Senior business leader responsible for relationship management, customer health, financial health, retention and growth for a specified business segment or set of “customers”.
Responsibility, Accountability, Areas of Focus and Alignment to Cornerstone:
Creates a strategic annual plan with measurable objectives that align with specific broker strategic mission, our promise and objectives
Manage contract “renewals” and retention for specified business unit
Manages and tracks broker commitments for premier or platinum broker
Monitors, manages and communicates any commissions earned
Manage and monitor P&L and SLAs, escalate financial risks and opportunities to leaders and GMs as appropriate; contribute to revenue generation and growth
Partners with General Manager to execute on broader channel strategy and for monthly business unit reviews
Mine conference / external forums and make participation recommendations to showcase Benefitfocus and our differentiating broker strategy
Accountable end-to-end for customer health, growth and management of customers in business segment
Provide continuity and ensures a seamless experience spanning all stages of a customer’s relationship with Benefitfocus from sales through ongoing service
Responsible for delivering against all key metrics for assigned relationships: customers satisfaction (as measured by NPS), retention, revenue growth, and profitability
Relentlessly monitor and manage Customer health for specified business unit
Proven ability to recognize and diagnose issues, and leverage resources to address Customer challenges
Empowered directly and indirectly to make the right decisions for customer
Defines the support and service structure, specifically aligns a service team solely focused on broker success.
Prepare and maintains account plan for each customer
Conduct regular business reviews with customers to drive customer value , alignment and satisfaction
Proactively address escalations to ensure customer and internal expectations are met: engage broader leadership as necessary. Understand and prepare comprehensive summary including customer perspective, root cause analysis of issues, actions, owners and plan to draw to closure
Ensure alignment of customer management objectives, goals and priorities cross- functionally
Eliminate roadblocks and drive resolution across the organization for customers
Works with Sales to identify, secure additional premier brokers and to define growth strategy
Represents the voice of the broker, broker advocate in all corporate planning
Ensuring alignment with all Benefitfocus partners – employers, medical carriers, L&A carriers, suppliers
Develop and executes governance framework (i.e. QBRs) with premier brokers to align on success measures, goals and priorities
Builds partnerships at executive levels with all National Brokers (i.e. Lockton, WTW, Mercer, AON)
Assess and re-align talent to drive customer health, retention and growth
Manage performance of Customer Management leaders against OKRs and goals. Provide developmental direction and motivation.
Works cross –functionally to enable training for all Benefitfocus associates on broker engagement – creates certification program
Work cross-functionally to drive customer growth while leading and developing teams to execute on the health, retention and growth goals. Align, partner and collaborate with:
General Managers on strategy, revenue and expense forecasts and variances
Product management to drive growth and profitability
Functional leads and finance to execute on operational efficiencies to meet targeted margin improvements.
Managers and associates to develop/execute on customer success plan
All teams to develop/execute associate engagement plan
Recruiting and HR to hire, retain and develop high performing/high potential talent
Competencies, Skills and Experience:
Outcome and results focused
Industry, business and financial acumen
Proven ability to work in a highly cross-functional matrix environment.
Organizational and time management skills.
Strong communicator, polished written and presentation communication skills
Strong executive presence and comfort level working with senior leadership
Key Performance Indicators
Customer reference ability
Net Promoter Score
Associate Net Promoter Score