Client Executive in Remote US at Workterra LLC

Date Posted: 6/7/2022

Job Snapshot

Job Description

Note: CareerBuilder U.S. office locations will reopen on a voluntary basis in February 2022 and employees within a commutable distance will have the option to utilize the offices if fully vaccinated against COVID-19.  

U.S. Office Locations: Chicago, IL; Atlanta, GA; Irvine, CA 

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 the 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 the 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 of 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 to 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%
    • A 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 a tool(s) used for online benefit enrollment
    • Benefits product knowledge
    • An analytical, creative, and innovative approach to solving problems
    • Ability to analyze source systems and translate them into actionable steps to provide solutions

     

     

     

    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 and Perks

Connecting people with meaningful work is one of the most important things anyone can do – which means we need to support the employees who make that possible. CareerBuilder’s team enjoys a host of perks and benefits, including: 

Health and Wellness: 

  • Comprehensive Medical, Dental & Vision, Life & Disability Programs 
  • Option to enroll in supplemental Life, AD&D, Accident, Critical Illness, Home & Auto, Transit, Identity Theft Protection, Legal Programs, and Pet Insurance 
  • Employee Assistance Program with free counseling sessions  
  • Wellness/Tobacco Free credits towards medical premiums 
  • On-site meditation rooms 
  • Free upgrades to premium versions of many Mental Health applications 

Family Support and Care: 

  • Parental support including paid maternity and parental leave 
  • Milk Stork 
  • Pre-Tax Dependent Care Flexible Spending Account 
  • Healthy Pregnancy Program and Fertility Support Services 

Flexibility and Time Off 

  • Paid time off, including time off to volunteer, holidays, floating holiday, bereavement, jury duty, parental leave 
  • Remote work opportunities available for most roles 

Personal and Career Development: 

  • 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 

Financial Wellbeing: 

  • 401(k) Program with a two year vesting schedule, annual employer match, and an opportunity to make Pretax and Roth contributions.  
  • Financial educational webinars and individual retirement planning advising available. 

Community 

  • Employee resource groups 
  • Time off to volunteer 

CareerBuilder, LLC 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.

 

TSR ID: 002651