Apply on Employer Site

Red Envelope Consulting · 1 day ago

Head of Client Success - Remote

United States

Full-time

Remote

Director/Executive

7+ years exp

Red Envelope Consulting is seeking a dynamic and strategic Head of Client Success to lead their efforts in delivering exceptional experiences to clients. This role is pivotal in shaping long-term relationships, driving customer satisfaction, and ensuring clients achieve measurable success with their solutions.

ConsultingHuman ResourcesOutsourcingTraining

Responsibilities

Lead, mentor, and develop the Policy Service team (Policy Service Manager, Client Success support, and Coordinators)

Establish clear performance expectations, goals, key performance indicators (KPIs), and workflows to ensure consistency and accountability

Collaborate with the Regional Manager, Case Design, and Case Management teams to ensure seamless handoffs and service continuity

Oversee all servicing of in-force life-insurance and executive-benefit policies (SERPs, split-dollar, COLI/BOLI, individual life)

Ensure timely index allocations, illustration updates, annual reviews, and ongoing policy maintenance

Monitor premium schedules, billing, and transactional accuracy; oversee payment follow-ups and coordination with carriers

Review policy changes, riders, reinstatements, beneficiary updates, and ownership/structure changes and precision and compliance

Develop and enhance standard operating procedures (SOPs), workflows, and documentation to drive scalability, transparency, and risk reduction

Lead root-cause analysis for service defects and implement corrective action

Oversee accurate data entry, CRM system utilization, and recordkeeping standards

Identify automation opportunities, workflow refinements, and cross-team efficiencies

Ensure servicing practices align with carrier rules, regulatory requirements, and audit-ready standards

Oversee adherence to internal controls, privacy/security requirements, and audit-ready documentation

Partner with Compliance and Legal on policies involving ownership changes and executive-benefit administration

Serve as senior escalation point for complex policy issues, client concerns, or escalated carrier matters

Maintain strong relationships with carrier home offices (Penn Mutual, Pacific Life, Nationwide, etc.) to resolve issues quickly

Support Client Success by providing guidance, timely updates, and strategi input for key accounts

Provide insight and reporting on policy trends, lapses, premium patterns, and in-force health

Participate in key client reviews, renewals, and executive-benefit stewardship presentations as needed

Qualification

Client Relationship ManagementPolicy AdministrationOperational ExcellenceLeadershipLife Insurance KnowledgeAnalytical SkillsMicrosoft Office ProficiencyCustomer ServiceCommunication SkillsProblem-SolvingAttention to DetailStrategic Thinking

Required

Bachelor's degree in business, Insurance and Risk Management, Finance, Mathematics, or equivalent combination of education and experience

Exceptional, clear, and proactive written and verbal communication

Excellent customer service while building productive relationships

Effective listening skills and problem-solving mindset to uncover needs and offer relevant solutions

Proven ability to collaborate strategically in a professional manner in a growth-driven and cross-functional operating environment across a spectrum of key stakeholders and various levels of workforce

High attention to detail, accountability, and commitment to service excellence

Strong organization with the ability to design and/or optimize SOPs and scalable operational systems in evolving environments

Ability to translate complex insurance topics into simple language

Strong analytical skills with the ability to interpret illustrations, policy transactions, and in-force reports

Sound judgement and decision-making ability with compliance awareness

Strategic thinker with the ability to execute tactically

Data accuracy and quality control

High level of personal integrity, accountability, and the ability to maintain confidentiality

Ability to travel as needed