JOB SUMMARY
The Client Service Specialist (CSS) plays a vital role in ensuring clients continue to receive exceptional value from Mark III’s services through consistent, day-to-day remote engagement following the conclusion of their initial open enrollment. As a central point of contact, the CSS builds and maintains strong relationships with external stakeholders, including insurance carriers, healthcare providers, and health organizations – to support client satisfaction and long-term retention.
In partnership with the Client Service Manager (CSM) or Sales Team, the CSS helps drive operational excellence and client success by identifying service needs, addressing issues promptly, and contributing to a positive client experience. The CSS also works cross-functionally with sales, marketing, and product teams to support continuous improvement of the overall client journey and ensure service delivery aligns with evolving client expectations.
QUALIFICATIONS
· Bachelor’s degree in Business, Finance, Healthcare Management, or a related field preferred.
· Life and Health Insurance license required within 6 months of hire.
· 3–5 years of experience in customer success, account management, or a similar client-facing role, preferably within the health or life insurance industry.
· Strong interpersonal and communication skills with the ability to build relationships and collaborate effectively across all organizational levels.
· Detail-oriented with strong analytical skills to assess client needs, track success metrics, and deliver actionable insights.
· Proven project management and organizational skills, capable of managing multiple accounts, prioritizing tasks, and meeting deadlines while maintaining excellent customer service.
· Willingness to travel regionally as needed, up to 20%.
· This is an in-office position based in Johnson City, TN, with the opportunity to work remotely one day per week.
ROLES & RESPONSIBILITIES
Client Relationship Management
· Develop and maintain strong, trust-based relationships with clients by understanding their unique business challenges and goals.
· Guide clients through onboarding, adoption, and ongoing use of Mark III’s products and services to maximize value.
Client Support and Troubleshooting
· Serve as the primary day-to-day point of contact for clients on service issues such as claims, billing, and employee data updates (e.g., Qualifying Life Events, terminations, new hires).
· Collaborate closely with internal teams to resolve product or service-related problems efficiently. Support the Client Service Manager in daily account management activities.
· Proactively identify and address potential problems before they escalate, providing timely and effective solutions.
Client Service
· Partner with the Client Service Manager to support the contract renewal process, ensuring ongoing client satisfaction and retention.
· Provide clients with continuous education and updates on products and services to help them maximize their investment.
· Stay informed about regulatory changes and industry trends affecting the life and health insurance sectors.
· Ensure all client services comply with relevant laws, guidelines, and regulatory standards.
· Function as a liaison with product management and marketing teams by communicating customer feedback, feature requests, and insights to enhance offerings and improve satisfaction.
· Collaborate with technical support and operations teams to ensure smooth and seamless service delivery.
Pay: $50,000.00 - $70,000.00 per year
Benefits:
- 401(k) matching
- Dental insurance
- Flexible spending account
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Retirement plan
- Vision insurance
Work Location: In person
