Client Success Manager (Remote, NY Tri-State Area)

Company Mission

The Difference Card helps organizations build the most cost-effective health plan. Since 2001, The Difference Card has provided its clients with an average net savings of over 18%. The product utilizes proprietary medical reimbursement systems, risk transfer solutions and wellness strategies. In doing so, The Difference Card has delivered millions of dollars in savings to its clients while at the same time providing the highest level of employee benefits. With offices across the United States, The Difference Card provides a national presence combined with local expertise and service. Through strategic broker partnerships, The Difference Card delivers custom plan design solutions that exceeds the needs of both employers and employees across the country. For more information, visit www.differencecard.com

Role and Responsibilities

The position of the Client Success Manager coaches and manages Client Success Team members. The goal of the Client Success Manager is to ensure the team:

-is supported, coached and developed, so as to be a great place to work.

-Delights our clients, through superior, extraordinary customer service, measured through high NPS, customer satisfaction surveys, and a 95% retention rate.

grows through client adoption of additional products and efficiencies that drive margin expansion.

The specific responsibilities are as follows:

•Hire, Train, Manage, a team of individual contributors including Client Success and/ or Account Executives. Manage performance plans and make recommendations to terminate employment when appropriate.

•Design and implement solutions, processes and protocols that create long term solutions for customers while generating additional revenue for The Difference Card.

•Build Customer Loyalty and Decrease customer churn. Assess Customer Needs and ensure team knows how to assess customer needs.•Design training curriculum, create and deliver curriculum so that our team is positioned successfully to deliver superior customer service.

•Design and implement customer focused solutions within the department that drive our business forward and directly impact our company goals of growth, service, and great company culture.

•Oversee and monitor daily activities such as team schedules, inbound contact volume received via contact center and email and ensure appropriate service levels and turnaround times are achieved. Support the team on a day-to-day basis with questions and coaching to ensure a positive client experience.

•Ensure the team services clients in such a way so that key performance indicators (KPI’s) for the department of productivity, optimal resolution time for inquiries, high customer satisfaction, and high quality are met:

• Generate outstanding post-service satisfaction surveys and a high NPS
• Renew year after year with The Difference Card
• Cross Sale and Upsale to increase the value of the book of business.

•Develop and preserve relationships with our client and broker customers through proactive and consultative discussions. Advocate for clients and solutions for clients.

•Management escalations with accountability and integrity. Ensure team can attend and lead customer meetings as needed, virtually and in-person to develop relationships and resolve issues. Attend and lead customer meetings as needed, virtually or in person. Forecast department resource needs, put forth staffing plans to ensure optimal client experience.

• Identify, Collect, Document and Report trends and opportunities. Make recommendations for improvement.

• Design and deliver department individual goals. Help Customer Success team members meet goals by consolidating and delivering scorecards, reviewing pipeline, providing consultative coaching and mentoring individual contributors.

• Develop department career progression and grow team members through opportunities within the department and organization.

• Other duties as assigned.

Qualifications, Education Requirements and Competencies

• Minimum of three years in a management role whereby achieving results through others.

• College degree or experience otherwise equivalent to a college degree.

• Extensive customer facing experience working with brokers, c-suite members, and decision makers in organizations.

• Superior relationship building skills.

• Excellent negotiation skills and solution-driven conversations that provide successful outcomes.

• Ability to command influence of a team.

• Ability to make judgement calls and decisions based on what is right for the company, the client and the team.

• Ability to identify and implement department processes efficiencies.

• Proficiency in office computer programs like Microsoft Outlook, Word, and Excel. Ability to type quickly and accurately.

• Excellent communication skills both written and verbal.

• A high level of diplomacy. The ideal candidate will also have experience communicating and working with customers at all levels including c-suite and decision makers and can demonstrate excellent negotiation skills and solution driven conversations.

• A strong passion for service and prior experience working in a customer service-oriented management and leadership capacity.

Travel Required: Yes. Up to 20%

Location: Remote, but needs to live in the NY tri-state area.

Job Type: Full-time / Exempt

EB Employee Solutions, LLC is an Equal Opportunity Employer that does not discriminate based on actual or perceived race, creed, color, religion, alienage or national origin, ancestry, citizenship status, age, disability or handicap, sex, marital status, veteran status, sexual orientation, genetic information, arrest record, or any other characteristic protected by applicable federal, state or local laws. We are dedicated to this policy with respect to recruitment, hiring, placement, promotion, transfer, training, compensation, benefits, employee activities and general treatment during employment.

Company Mission
The Difference Card helps organizations build the most cost-effective health plan. Since 2001, The Difference Card has provided its clients with an average net savings of over 18%. The product utilizes proprietary medical reimbursement systems, risk transfer solutions and wellness strategies. In doing so, The Difference Card has delivered millions of dollars in savings to its clients while at the same time providing the highest level of employee benefits. With offices across the United States, The Difference Card provides a national presence combined with local expertise and service. Through strategic broker partnerships, The Difference Card delivers custom plan design solutions that exceeds the needs of both employers and employees across the country. For more information, visit www.differencecard.com