Customer Experience Manager

Summary

Join Bennie, a leading employee benefits broker and platform, as a Customer Experience Manager (CEM)! In this role, you will be responsible for driving customer satisfaction and retention by leading and delivering exceptional service. You will serve as the primary service relationship owner for assigned customers, supporting the development and delivery of key benefit strategies. The ideal candidate possesses strong analytical, communication, and relationship-building skills and thrives in a startup environment. You will collaborate with internal teams and external partners to ensure effective execution of customer strategies. This role reports to the Senior Benefits Consultant and requires experience in benefits consulting and managing a book of business. Bennie offers a competitive salary and comprehensive benefits package.

Requirements

• 3 years of benefit account management experience supporting a benefit consulting team
• Bachelor’s degree or equivalent experience
• Life & Health Producer’s License
• Working knowledge of MS excel, Word, and PowerPoint

Responsibilities

• Lead and manage the service relationship and strategy for assigned customers, ensuring the delivery of high-quality service experiences and customer satisfaction
• Support execution of the annual customer account plan for all assigned customers
• Work collaboratively with the consulting delivery team to support the creation and development of key consulting deliverables
• Lead customer open enrollment presentations
• Work collaboratively with other members of the consulting delivery team to support the development and implementation of strategic initiatives
• Stay updated on industry trends, best practices and regulatory changes, and support education and enablement of customers regarding these developments
• Collaborate with cross-functional teams, including but not limited to sales, data operations, and product, to identify and support business development and operational improvement opportunities
• Maintain strong relationships with all customers, strategic partners, and internal Bennie collaborators
• Other duties as assigned

Preferred Qualifications

• Experience working with today’s leading HR/Benefits technology platforms
• Experience in both large- and small- group benefits consulting

Benefits

• Competitive salary range for this position, from USD80,000 to USD90,000 + 10% bonus annually, commensurate with experience and qualifications
• Comprehensive benefits package
• Flexible PTO
• Health insurance
• Retirement plans
• Option to work in a remote environment