Customer Experience Manager

About this role

<div class="content-intro"><p><img src="https://6093715.fs1.hubspotusercontent-na1.net/hubfs/6093715/Bennie_Social_Greenhouse_Recruiting_2024.png" alt="" width="800" style="max-width: 100%;"></p></div><p><strong>About Bennie</strong></p> <p>Bennie (<a href="http://www.bennie.com">www.bennie.com</a>) is an employee benefits services and technology firm that helps companies create a healthier workplace. Bennie provides services and technology that are beyond what growing companies typically receive, yet exactly what they need. </p> <p>Bennie has built the ultimate benefits platform that connects disparate systems across the benefits supply chain to deliver a complete experience for employees, employers, and partners. Bennie’s technology, benefit plans, and service model are designed to enable employers and their employees to experience best-in-class outcomes that reduce overall health plan costs. Bennie’s team members use the platform and its data to supplement their market knowledge and bring innovative solutions to Bennie’s customers.  </p> <p>Bennie is headquartered in Stamford, CT, and is a remote-first company with employees across the U.S.</p> <p><strong>Core Values at Bennie</strong></p> <p>As an organization, we value our team members who are <strong>Optimistic</strong>, <strong>Accountable</strong>, <strong>Thoughtful</strong>, and <strong>Healthy</strong>. We believe these values, known as our <strong>O.A.T.H.</strong>, are essential for our collective success. The ideal candidate for this role will embody these values by:</p> <ul> <li>Maintaining a <strong>positive attitude</strong> throughout our journey of building our company.</li> <li>Being <strong>responsible for the quality</strong> of their work and for meeting their goals.</li> <li><strong>Respecting our differences</strong> and looking out for one another.</li> <li>Believing in living<strong data-redactor-tag="strong"> </strong><strong>complete lives that balance our work and personal time.</strong></li> </ul> <p> </p> <p><strong>About the Role:</strong></p> <p>The Customer Experience Manager (CEM) is responsible for driving customer satisfaction and retention by leading and delivering an exceptional service experience for an assigned book of business.  The CEM serves as the primary service relationship owner for assigned customers, while providing support in the development and delivery of key benefit strategies, and helping to develop and maintain relationships with customers and external partners. </p> <p><strong>Reporting to:</strong> Principal Benefits Consultant</p> <p><strong>Who You Are: </strong>The ideal candidate should have experience working in benefits consulting and supporting a book of business, and engaging with insurance carriers and vendors to ensure effective execution on behalf of the customer. The ideal candidate should possess exceptional analytical, communication, and relationship building skills; and is excited to join a fast-growing benefits brokerage and work with senior team members to help deliver exceptional consulting service and experience to Bennie’s customers.</p> <p>The CEM should exhibit the <strong>six core attributes</strong> of the Bennie consulting team:</p> <ol> <li>Possess a <strong>growth mindset</strong> to drive the business upward and forward.</li> <li>Take a <strong>proactive </strong>approach to value creation and delivery for customers, colleagues, and partners.</li> <li>Seize the <strong>consultative</strong> opportunity in every interaction with customers, colleagues, and partners.</li> <li>Maintain a <strong>curiosity</strong> about the industry, Bennie’s customers, and Bennie’s business.</li> <li>Bring relentless <strong>intensity</strong> to the creation of value.</li> <li>Work <strong>collaboratively </strong>with customers, colleagues, and partners.</li> </ol> <p><strong>Responsibilities include:</strong></p> <ul> <li>Lead and manage the service relationship and strategy for assigned customers, ensuring the delivery of high-quality service experiences and customer satisfaction.</li> <li>Support execution of the annual customer account plan for all assigned customers.</li> <li>Work collaboratively with the consulting delivery team to support the creation and development of key consulting deliverables.</li> <li>Lead customer open enrollment presentations.</li> <li>Work collaboratively with other members of the consulting delivery team to support the development and implementation of strategic initiatives.</li> <li>Stay updated on industry trends, best practices and regulatory changes, and support education and enablement of customers regarding these developments.</li> <li>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.</li> <li>Maintain strong relationships with all customers, strategic partners, and internal Bennie collaborators.</li> <li>Other duties as…