Client Manager I/II/III (Albany/Capital Region)

Job Description:

*Based on the scope of the role, onsite/in-person expectations and business needs, we're exclusively seeking candidates who reside in Albany, NY / Capital Region.

Summary:

Level I

The Client Manager I is an entry-level professional role with some prior client management or client servicing experience. The Client Manager I will have some understanding of service, support, sales and retention concepts with clients or prospects of limited scope and complexity with management oversight. The Client Manager I will serve as the internal servicer supplementing external sales executive or account executive responsibilities. The Client Manager I will have a dedicated focus given to client deliverables including education and presentation materials, and internal escalations. The Client Manger I will be the primary liaison between the Commercial Growth department and other internal departments. The Client Manager I will work in a team environment with management oversight.

Level II

The Client Manager II is an intermediate or mid-level role with some prior client management or client servicing experience. The Client Manager II will have a good understanding of service, support, sales and retention concepts with clients or prospects of varied complexity with minimal management oversight. The Client Manager II will serve as the primary internal servicer supplementing external sales executive or account executive responsibilities. The Client Manager II will have a dedicated focus given to client deliverables including education and presentation materials, and internal escalations. The Client Manger II will be the primary liaison between the Commercial Growth department and other internal departments. The Client Manager II will work in a team environment with minimal oversight.

Level III

The Client Manager III will be recognized as the client management expert function with a high degree of autonomy. The Client Manager III will be the subject matter expert for service, support, sales and retention concepts with clients or prospects of the highest level of complexity. The Client Manager III will serve as the expert servicer supplementing internal or external sales executive or account executive responsibilities. The Client Manager III will have a dedicated focus given to client deliverables including education and presentation materials, and internal escalations for complex clients. The Client Manger III will be the primary liaison between the Commercial Growth department and other internal departments. The Client Manager III will serve as the sales resource or special projects, workgroups and committees internally. The Client Manger III will recommend and implement process improvement strategies for the sales department. The Client Manager III will represent CDPHP at external events as needed.

Essential Accountabilities:

Level I

• Develop and maintain working partnerships with assigned Account/Sales Executive(s), brokers and clients within assigned book of business.
• Perform internal client management duties and act as the liaison between CDPHP and the client to for sales/retention and identification of revenue opportunities.
• Act as sales department lead for internal departments and others within commercial sales.
• Perform internal Sales Lead duties with internal partners and brokers or other distribution channels for assigned new groups and current groups.
• Manage and resolve commercial sales and or client issues that impact members and involve one or more departments, escalating where appropriate and following through to resolution. Provide backup coverage for sales executive/account executive internally when necessary.
• Provide cross-coverage for other client managers in new sales/retention when necessary.
• Work with the Sales/Account Executive and internal departments in preparation for and during (external or virtual) client meetings including preparation and analysis of group specific deliverables as applicable.
• Work with Account Executive during the sale or renewal process, including the analysis of current/prospective benefit plan designs, changes and CDPHP's ability to accommodate plan(s).
• Frequent phone, email and direct interaction with internal and external stakeholders establishing relationships with same.
• Assigned projects which may include process improvement initiatives.
• The employee agrees to comply with CDPHP's Corporate Compliance Policy, and all laws, rules, regulations and standards of conduct relating to the Corporate Compliance Policy and has a duty and obligation to report any suspected violations of any law, the standards of conduct or Corporate Compliance Policy to his or her immediate Supervisor, the fraud and abuse hotline, the Compliance Officer, the Compliance Director, Human Capital Management or the Chief Executive Officer.
• Performs other duties as assigned.

Level II

• Develop and maintain working partnerships with assigned Account/Sales Executive(s), brokers and clients within assigned book of business.
• Perform internal client management duties and act as the liaison between CDPHP and the client to for sales/retention and identification of revenue opportunities.
• Act as sales department lead for internal departments and others within commercial sales.
• Perform Sales Lead duties with internal or external partners and brokers or other distribution channels for assigned new groups and current groups.
• Manage and resolve commercial sales and or client issues that impact members and involve one or more departments, escalating where appropriate and following through to resolution. Provide backup coverage for sales executive/account executive internally or externally when necessary.
• Provide cross-coverage for other client managers in new sales/retention when necessary.
• Work with the Sales/Account Executive and internal departments in preparation for and during (external or virtual) client meetings including preparation and analysis of group specific deliverables as applicable.
• Work with Account Executive during the sale or renewal process, including the analysis of current/prospective benefit plan designs, changes and CDPHP's ability to accommodate plan(s) as well as identify revenue growth opportunities
• Frequent phone, email and direct interaction with internal and external stakeholders establishing relationships with same.
• Assigned projects which may include process improvement initiatives. Tasks may include identifying needed project plans and identification of appropriate stakeholders and coordinating resources.
• The employee agrees to comply with CDPHP's Corporate Compliance Policy, and all laws, rules, regulations and standards of conduct relating to the Corporate Compliance Policy and has a duty and obligation to report any suspected violations of any law, the standards of conduct or Corporate Compliance Policy to his or her immediate Supervisor, the fraud and abuse hotline, the Compliance Officer, the Compliance Director, Human Capital Management or the Chief Executive Officer.
• Performs other duties as assigned

Level III

• Develop and maintain working partnerships with assigned Account/Sales Executive(s), brokers and clients within assigned book of business.
• Perform internal client management duties and act as the liaison between CDPHP and the client to for retention and identification of revenue opportunities.
• Act as sales department lead for internal departments and others within commercial sales.
• Perform Sales Lead duties with internal partners and brokers or other distribution channels for assigned new groups and current groups.
• Lead, Initiate and management and resolution for commercial sales and or client issues that impact members and involve one or more departments, escalating where appropriate and following through to resolution. Provide backup coverage for sales executive/account executive internally or externally at open enrollment or other meetings when necessary.
• Provide cross-coverage for other client managers in new sales/retention when necessary.
• Provide shadowing training for Client Manager I or II.
• Work with the Sales/Account Executive and internal departments in preparation for and during (external or virtual) client meetings including preparation and analysis of group specific deliverables as applicable.
• Work with Account Executive during the sale or renewal process, including the analysis of current/prospective benefit plan designs, changes and CDPHP's ability to accommodate plan(s) as well s identify revenue growth opportunities for complex clients.
• Frequent phone, email and direct interaction with internal and external stakeholders establishing relationships with same and identifying new stakeholders.
• Lead projects which may include process improvement initiatives. Tasks may include identifying needed project plans and identification of appropriate stakeholders and coordinating resources.
• The employee agrees to comply with CDPHP's Corporate Compliance Policy, and all laws, rules, regulations and standards of conduct relating to the Corporate Compliance Policy and has a duty and obligation to report any suspected violations of any law, the standards of conduct or Corporate Compliance Policy to his or her immediate Supervisor, the fraud and abuse hotline, the Compliance Officer, the Compliance Director, Human Capital Management or the Chief Executive Officer.
• Performs other duties as assigned.

Minimum Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Level I

• High school diploma or GED required.
• NYS Life, Accident and Health Insurance License required or secured after 90 days of hire.
• Minimum of two (2) year's relevant experience
• Preferred one (1) year external client relations experience
• Experience in B2B servicing or support is preferred.
• 2 years' experience working with cross departmental colleagues required.
• Problem solving skills preferred
• Entry level to sales to early career/position experience
• Project management experience is preferred.
• Experience with Change Management processes preferred.
• Entry level to early career/position experience
• Ability to work with clients of limited complexity
• A positive mindset, active listening skills, confidence, and a relentless desire to succeed are a must.
• Ability to work in a team environment
• Ability to perform routine tasks
• Ability to apply acquired knowledge where appropriate with limited decision making
• Ability to follow defined processes
• Effective verbal, written and interpersonal communication skills are required.
• Demonstrated ability to actively listen and offer solutions
• Demonstrated ability to service and develop relationships with some guidance
• Ability to empathize, relate and offer a solution to client issues/challenges
• Experience with CRM's.
• Must have access to reliable transportation. If driving a vehicle for CDPHP business, employee must have valid driver's license, current inspection and appropriate insurance coverage in effect at all times.

Level II

• High school diploma or GED required.
• Minimum of four (4) year's relevant experience
• 4 years' experience in health care, insurance or third-party administrator setting preferred
• 4 years' experience in B2B servicing or support required
• 4 years' experience working with external stakeholders required.
• Problem solving skills required.
• Ability work with prospects of moderate complexity
• Ability to work successfully in an independent environment
• Established relationships with market stakeholders
• Ability to work with clients of varied complexity
• A positive mindset, active listening skills, confidence, and a relentless desire to succeed are a must.
• Ability to work independently and confidently make decisions.
• Ability to perform a variety of moderately complex tasks
• Ability to apply acquired knowledge where appropriate with limited oversight
• Ability to follow defined processes and recommend process improvements
• Strong verbal, written and interpersonal communication skills are required.
• Demonstrated ability to actively listen and offer solutions in moderately complex situations
• Demonstrated ability to service and develop relationships
• Ability to empathize, relate and offer a solution to client issues/challenges
• Experience with CRMs.
• Must have access to reliable transportation. If driving a vehicle for CDPHP business, employee must have valid driver's license, current inspection and appropriate insurance coverage in effect at all times.

Level III

• High school diploma or GED required.
• NYS Life, Accident and Health Insurance License required or secured after 90 days of hire.
• Minimum of ten (10) year's relevant experience: 10+
• 10 years' experience in health care, insurance or third-party administrator setting required
• 10 years' experience in B2B sales support is required
• 10 years' experience working with external stakeholders required.
• Demonstrated problem solving skills for complex situations required.
• Ability work with prospects of high complexity required advanced knowledge
• Ability to work autonomously
• Strong established relationships with market stakeholders
• A positive mindset, active listening skills, confidence, and a relentless desire to succeed are a must.
• Ability to work independently and confidently make decisions.
• Ability to perform a variety of complex tasks
• Ability to apply acquired knowledge where appropriate autonomously
• Ability to follow defined processes, recommend and implement process improvements
• Strong verbal, written and interpersonal communication skills are required.
• Demonstrated ability to actively listen and offer solutions in complex situations
• Demonstrated ability to service and develop relationships
• Ability to empathize, relate and offer a solution to client issues/challenges
• Strong experience with CRMs.
• Must have access to reliable transportation. If driving a vehicle for CDPHP business, employee must have valid driver's license, current inspection and appropriate insurance coverage in effect at all times.

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In support of the Americans with Disabilities Act, this job description lists only those responsibilities and qualifications deemed essential to the position.

Equal Opportunity Employer

Compensation Range(s):

Level I (N6): Minimum: $22.50/hr - Maximum: $25/hr

Level II (N8): Minimum: $26.90/hr - Maximum: $43.02/hr

Level III (N9): Minimum: $29.60/hr - Maximum: $47.32/hr

The salary range indicated in this posting represents the minimum and maximum of the salary range for this position. Actual salary will vary depending on factors including, but not limited to, budget available, prior experience, knowledge, skill and education as they relate to the position's minimum qualifications, in addition to internal equity. The posted salary range reflects just one component of our total rewards package. Other components of the total rewards package may include participation in group health and/or dental insurance, retirement plan, wellness program, paid time away from work, and paid holidays.

Please note: There may be opportunity for remote work within all jobs posted by the CDPHP Talent Acquisition team. This decision is made on a case-by-case basis.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.