Customer Experience Manager, Enteprise

Bennie is an employee benefits services and technology firm. The Enterprise Customer Experience Manager leads day-to-day service relationships and strategy for enterprise customers, driving customer satisfaction and retention while partnering with consultants on benefit strategies, renewals, and customer relationships.

Responsibilities:

• Lead and manage the day-to-day service relationship and strategy for assigned enterprise customers (~500+ lives), ensuring the delivery of high-quality service experiences, rapid issue resolution, and customer satisfaction
• Own and drive execution of the annual customer account plan and service calendar for all assigned enterprise customers
• Work collaboratively with the consulting delivery team (Enterprise Consultants and Analysts) to support the creation and development of key consulting deliverables, including renewal decks, stewardship reports, RFP exhibits, and vendor assessments
• Lead customer open enrollment strategy, readiness, and customer/employee-facing presentations and materials as needed
• Work collaboratively with other members of the consulting delivery team to support the development and implementation of strategic initiatives, including self-funding transitions, compliance roadmaps, and administrative system setups
• 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 carrier/TPA/PBM partners, and internal Bennie collaborators
• Oversee complex customer escalation management, carrier billing reconciliations, eligibility audits, and contract implementations across multiple lines of coverage
• Partner with Enterprise Consultants during the onboarding process to project-manage seamless customer transitions onto Bennie's platform and service model

Requirements:

• The Enterprise CEM should have experience working in benefits consulting and supporting an enterprise-level book of business, and engaging with insurance carriers, TPAs, PBMs, and vendors to ensure effective execution and operational excellence on behalf of the customer
• The ideal candidate should possess exceptional analytical, project management, communication, and relationship building skills; and is excited to work in a technology-forward environment to help deliver exceptional consulting service and experience to Bennie's largest and most complex customers
• Possess a growth mindset to drive the business upward and forward
• Take a proactive approach to value creation and delivery for customers, colleagues, and partners
• Seize the consultative opportunity in every interaction with customers, colleagues, and partners
• Maintain a curiosity about the industry, Bennie's customers, and Bennie's business
• Bring relentless intensity to the creation of value
• Take ownership of one's impact and influence on customers, colleagues, and partners
• Work collaboratively with customers, colleagues, and partners
• Act with compassion in every interaction, every time
• 4+ years of account management experience supporting a benefit consulting team and enterprise/large-group book of business (~500+ lives)
• Robust experience working with fully insured and self-funded medical benefits programs and service channels, and most ancillary lines of coverage
• Active Life & Health Producer's License
• Demonstrated executive presence and strong presentation skills tailored to senior HR leadership and benefit directors
• Demonstrated proficiency with AI productivity tools and comfort with prompts that support efficient work processes
• Strong proficiency in MS Excel, Word, and PowerPoint
• Experience working with today's leading HR/Benefits technology platforms (e.g., Workday, UKG, ADP, Businessolver, PlanSource, Benefitfocus)
• Professional designations (e.g., CEBS, GBA, PHR, SHRM-CP)
• Prior experience in a high-growth consulting or tech-forward brokerage environment