Client Executive, Workterra in Remote US at WORKTERRA LLC

Date Posted: 7/14/2021

Job Snapshot

  • Employee Type:
    Full-Time
  • Location:
    Remote US
  • Job Type:
  • Experience:
    3 - 5 years
  • Date Posted:
    7/14/2021

Job Description

US - WORKTERRA

 

Position Overview

The customer experience is an integral part of the WORKTERRA organization. The Client Executive (CE) is responsible and dedicated to delivering a superior customer service experience. 

 

As the primary point of contact for WORKTERRA clients, the CE will consistently deliver accurate, timely and succinct responses for all of their service needs.  The CE is responsible for the day-to-day interaction and management of WORKTERRA BenAdmin client accounts.  They are responsible for maintaining and growing revenues, improving our Customer Satisfaction and reducing attrition assigned accounts by establishing and expanding long-term relationships with our customers.  The CE reports directly to the Client Executive Director.

 

Who You Are

WORKTERRA is looking for a Client Executive with excellent interpersonal communication skills and a strong background in Customer Success or Account Management. The Client Executive will be relatable, affable, and dedicated to making the customers’ experience as positive as possible.  Finally, you understand that your success depends on your customers’ success.    

 

Job Duties and Responsibilities

  • Develop strong customer relationships with clients, brokers, vendors, carriers and other team-members. Manage customer relationships to maximize desired outcomes for the customers while increasing Net Promoter Score and retention.
  • Responsible for expanding client, broker and carrier relationships through ongoing meetings/discussions, with any issues and any questions documented in Service Desk.
  • Responsible for management of book of business year round along with open enrollment activities including but not limited to setting up Open Enrollment changes such as rates / plans / carriers, testing internally as well as with the client and creation of JIRA tickets to ensure all necessary updates are completed prior to the Client’s go live date.
  • Train Clients’ on the WORKTERRA BenAdmin product and process.
  • Work closely with the Client Technology team to ensure systems are functioning properly for clients through creation of CT Service tickets using JIRA (for those tasks that the CE cannot handle due to technical consultation needed, workload, and/or to validate a system issue requiring Development support).
  • Coordinate client or other administration reports, letters and other special mailing projects per the signed Service Agreement for clients.
  • Work closely with Recon, COBRA, Flex, EDI, Call Center and Retirement Services teams on defined book of business to ensure client services are functioning properly.
  • Work efficiently by prioritizing workload to ensure timelines/deadlines are met and exceeded.
  • Maintain clear and consistent records in the client files and manage contract renewals through the Statement of Work agreements provided by the Sales and Finance teams.
  • Assist with various tasks throughout the Implementation Process.

 

Job Requirements:

Minimum Qualifications

  • 3 or more years’ experience in Customer Success, Account Management, Client Executive, or Sales role
  • Successful experience managing a portfolio of customers consisting of companies with a high-level of complexity, focus and intensity
  • Ability to learn new technologies/methodologies and apply them along with the ability retain a significant amount of information in a short period of time
  • Ability to coordinate activities with other functions
  • Excellent customer service skills
  • Excellent time management and organizational skills
  • Aptitude in using Microsoft programs including Word, PowerPoint, Excel and Outlook
  • Strong written and verbal communication to interact effectively with both technical and non-technical users at all levels of the organization
  • Strives to give customers the best service and takes the initiative to add value
  • Ability to work both independently and in a team environment with internal/external customers
  • Strong attention to detail and the ability to manage multiple tasks/priorities under pressure
  • Ability to deal with complaints and conflict resolutions in a professional and decisive manner
  • Acts in a principled manner consistent with company values. Demonstrates continuous learning and continuous improvement mentality. Thinks broadly and fosters ethical behavior across the organization. Fosters credibility through trust and relationships. Demonstrates respect for all.
  • Ability to travel up to 20%
  • High School diploma or equivalent required

 

Preferred Qualifications

  • Experience in Customer Success, Account Management, Client Executive, or Sales in insurance or employee benefits
  • Experience with tool(s) used for online benefit enrollment
  • Benefits product knowledge
  • Analytical, creative and innovative approach to solving problems
  • Ability to analyze source systems and translate into actionable steps to provide solutions

 

Physical Requirements

  • Requires sitting for prolonged periods of time, talking and listening.
  • Frequent phone and computer use with noise medium to high noise activity in background
  • Must be able to use hands.
  • May be required to lift up to 10lbs occasionally, with occasional bending and reaching
  • Cubicle setting in large climate controlled room with telecommuting option available for those not within drivable distance to Pleasanton, CA office

 

 

Disclaimer

This job description indicates in general the nature and levels of work, knowledge, skills, abilities and other essential functions (as covered under the Americans with Disabilities Act) expected of an incumbent.  It is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required of an incumbent.  An incumbent may be asked to perform other duties as required.


Benefits-We’re All About You! 

When you're focused on the goal, not the path – you can be more flexible, and that translates into more productive and satisfied employees. From flexible hours to volunteering during work hours to diverse education opportunities, CareerBuilder is committed to helping employees strike a balance. 

Here are just some benefits we offer:

  • Comprehensive Medical, Dental & Vision, Life & Disability Programs
  • Option to enroll in supplemental Life, AD&D, Accident, Critical Illness, Home & Auto, Transit and Legal Programs
  • Parental support including paid maternity and parental leave, Milk Stork, Healthy Pregnancy Program and Fertility Support Services
  • Education Reimbursement Program allowing up to $5k per year towards completion of a Bachelor’s and non-MBA graduate degree, and up to $10K per year towards completion of an MBA
  • Wellness Support & Initiatives
    • Employee Assistance Program with free counseling sessions
    • Wellness/Tobacco Free credits towards medical premiums
    • Summer Fridays off in July and August; Thoughtful Fridays (no internal meetings) the rest of the year
    • On-site meditation rooms
  • 401(k) Program with a two year vesting schedule, discretionary match, and an opportunity to make Pretax and Roth contributions. Financial educational webinars and individual retirement planning advising available.

WORKTERRA is proud to be an Equal Opportunity Employer. Applicants are considered for all positions without regard to race, color, religion, sex, national origin, age, disability, sexual orientation, ancestry, marital or veteran status.