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Unum · 1 day ago

Manager, Client Success

Portland, ME

Full-time

Hybrid

Mid, Senior Level

$76K/yr - $143K/yr

6+ years exp

Unum is a leading provider of employee benefits, committed to helping its employees thrive. The Manager, Client Success is responsible for overseeing and developing a high-performing team that supports the implementation, service, billing, or administration of Unum clients.

FinanceFinancial ServicesInsurance

Responsibilities

Manage all aspects of the assigned Client Success teams. Balance work volumes across team

Provides collaborative leadership including all aspects of people management – hiring, training, resource allocation, job design, people development and performance management that creates a high-performance operating environment

Ability to build both technical and leadership skills; provide real time performance feedback

Engage, develop, and lead change in a fast-paced environment ensuring team members are prepared and equipped to provide exceptional customer experience

High impact regarding development and implementation of productivity improvements and client service enhancements through workflow and technology-based processes

Provides leadership and direction to project teams who are involved with projects specific to the operational area. Ability to coordinate and balance multiple projects in a time sensitive environment, under pressure while still meeting deadlines

Ensures quality, audit, and control standards through the development of effective standards, policies, education, and creative training programs

Develops workflow to meet specialized needs to ensure that appropriate service and financial levels are always met

Manages internal and external client expectations through project planning and partnering efforts throughout the corporation

Responsible for coordination of training, staffing and system changes as dictated by project plans

Key contact for field and internal partners on assigned Client Success area of responsibility

Ability to handle and manage escalations from partner areas and clients and drive to resolution

Strong relationship management skills with internal clients; proven ability to develop collaborative approaches

Provide finalist meeting support

Track and provide metrics and other appropriate reporting to management

Demonstrated ability to use sound judgement and discretion regarding confidential information

Strong data orientation and understanding to drive decision making and setting of priorities

Participate/lead cross functional projects as needed

May perform other duties as assigned

Qualification

Client services experienceTeam buildingProject managementAnalytical skillsTechnical skillsCommunication skillsService delivery orientationNegotiation skillsLeadership skillsOrganizational skills

Required

6+ years of experience in client services, employee benefits, HR administration, or related IT development

Demonstrated experience in motivation, team building and collaboration

Highly analytical and technical orientation. Creative problem solving and critical thinking skills – ability to think outside of the box in generating appropriate solutions for clients

Strong technical skills. Understands the life cycle and client needs/processes

Strong understanding of the service needs and financial impact to service levels

Excellent understanding of Unum products and ability to recognize which parts of a contract impact risk, state filing, customization, and benefits administration

Solid understanding of the budget and salary administration processes, and the impact of each to productivity, morale, and service levels

Ability to perform under stress in cases of emergency or urgent situations

Strong communication/presentation skills

Strong project management, leadership, and organization skills

Strong negotiation skills, ability to work directly with sales and service as well as direct client contact

Demonstrates exceptional service delivery orientation

May require occasional travel

Preferred

Bachelor's degree preferred or equivalent with relevant business experiences

Benefits

Award-winning culture

Inclusion and diversity as a priority

Performance Based Incentive Plans

Competitive benefits package that includes: Health, Vision, Dental, Short & Long-Term Disability

Generous PTO (including paid time to volunteer!)

Up to 9.5% 401(k) employer contribution

Mental health support

Career advancement opportunities

Student loan repayment options

Tuition reimbursement

Flexible work environments

Company

Unum

Glassdoor3.7

Since our founding in 1848, Unum has been a leader in the employee benefits business through innovation, integrity and an unwavering commitment to our customers.

Founded in 1848

Chattanooga, Tennessee, USA

10001+ employees