Client Success and Implementation Advisor

Position Summary:

Employee Benefits Corporation is hiring for a Client Success and Implementation Advisor. The Client Success and Implementation Advisor is responsible for collaborating with team members and Regional Sales Directors (RSDs) to provide comprehensive sales support and ensure the successful implementation of solutions for our clients. This role will manage accounts for broker agencies, maintaining strong relationships and providing ongoing support. These duties include overseeing the account lifecycle, including onboarding, implementation, and continuous maintenance, ensuring broker agencies are effectively utilizing our products and services.

The Client Success and Implementation Advisor will be the primary resource for the setup of implementation files, conduct system demonstrations for complex prospects, and manage broker demographic data in all systems. This role will serve as the primary point of contact for complex clients and high-value brokers during the implementation process, while also providing comprehensive education on implementation mechanics and timelines.

Location: This person may work in our Middleton, WI office, fully remote from their home office (AZ, FL, IN, MA, MN, NC, TX or WI locations only), or a combination of the two depending on availability. Must be available for occasional travel to our Middleton, WI office, not anticipated to exceed once a quarter.

Responsibilities Include:

• Serve as the primary account manager and point of contact for broker agencies, maintaining strong and effective relationships and providing ongoing support and guidance, resolving any issues or concerns they may have, ensuring prompt and effective solutions using a customer-centric approach.
• Oversee the entire account lifecycle, including onboarding, implementation, and continuous account maintenance.
• Facilitate regular communication, training, resources, and updates with broker agencies to keep them informed about product updates, process changes, and other relevant information.
• Responsible for the oversight and maintenance of broker demographic data and contact information in all systems to ensure that standard business practices are being followed.
• Lead work efforts related to broker data management in the event of a merger or acquisition.
• Responsible for ensuring that sales pipeline activity and lead generation activity are appropriately tracked including providing monthly reporting to key stakeholders.
• Review Request for Proposals before they are sent to the RSD for accurate operational responses, as well as coordinate with Marketing resources to ensure complete and accurate responses in the RFP library database.

Qualifications:

• Bachelor's degree in business or related field; may be substituted by four years directly related experience
• Six years' experience with client management with a minimum of two years in a client implementation role
• Previous experience preparing request for proposal documents
• Demonstrated effective verbal and written communication skills, utilizing proper grammar, syntax, and excellent business acumen
• Experience with leading multiple, complex projects with successful results
• Experience with defining and documenting processes and driving continuous improvement
• Demonstrated ability to develop, maintain and foster relationships at all levels of the organization
• Demonstrated ability to guide customers through troubleshooting and navigating various company systems and mobile applications
• Strong attention to detail and critical thinking skills to help manage difficult situations
• Strong organizational and time management skills with proven ability to multi-task in a high paced environment
• Self-motivated and able to resolve issues independently
• Proven presentation and facilitation skills
• Computer proficiency in Windows-based applications along with a demonstrated ability to learn new software programs
• Demonstrated experience creating and facilitating meetings using online platforms
• Intermediate proficiency with Microsoft Word, Excel, PowerPoint, and Outlook
• Proficiency and experience with presentation technologies
• Availability and willingness to travel (nationally up to 5%, regionally and locally up to 10%)
• Valid driver's license and reliable transportation

Preferred Qualifications:

• Knowledge of COBRA and tax advantaged benefit programs
• Previous experience in Benefits Administration, working with insurance brokers and/or carriers, or in the health insurance industry

We offer:

• A friendly, collaborative team environment
• A competitive compensation and benefits package that includes employee-ownership
• Opportunities for personal and professional growth
• Flexible scheduling to encourage and support a healthy work-life balance

More About Us:

Employee Benefits Corporation administers a variety of employee benefits, from IRS-approved, tax-advantaged plans to COBRA and state-regulated continuation administration through informative education materials, dedicated reporting, creative plan design and expert customer support. We work with benefit brokers and consultants, employers and HR administrators, and benefit plan participants to offer top-notch workplace benefits and customer service. As a 100% employee-owned company, we are committed to using our experience, knowledge, creativity and technology to ensure our customers' satisfaction with their plans and with our services.