Customer Relationship Manager II

A Brief Overview
The position provides strategic business direction and plans to clients, including the development and oversight of service activities for company products and services. Ensures client satisfaction and engagement by managing the overall business pricing of benefit renewals, administrative charges, and the upselling of products and strategic services.

What you will do

Provides retention and account management expertise to a portfolio/cohort of customers in partnership with the Customer Experience departments
Assists in contract negotiations and drives conversations
Delivers on demand touchpoints to clients, ensuring customer satisfaction and ensuring C-Suite penetration
Provides support for client service opportunities and coordinates their implementation as needed
Consults on retention strategies and provides leadership
Forecasts attrition risk and maintains basic knowledge of customers' portfolios
Participate in identifying and transitioning customers to alternative service models
Performs other duties as assigned
Complies with all policies and standards

Education Qualifications

Bachelor's Degree or equivalent experience preferred
Experience Qualifications

Typically 5+ years Retention and/or Account Management Experience

Skills and Abilities

Excellent communication and interpersonal skills
Ability to communicate effectively with employees at all levels of the organization
Knowledge of financial analysis and business acumen
Knowledge of benefits programs and strategies
Knowledge of service model pricing
Excellent interpersonal and presentation skills
Ability to adapt to a fast-paced, constantly evolving business and work environment while managing multiple priorities
Proficient in Microsoft Office Suite

Travel Requirements
Minimal

Work Environment

Work in clean, pleasant, and comfortable office or home setting. The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable persons with disabilities to perform the essential functions.
The preferred location for this role is Los Angeles, CA, and the salary range for this location is $98,600.00 to $161,300.00. All qualified external applicants will be considered for an in-office role, based in Los Angeles. All qualified internal candidates are encouraged to apply and consider relocation to Los Angeles and may be considered for remote hire at the company’s discretion. The candidate’s final salary offer will be based on the candidate’s skills, education, work location and experience.