Client Experience Manager - Remote

Are you looking to accelerate your career without having to hide your authentic self - a place where you can be you? A career that’s making a bigger impact on the world?  At OneDigital, we are on a mission to help people do their best work and live their best lives.  From the services we offer to the way we show up for each other each day, we are fueling dreams, achieving big goals, and embracing each other’s truest selves.

We understand that pursuing a new job is a big deal.  Maybe you’re afraid you won’t fit in.  Well, here’s the good news.  For us, the days of “fit in to get in” are over and being different is not a barrier to getting ahead. Greatness comes in all shapes, sizes, colors, and experience levels. If you are looking for a people-first culture that is wired for growth, driven to serve, and totally committed to having your back, give us a shot. Your best life awaits.

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:

• Empathetic, positive attitude with a desire to help our customers reach their goal
• Demonstrated skills in analytics and research, client relations, executive presentations and cross functional project management
• 2+ Years of Sales or Management Consulting Experience, Client Engagement Management, or Customer Success Management
• 2+ Years managing and consulting with strategic client accounts and enterprise account management
• Results-driven mentality, with a bias for speed and action
• Strong attention to detail
• Must be self-motivated and disciplined
• Excellent written and verbal communication skills
• Strong organizational skills
• Ability to manage one's workload
• Ability to thrive in fast-paced environment
• Knowledge/Experience with HCM Solutions preferred
• Strong and innovative sales and marketing ability;
• Superior analytical and strategic planning skills;
• Strong written and verbal communication and listening skills, with a demonstrated ability to be able to effectively communicate with C-suite and Executive level clients;
• Strong organizational and project management skills with the ability to prioritize and handle multiple and complex tasks in a fast-paced environment;
• Definitive leadership capabilities;
• Ability to work with clients and colleagues at a senior strategic level;
• Proficient in Microsoft Office, particularly database applications;
• Advanced knowledge of health, ancillary and alternative funding products (self-funded, partially self-funded, fully-insured plans).

Education, Training and Experience:

• Minimum of 5 years strategic client consulting and management experience in broker agency or benefit administration, required;
• Minimum 2 years’ of employment with Digital Insurance or DBA, required;
• Current life and health insurance license; required;
• Participant of OneDigital’s Leadership training program, preferred;
• Bachelor’s Degree, preferred.
• Experience working with large enterprise customers
• Exceptional communication skills, highly organized, collaborative and detail oriented
• Experience building and maintaining relationships, while working to mitigate churn and drive client success.

The typical base pay range for this role nationwide is $110,000 to $130,000 per year. 

Your base pay is dependent upon your skills, education, qualifications, professional experience, and location. In addition to base pay, some roles are eligible for variable compensation, commission, and/or annual bonus based on your individual performance and/or the company’s performance. We also offer eligible employees health, wellbeing, retirement, and other financial benefits, paid time off, overtime pay for non-exempt employees, and robust learning and development programs. You will receive reimbursement of job-related expenses per the company policy and may receive employee perks and discounts.

To learn more, visit: www.onedigital.com/careers

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 here.

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.

Thank you for your interest in joining the OneDigital team!