Client Success Manager

$55,000 - $70,000/Yr

Hub International - Austin, TX

Full-time - Mid Level

Hybrid - Austin, TX

10,001+ employees

Insurance Carriers and Related Activities

About the position

The Client Success Manager at HUB International is responsible for developing and implementing community engagement initiatives for a Financial Wellness Employee Benefit Program. This role focuses on establishing and nurturing relationships with Plan Sponsors to enhance client satisfaction, increase adoption and engagement, and ensure retention of clients. The position requires collaboration with the Marketing team and involves managing client onboarding, renewals, and communication between clients and internal teams.

Responsibilities

• Participate as a member of the Marketing team in developing and implementing strategies.
• Own client onboarding and ensure launch timelines are on-track.
• Contribute to the attainment of member growth goals.
• Develop and manage client relationships to boost satisfaction, increase adoption and engagement, and ensure retention.
• Own the client renewal process, discuss contract terms with clients, and keep track of timelines.
• Keep accurate records of all client information and communication in the CRM system.
• Facilitate communication between Client and Internal Teams and document client requests appropriately.
• Represent the Company and the Program at conferences.
• Generate client reports and maintain client success tracking.
• Travel as needed for onsite client visits and events such as implementation meetings, benefits fairs, presentations, etc.
• Track client database usage to monitor adoption and engagement.
• Drive participant and plan sponsor engagement activities.
• Manage vendor relationships.
• Programmatically manage account escalations, past-due invoices, contracts, and service agreements.
• Support team members in addressing and resolving client issues involving claims, administration, compliance, etc.
• Coordinate web event, webcast, and conference call logistics, including producing meeting agendas and meeting minutes.

Requirements

• Bachelor's degree
• Proven ability to manage multiple projects simultaneously while paying close attention to details.
• Proven account management or relevant experience.
• Ability to work and communicate with senior/executive level partners.
• Demonstrated ability in communicating and understanding complex technical issues.
• Excellent written and oral communication skills across multiple channels (email, phone, etc.).
• Ability to travel as needed.

Benefits

• Health insurance
• Dental insurance
• Vision insurance
• Life insurance
• Disability insurance
• Flexible Spending Account (FSA)
• Health Savings Account (HSA)
• 401(k) accounts
• Paid time off benefits
• Eligible bonuses and commissions for some positions.