and service portfolio
• Proficient in Microsoft Office Word, PowerPoint, Excel
• Strong technical aptitude ability to utilize and leverage technology and systems
• Strong negotiation, persuasion, and presentation skills
• Proven ability to think strategically and act tactically
• Strong organization skills/ability to manage multiple demands and priorities
• Excellent problem solving/problem resolution
• With each customer, projects confidence and enthusiasm about the company
• Outgoing, excellent communication skills both written and verbal
• Strong business acumen
• Ability to work/partner with a close team
• Strong relationship management skills
• Ability to manage conflicts
• Results oriented
• Ability to travel as needed

Unum and Colonial Life are part of Unum Group, a Fortune 500 company and leading provider of employee benefits to companies worldwide. Headquartered in Chattanooga, TN, with international offices in Ireland, Poland, and the UK, Unum also has significant operations in Portland, ME, and Baton Rouge, LA - plus over 35 US field offices. Colonial Life is headquartered in Columbia, SC, with over 40 field offices nationwide. Unum is an equal opportunity employer, considering all qualified applicants and employees for hiring, placement, and advancement, without regard to a person's race, color, religion, national origin, age, genetic information, military status, gender, sexual orientation, gender identity or expression, disability, or protected veteran status. Fully and partially leveraged roles are paid pursuant to a uniformly applied sales compensation plan. For partially leveraged roles, a starting salary or salary range will be listed in the above job description. If salary information is not listed in the job description above, compensation is based solely on commissions. Additionally, Unum offers a portfolio of benefits and rewards that are competitive and comprehensive including healthcare benefits (health, vision, dental), insurance benefits (short & long-term disability), paid time off, and a 401(k) retirement plan with an employer match up to 5% and an additional 4.5% contribution whether you contribute to the plan or not. All benefits are subject to the terms and conditions of individual Plans.