Client Manager I/II/III (Albany/Capital Region)

Job Description

Location Restriction: Based on the scope of the role, onsite/in-person expectations and business needs, we’re exclusively seeking candidates who reside in Albany, NY / Capital Region.

Summary

Level I

The Client Manager I is an entry-level professional role with some prior client management or client servicing experience. The Client Manager I will have some understanding of service, support, sales and retention concepts with clients or prospects of limited scope and complexity with management oversight. The Client Manager I will serve as the internal servicer supplementing external sales executive or account executive responsibilities. The Client Manager I will have a dedicated focus given to client deliverables including education and presentation materials, and internal escalations. The Client Manager I will be the primary liaison between the Commercial Growth department and other internal departments. The Client Manager I will work in a team environment with management oversight.

Level II

The Client Manager II is an intermediate or mid-level role with some prior client management or client servicing experience. The Client Manager II will have a good understanding of service, support, sales and retention concepts with clients or prospects of varied complexity with minimal management oversight. The Client Manager II will serve as the primary internal servicer supplementing external sales executive or account executive responsibilities. The Client Manager II will have a dedicated focus given to client deliverables including education and presentation materials, and internal escalations. The Client Manager II will be the primary liaison between the Commercial Growth department and other internal departments. The Client Manager II will work in a team environment with minimal oversight.

Level III

The Client Manager III will be recognized as the client management expert function with a high degree of autonomy. The Client Manager III will be the subject matter expert for service, support, sales and retention concepts with clients or prospects of the highest level of complexity. The Client Manager III will serve as the expert servicer supplementing internal or external sales executive or account executive responsibilities. The Client Manager III will have a dedicated focus given to client deliverables including education and presentation materials, and internal escalations for complex clients. The Client Manager III will be the primary liaison between the Commercial Growth department and other internal departments. The Client Manager III will serve as the sales resource for special projects, workgroups and committees internally. The Client Manger III will recommend and implement process improvement strategies for the sales department. The Client Manager III will represent CDPHP at external events as needed.

Essential Accountabilities

Level I

• Develop and maintain working partnerships with assigned Account/Sales Executive(s), brokers and clients within the assigned book of business.
• Perform internal client management duties and act as the liaison between CDPHP and the client for sales/retention and identification of revenue opportunities.
• Act as sales department lead for internal departments and others within commercial sales.
• Perform internal Sales Lead duties with internal partners and brokers or other distribution channels for assigned new groups and current groups.
• Manage and resolve commercial sales and/or client issues that impact members and involve one or more departments, escalating where appropriate and following through to resolution. Provide backup coverage for sales executive/account executive internally when necessary.
• Provide cross-coverage for other client managers in new sales/retention when necessary.
• Work with the Sales/Account Executive and internal departments in preparation for and during client meetings including preparation and analysis of group-specific deliverables as applicable.
• Work with Account Executive during the sale or renewal process, including the analysis of current/prospective benefit plan designs, changes and CDPHP’s ability to accommodate plan(s).
• Frequent phone, email and direct interaction with internal and external stakeholders establishing relationships with same.
• Assigned projects which may include process improvement initiatives.
• Comply with CDPHP’s Corporate Compliance Policy and all related laws, rules, regulations and standards of conduct; report any suspected violations to the appropriate channels.
• Performs other duties as assigned.

Level II

• Develop and maintain working partnerships with assigned Account/Sales Executive(s), brokers and clients within the assigned book of business.
• Perform internal client management duties and act as the liaison between CDPHP and the client for sales/retention and identification of revenue opportunities.
• Act as sales department lead for internal departments and others within commercial sales.
• Perform Sales Lead duties with internal or external partners and brokers or other distribution channels for assigned new groups and current groups.
• Manage and resolve commercial sales and/or client issues that impact members and involve one or more departments, escalating where appropriate and following through to resolution. Provide backup coverage for sales executive/account executive internally or externally when necessary.
• Provide cross-coverage for other client managers in new sales/retention when necessary.
• Work with the Sales/Account Executive and internal departments in preparation for and during client meetings including preparation and analysis of group-specific deliverables as applicable.
• Work with Account Executive during the sale or renewal process, including the analysis of current/prospective benefit plan designs, changes and CDPHP’s ability to accommodate plan(s) as well as identify revenue growth opportunities.
• Frequent phone, email and direct interaction with internal and external stakeholders establishing relationships with same.
• Assigned projects which may include process improvement initiatives; tasks may include identifying needed project plans and coordinating resources.
• Comply with CDPHP’s Corporate Compliance Policy and all related laws, rules, regulations and standards of conduct; report any suspected violations to the appropriate channels.
• Performs other duties as assigned.

Level III

• Develop and maintain working partnerships with assigned Account/Sales Executive(s), brokers and clients within the assigned book of business.
• Perform internal client management duties and act as the liaison between CDPHP and the client for retention and identification of revenue opportunities.
• Act as sales department lead for internal departments and others within commercial sales.
• Perform Sales Lead duties with internal partners and brokers or other distribution channels for assigned new groups and current groups.
• Lead, initiate and manage resolution for commercial sales and/or client issues that impact members and involve one or more departments, escalating where appropriate and following through to resolution. Provide backup coverage for sales executive/account executive internally or externally at open enrollment or other meetings when necessary.
• Provide cross-coverage for other client managers in new sales/retention when necessary.
• Provide shadowing training for Client Manager I or II.
• Work with the Sales/Account Executive and internal departments in preparation for and during client meetings including preparation and analysis of group-specific deliverables as applicable.
• Work with Account Executive during the sale or renewal process, including the analysis of current/prospective benefit plan designs, changes and CDPHP’s ability to accommodate plan(s) as well as identify revenue growth opportunities for complex clients.
• Frequent phone, email and direct interaction with internal and external stakeholders establishing relationships with same and identifying new stakeholders.
• Lead projects which may include process improvement initiatives; identify project plans and coordinate resources.
• Comply with CDPHP’s Corporate Compliance Policy and all related laws, rules, regulations and standards of conduct; report any suspected violations to the appropriate channels.
• Performs other duties as assigned.

Minimum Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below