The Client Implementation Manager will be responsible for developing and overseeing highly complex and customized new client installations for the RSL/Matrix Absence Management National Accounts segment. This includes overall accountability for the successful new case installation of 2000+ employee accounts and < 2000 employee IEB (Matrix) accounts. He/she will drive the process through a combination of direct involvement, partnership with the National Account Manager team, and influence over internal partners (field support/service resources, Matrix Absence Management resources, etc.)
The position will have daily interaction with the Sales Force, Sales & Marketing Management, and Information Systems. The position requires the ability to present at and/or lead Client meetings. The incumbent must be able to demonstrate internal diplomacy/influencing skills with RSL sales, regional service people and internal cross-functional areas including underwriting, claims and administration. Superior technical knowledge of both RSL and Matrix processes, systems and service capabilities is required.
He/she will coordinate activities with the RSO Service and Sales teams to ensure a smooth implementation and initial policyholder/broker customer satisfaction.
The position requires the ability to thrive in a fast-paced environment, multi-tasking skills and the ability to work in an autonomous manner. Group insurance product/process knowledge and superior communication, organizational and project management skills are required.
Duties and Responsibilities :
Provide leadership and subject matter expertise to new policyholders ensure successful implementation, enrollment and ongoing support for assigned clients / territories.
Lead new client installation calls for assigned policyholders/ sales offices (including National Accounts-assigned clients, IEB/Matrix clients.
Proactively communicate to the policyholder to ensure appropriate setup and understanding of RSL/Matrix systems, tools and processes, including (but not limited to) billing, contracts and web tools.
Create and deliver new policyholder administrative kits in an accurate and timely manner.
Identify, research and coordinate the resolution of client-level issues for new clients.
Coordinate fulfillment, tracking, billing, and inventory process for all enrollment communication materials.
Interface with IS and the RSO Service team to develop solutions to broker and client’s specific needs, and to proactively communicate/document potential issues.
Work with marketing to ensure appropriate delivery of client materials.
All other duties as assigned by management.
Education, Qualifications and Experience :
Bachelor’s Degree in Business, Marketing, and /or Communications is required. An MBA or advanced degree in a related field is preferred.
Minimum of 3-5 years of directly related experience is required.
Superior organizational, multi-tasking, influencing and presentation skills are required.
Strong written and superior oral communication skills required
Professional business demeanor and the ability to work in a fast-paced, entrepreneurial capacity with minimal supervision are required.
Position requires up to 50% travel nationwide on average, including up to 75% during peak periods.
Proficient in Microsoft Office products and ability to master applicable RSL and Matrix systems and processes
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