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Customer Success Manager (Remote)

Company: Trustmark
Location: Lansing
Posted on: June 8, 2024

Job Description:

Trustmark's mission is to improve wellbeing - for everyone. It is a mission grounded in a belief in equality and born from our caring culture. It is a culture we can only realize by building trust. Trust established by ensuring associates feel respected, valued and heard. At Trustmark, you'll work collaboratively to transform lives and help people, communities and businesses thrive. Flourish in a culture of diversity and inclusion where appreciation, mutual respect and trust are constants, not just for our customers but for ourselves. At Trustmark, we have a commitment to welcoming people, no matter their background, identity or experience, to a workplace where they feel safe being their whole, authentic selves. A workplace made up of diverse, empowered individuals that allows ideas to thrive and enables us to bring the best to our colleagues, clients and communities.

The Customer Success Manager (CSM) serves as the dedicated, single point of contact for assigned key top producer accounts. Successful incumbents are advocates, problem solvers and trusted advisors for their defined producers post-implementation. This role works with key producers to ensure they are receiving the tools and support needed to achieve their goals. Being a CSM means proactive management of producer relationships post-implementation, ensuring their clients are getting the most out of Trustmark's products and services. The CSM is responsible and accountable for escalated service levels (SLAs), Customer Satisfaction, Effort and NPS scores for their defined accounts.

Service Management - Single Point of Contact

Serve as the named single point of contact for assigned relationships for all post implementation service requests and issues. Review responses from Subject Matter Experts to ensure completeness and accuracy before sending response to external relationship - goal is to resolve the item completely the first time

Triage inquiries/issues completely in order to fully understand the inquiry, from the producer, and to involve the correct Subject Matter Experts in order to quickly and effectively resolve the item. Accountable for timely resolution of escalated/complex issues. Involve appropriate level of management to assist on multi-departmental issues.

Responsible and accountable for tracking, reporting and achieving Service Level goals for their assigned relationships. Make recommendations that will improve the service results.

Overall accountability for effective completion and management of all service requests for identified accounts.

On a continuing basis - meet with and provide open and candid feedback to internal Trustmark managers and associates related to areas of improvement and success stories. The intent is constant improvement to the quality of our service.

Partner Success Optimization

Analyze incoming service requests to identify trends and to anticipate and/or resolve ongoing issues.

When service related trends are identified, conduct ad hoc or formal training with internal and external associates to optimize the producer successes going forward

Develop and communicate service report card for assigned relationships for assigned producers that is shared with Trustmark senior leadership and used to drive innovation and improvement

Responsible for quarterly reviews with key producers to discuss service metrics and overall service relationship health

Responsible and accountable for Customer Effort, Satisfaction and Net Promoter Scores for assigned relationships.

Drive process improvement and innovation across the organization to improve overall service efficiencies and effectiveness of all teams

Other duties as needed/assigned.

Innovate

Drive process improvement and innovation across the organization to improve overall service efficiencies and effectiveness of all teams

Other duties as needed/assigned.

EDUCATION AND EXPERIENCE REQUIRED

Bachelor's degree in business related area or 5+ years' experience in the insurance or voluntary/worksite fields

Ability to travel up to 20%, including some weekend travel

Proficient in MS suite of products and Outlook

Interpersonal effectiveness with proven ability to establish and maintain mutually respectful relationships with peers, support staff, sales team, agents/brokers and customers; handle conflict, resolve complex issues, negotiate and promote team spirit

Demonstrated high level proficiency in the following areas:

Collaborating on and influencing outcomes through others with or without direct reporting authority at all levels throughout an organization, up to C-Level both internally and externally

Aligning organizational resources to meet customer needs

Resolving complex issues think creatively and negotiating beneficial outcomes

Excellent oral/written communication skills and strong presentation skills

Exceptional organizational skills, adept at handling multiple tasks simultaneously, committed to follow through and completing tasks in a timely manner

Demonstrated knowledge and proficiency in customer-facing communication methods and techniques

Ability to recognize and act on opportunities to enhance/ strengthen the customer relationship

Preferred

Working knowledge of voluntary administration including premium billing & administration, eligibility, claims and payroll deduction and service model

Proven ability to lead projects to successful completion

Contact Center Skills

Management or Leadership experience

*For candidates based in IL/WI (within travel distance), this will be a hybrid role and the ideal candidate will be required to work on-site at our office in Lake Forest, IL for 3 days. Fully remote candidates are also welcome to apply.*

Brand: Trustmark

Come join a team at Trustmark that will not only utilize your current skills but will enhance them as well. Trustmark benefits include health/dental/vision, life insurance, FSA and HSA, 401(k) plan, Employee Assistant Program, Back-up Care for Children, Adults and Elders and many health and wellness initiatives. We also offer a Wellness program that enables employees to participate in health initiatives to reduce their insurance premiums.

For the fourth consecutive year we were selected as a Top Workplace by the Chicago Tribune. The award is based exclusively on Trustmark associate responses to an anonymous survey. The survey measured 15 key drivers of engaged cultures that are critical to the success of an organization.

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

Join a passionate and purpose-driven team of colleagues who contribute to Trustmark's mission of helping people increase wellbeing through better health and greater financial security. At Trustmark, you'll work collaboratively to transform lives and help people, communities and businesses thrive. Flourish in a culture where appreciation, mutual respect and trust are constants, not just for our customers but for ourselves.

Introduce yourself to our recruiters and we'll get in touch if there's a role that seems like a good match.

When you join Trustmark, you become part of an organization that makes a positive difference in people's lives. You will play a vital role in delivering on our mission of helping people increase wellbeing through better health and greater financial security. Our customers tell us they simply appreciate the personal attention and knowledgeable service. Others tell us we've changed their lives.

At Trustmark, you'll be part of a close-knit team. You'll enjoy abundant opportunities to grow your career. That's why so many of our associates stay at Trustmark and thrive. Trustmark benefits from more than 100 years of experience but pairs that rich history with a palpable sense of optimism, growth and excitement for what's ahead - and beyond. This is a place where associates bring their whole selves to work each day. A place where you can be yourself. Whatever your beyond is, you can achieve it at Trustmark.

Keywords: Trustmark, Lansing , Customer Success Manager (Remote), Executive , Lansing, Michigan

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