Senior Account Manager

Kelly Benefits in Sparks, MD is seeking a seasoned employee benefits professional with a proven ability to build trusted client relationships, lead complex service strategies, and drive long-term client success. This individual will serve as the day-to-day strategic leader for an assigned portfolio of clients, maintaining accountability for client satisfaction, retention, service delivery, and execution of benefit strategies.

In partnership with the Account Manager and Lead Consultant, the Senior Account Manager ensures the ongoing strategy, delivery and management of the client’s unique benefit needs while acting as an ambassador to help continue to grow Kelly Benefits Strategies “KBS.”

Key Responsibilities:

Client Relationship Management

·         Manage a portfolio of mid-sized and large employer groups, including complex fully insured, level-funded, and self-funded benefit programs.

• Serve as a trusted strategic partner for assigned clients, developing strong relationships with key decision-makers and HR leaders.
• Manage client relationship strategy to ensure high levels of satisfaction, retention and long-term partnership growth.
• Develop a comprehensive understanding of each client’s business, workforce demographics, culture, and benefits strategy.
• Manage complex client issues and escalations, coordinating cross-functional resources to ensure timely and effective resolution.
• Monitor client satisfaction and retention indicators, developing action plans to address risks and strengthen client engagement.
• Drive business growth initiatives by participating in finalist presentations, networking events, and opportunities to expand client relationships.

Benefits Administration & Account Servicing

• Lead new client implementations, ensuring a seamless onboarding experience through effective coordination with clients, carriers, payroll teams, and internal departments.
• Manage cross-functional resources including underwriting, compliance, communications, finance, and administrative services to ensure successful client outcomes.
• Review contracts benefits documentation for accuracy and compliance prior to distribution.
• Assist clients with employee communications, benefit education materials, and enrollment.
• Monitor benefit plan performance, regulatory requirements, and industry trends to provide proactive recommendations and ensure compliance.

Renewals & Marketing

• Manage the annual benefits renewal process, including strategic planning, financial analysis, contribution modeling, communication planning, and enrollment execution.
• Support the Lead Consultant in annual renewal discussions and benefit strategy consultations, presenting market intelligence, benchmarking data, and actionable recommendations.
• Prepare and facilitate client presentations, renewal summaries, and recommendation materials.
• Contribute to the development and implementation of benefit plan strategies aligned with client objectives.
• Collaborate with Lead Consultant, Sr. Account Manager, and carrier representatives on renewal and marketing initiatives.

Data Management & Documentation

• Contribute to development of strategies that are gleaned from data and analytics reporting.
• Maintain accurate and up-to-date client information, account records, and activity documentation within designated internal business systems.
• Track and document client communications, service requests, renewals, and policy changes.
• Ensure the integrity and accuracy of client data for accurate reporting, operational efficiency, and compliance requirements.
• Maintain organized electronic files and records in accordance with company policies.

Compliance & Industry Knowledge

• Maintain advanced knowledge of employee benefits regulations, industry trends, carrier offerings, and market developments impacting clients and their benefit programs.
• Collaborate with Compliance and carrier partners to address complex regulatory questions and support client decision-making.
• Provide strategic guidance to clients regarding emerging legislative, regulatory, and industry changes, helping them assess potential business impacts and implement appropriate actions.
• Identify and escalate compliance risks, operational concerns, or regulatory issues that may affect client programs, ensuring timely resolution and mitigation.

AI Adoption & Automation

·         Leverage AI adoption across client management activities, to identify strategic opportunities for AI-enabled efficiencies.

Skills & Competencies

• Demonstrated ability to serve as a trusted advisor and build strong relationships with key client decision-makers, and HR leaders.
• Proven ability to prioritize competing demands and deliver exceptional client service and retention outcomes.
• Ability to communicate complex benefits, regulatory, and financial information to diverse audiences.
• Detail-oriented with strong analytical and problem-solving capabilities.
• Demonstrated leadership skills, including mentoring team members, fostering collaboration, and driving cross-functional initiatives.
• Proficiency in leveraging data analytics, technology, and AI-enabled tools to improve decision-making, operational efficiency, and client outcomes.

Success Measures

• Achieves high client retention and satisfaction through strategic relationship management and executive stakeholder engagement.
• Leads successful renewal and client service strategies resulting in achievement of retention, revenue, and growth objectives.
• Ensures operational excellence through oversight of account activities, compliance requirements, and quality standards.
• Influences collaboration across internal and external stakeholders to drive innovative solutions, exceptional service delivery, and continuous improvement.

Minimum hours are Monday through Friday 8:15 a.m. to 5:00 p.m.  Periodic flexibility may be required during peak renewal and enrollment periods to ensure exceptional client service.

This role will be required to work in our headquarters at 1 Kelly Way in Sparks, MD.

Following successful onboarding, employees are eligible for a hybrid work schedule of up to two remote workdays per week based on business needs and performance.