OneDigital · 2 days ago
Commercial Lines Client Experience Manager - Hybrid (Cincinnati, OH)
West Chester, OH
Full-time
Hybrid
Senior Level
5+ years expOneDigital is a company that partners with business owners to manage risks and ensure their protection. The Client Experience Manager is responsible for enhancing the client journey by ensuring effective communication and support, leading a team to improve customer retention and satisfaction.
Human ResourcesInsuranceLife InsuranceSmall and Medium Businesses
Responsibilities
Drive Client Success Outcomes around reducing churn and improving the customer experience
Support the team to resolve issues and/or complaints, create save plans, optimize business acumen to create customer success at every stage
Develop a deep understanding of key account needs and represent the "Voice of Customer" cross-functionally
Collaborating with the sales team to maximize our ability to proactively support customer needs
Coach team in proactive reach out to all customers that fall into the medium/high-risk churn category during their transition state
Routinely monitor calls, complete call reviews and coaching to improve consultative and "whole business" approach for customer success
Connect to our customers and partners to get feedback, explore pain points, and provide guidance and support to the team on maximizing the value add
Constantly learn new things, strategies, insights to share with your team to truly help our customers level up and adapt to changing demands and requirements
Ask questions and apply strong critical thinking and problem-solving skills to help your team help customers solve their biggest challenges
Develop insights from customer data to drive customer or internal facing content and training material
Gather, Analyze, and report to senior leadership key customer success metric
Qualification
Required
Empathetic, positive attitude with a desire to help our customers reach their goal
Demonstrated skills in analytics and research, client relations, executive presentations and cross functional project management
2+ Years of Sales or Management Consulting Experience, Client Engagement Management, or Customer Success Management
2+ Years managing and consulting with strategic client accounts and enterprise account management
Results-driven mentality, with a bias for speed and action
Strong attention to detail
Must be self-motivated and disciplined
Excellent written and verbal communication skills
Strong organizational skills
Ability to manage one's workload
Ability to thrive in fast-paced environment
Minimum of 5 years strategic client consulting and management experience in broker agency or benefit administration, required
Minimum 2 years' of employment with Digital Insurance or DBA, required
Current life and health insurance license; required
Proficient in Microsoft Office, particularly database applications
Advanced knowledge of health, ancillary and alternative funding products (self-funded, partially self-funded, fully-insured plans)
Preferred
Knowledge/Experience with HCM Solutions preferred
Participant of OneDigital's Leadership training program, preferred
Bachelor's Degree, preferred
Experience working with large enterprise customers
Exceptional communication skills, highly organized, collaborative and detail oriented
Experience building and maintaining relationships, while working to mitigate churn and drive client success
Benefits
Health, wellbeing, retirement, and other financial benefits
Paid time off
Overtime pay for non-exempt employees
Robust learning and development programs
Reimbursement of job-related expenses per the company policy
Employee perks and discounts
Company
OneDigital
OneDigital is focused exclusively on employee benefits.
1001-5000 employees
Funding
Current Stage
Late StageTotal Funding
unknownKey Investors
CPP Investments
2025-09-19Secondary Market
2025-09-19Acquired
Leadership Team
Mike Sullivan
Co-Founder & Chief Growth Officer
T
Travis Dommert
SVP, Talent
Recent News
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