What are the responsibilities and job description for the Channel Success Manager position at WEX, Inc.?
About the Team/Role
The Channel Success Managers (CSM) plays a crucial role in ensuring that brokers and consultants are successful in selling and supporting a company's health benefit products. They act as a bridge between Service and Sales, helping sellers focus on growing their pipeline while simultaneously helping consultants bring value to their clients. A Channel Success Manager acts as a go-to resource for our sellers and top consultants, ensuring that everyone is aligned and working together to achieve shared goals.
How you'll make an impact
Relationship Management:
Building and maintaining strong relationships with top revenue generating consulting channels.
Acting as a key point of contact for these consultants.
Understanding their needs and challenges.
Consultant Enablement:
Providing training and resources as needed to help consultants effectively sell and support health benefit products.
Keeping consultants up-to-date on product changes, industry trends, and compliance requirements.
Helping consultants to understand and utilize available technology.
Sales Support:
Collaborating with sales teams to drive channel sales growth.
Providing support during the sales process, such as product demonstrations and proposals.
Monitoring sales performance and identifying opportunities for improvement.
Customer Support:
Working with consultants to ensure client satisfaction and retention.
Addressing client issues and escalations.
Assisting with high-touch and sensitive issues and acting as a facilitator with appropriate team members on non-urgent matters.
Cross-Functional Collaboration:
Working closely with internal teams, such as sales, marketing, product, service, and operations, to ensure mutual success with top consultants.
Providing feedback from consultants to help improve products and processes.
Must adhere to security policies; ensure privacy according to HIPAA.
Maintain positive relationships with the top brokers & consultants regionally/nationwide.
Educate brokers & consultants on our service model and
Review broker & consultant client related inquiries, issues or escalations (ex: emails/calls); respond and resolve using all resources available.
Respond to all escalations made within 24 hours.
Compliance and Regulatory knowledge of the product offerings; provide information and documentation on IRS/DOL guidelines upon request
Work with other departments to ensure a positive customer experience.
Assist with process improvements by working with other departments as needed.
Assist the Sales team with sales opportunities as needed.
When/where appropriate, business travel may be necessary in order to maintain or strengthen relationships with top consulting offices. On average, a Channel Success Manager may travel 3-7 times/year.
Proactively communicate on furthering the health and relationship with regional/national consulting offices.
Communicate to all appropriate team members regarding service & industry trends.
Work on special projects as assigned.
Experience you'll bring
4 years experience in account management/relationship type roles
Proven leader with history of success
Understands the importance of working relationships with our channel as well as internally, and all members of WEX Health & Benefits. Works to protect and foster these relationships.
Computer proficiency required.
Must have excellent communication, prioritizing and organizational skills.
Must be an independent worker.
Has the ability to differentiate between exceptional and good customer service delivery.
Experience presenting and leading meetings with multiple attendees.
Ability to handle high workload volumes during peak service seasons while maintaining turnaround times.
Strong customer service background with Benefit & COBRA knowledge - 3 years preferred.
Experience working with and supporting relationships with key stakeholders in Fortune 1,000 sized companies
Proven success in resolving issues strategically and creatively for brokers/consultants and their clients
Preferred Bachelor's degree or higher.
Equal Opportunity Employer/Vets/Disability
Salary : $55,500 - $66,600