Customer Success Manager

Trustmark’s mission is to improve wellbeing – for everyone. It is a mission grounded in a belief in equality and born from our caring culture. It is a culture we can only realize by building trust. Trust established by ensuring associates feel respected, valued and heard. At Trustmark, you’ll work collaboratively to transform lives and help people, communities and businesses thrive. Flourish in a culture of diversity and inclusion where appreciation, mutual respect and trust are constants, not just for our customers but for ourselves. At Trustmark, we have a commitment to welcoming people, no matter their background, identity or experience, to a workplace where they feel safe being their whole, authentic selves. A workplace made up of diverse, empowered individuals that allows ideas to thrive and enables us to bring the best to our colleagues, clients and communities.

About the role

Serves as the dedicated, single point of contact for assigned key top producer accounts. Works with key producers to ensure they are receiving the tools and support needed to achieve their goals. Provides proactive management of producer relationships post-implementation, ensuring their clients are getting the most out of Trustmark’s products and services. Responsible and accountable for escalated service levels (SLAs), Customer Satisfaction, Effort and NPS scores for their defined accounts.

Key Accountabilities

• Serve as the named single point of contact for assigned relationships for all post implementation service requests and issues. Review responses from Subject Matter Experts to ensure completeness and accuracy before sending response to external relationship – goal is to resolve the item completely the first time.

• Triage inquiries/issues completely in order to fully understand the inquiry, from the producer, and to involve the correct Subject Matter Experts in order to quickly and effectively resolve the item. Accountable for timely resolution of escalated/complex issues. Involve appropriate level of management to assist on multi-departmental issues.

• Responsible and accountable for tracking, reporting and achieving Service Level goals for their assigned relationships. Make recommendations that will improve the service results.

• Overall accountability for effective completion and management of all service requests for identified accounts.

• On a continuing basis – meet with and provide open and candid feedback to internal Trustmark managers and associates related to areas of improvement and success stories. The intent is constant improvement to the quality of our service.

• Analyze incoming service requests to identify trends and to anticipate and/or resolve ongoing issues.

• When service related trends are identified, conduct ad hoc or formal training with internal and external associates to optimize the producer successes going forward.

• Develop and communicate service report card for assigned relationships for assigned producers that is shared with Trustmark senior leadership and used to drive innovation and improvement.

• Responsible for quarterly reviews with key producers to discuss service metrics and overall service relationship health.

• Responsible and accountable for Customer Effort, Satisfaction and Net Promoter Scores for assigned relationships

• Drive process improvement and innovation across the organization to improve overall service efficiencies and effectiveness of all teams

• Other duties as needed/assigned.

Minimum Requirements

• Bachelor’s degree in business related area or 5+ years’ experience in the insurance or voluntary/worksite fields

• Ability to travel up to 20%, including some weekend travel.

• Proficient in MS suite of products and Outlook

• Interpersonal effectiveness with proven ability to establish and maintain mutually respectful relationships with peers, support staff, sales team, agents/brokers and customers; handle conflict, resolve complex issues, negotiate and promote team spirit.

• Demonstrated high level proficiency in the following areas:

• Collaborating on and influencing outcomes through others with or without direct reporting authority at all levels throughout an organization, up to C-Level both internally and externally

• Aligning organizational resources to meet customer needs.

• Resolving complex issues think creatively and negotiating beneficial outcomes.

• Excellent oral/written communication skills and strong presentation skills

• Exceptional organizational skills, adept at handling multiple tasks simultaneously, committed to follow through and completing tasks in a timely manner.

• Demonstrated knowledge and proficiency in customer-facing communication methods and techniques.

• Ability to recognize and act on opportunities to enhance/ strengthen the customer relationship.

Preferred

• Working knowledge of voluntary administration including premium billing & administration, eligibility, claims and payroll deduction and service model.

• Proven ability to lead projects to successful completion.

• Contact Center Skills

• Management or Leadership experience

The compensation range for this role is (based on the corporate location in Lake Forest, Illinois):

$81,274.30 - $117,396.33 per year

The final salary offer will be determined based on factors such as location, qualifications, experience, skill set, and other relevant factors. This position may also be eligible for bonus. We understand that compensation is an important factor when considering a new opportunity, and we strive to provide a competitive salary within the market.

Brand: Trustmark

In addition to compensation, we offer a comprehensive benefits package that includes: Health/dental/vision, life insurance, FSA and HSA, 401(k) plan, Employee Assistant Program, Back-up Care for Children, Adults and Elders and many health and wellness initiatives. We also offer a Wellness program that enables employees to participate in health initiatives to reduce their insurance premiums.  For questions about compensation and benefits, please speak to the Recruiter if you decide to apply and are selected for an interview.

Trustmark is committed to leveraging the talent of a diverse workforce to create great opportunities for our people and our business.  We are an equal opportunity employer, including disability and protected veteran status.