Customer Success Analyst

Lensa; Annapolis (MD); On-site; USD 57,000 - 84,000; Full time

Job summary

A leading company in the wellbeing industry is seeking a Customer Success Specialist to manage producer accounts post-implementation. The role emphasizes exceptional communication skills, relationship management and a commitment to customer satisfaction, requiring a Bachelor's degree and relevant experience. In addition to a competitive salary range, a comprehensive benefits package is also offered.

Benefits

Health/dental/vision insurance

401(k) plan

Employee Assistant Program

Wellness program with insurance premium reduction

Qualifications

• Bachelor’s degree required or equivalent experience.
• 3+ years’ experience in a relevant field.
• Strong communication and organizational skills necessary.

Responsibilities

• Act as the point of contact for producer accounts.
• Resolve service requests and issues efficiently.
• Track and achieve Service Level goals.

Skills

Interpersonal effectiveness

Oral communication skills

Written communication skills

Organizational skills

Problem solving

Education

Bachelor’s degree in business or related area

3+ years’ experience in insurance or voluntary/worksite fields

Tools

MS suite of products

Outlook

Job description

1 day ago Be among the first 25 applicants

Lensa partners with DirectEmployers to promote this job for Trustmark.

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 pooled producer accounts. Responsible for management of post-implementation service items, ensuring that producers and their clients are getting the most out of Trustmark’s products and services. Also, responsible and accountable for the overall customer satisfaction for their pooled accounts.

Key Accountabilities

• Serve as the named single point of contact for pool of producer relationships for all post implementation service requests and issues– goal is to resolve the item completely the first time.
• Triage inquiries/issues in order to involve the correct Subject Matter Experts in order to quickly and effectively resolve the item. Involve appropriate level of management to assist on multi-departmental and escalated/complex issues.
• Responsible and accountable for tracking, reporting and achieving Service Level goals. Make recommendations that will improve the service results.
• Analyze incoming service requests to identify trends and to anticipate and/or resolve ongoing issues.
• Responsible and accountable for Customer Effort, and Satisfaction 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 3+ years’ experience in the insurance or voluntary/worksite fields
• 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 Resolving issues think creatively and negotiating beneficial outcomes.
• Excellent oral/written communication 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):

$57,727.00 - $83,384.00 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.

Join a passionate and purpose-driven team of colleagues who contribute to Trustmark’s mission of helping people increase wellbeing through better health and greater financial security. At Trustmark, you’ll work collaboratively to transform lives and help people, communities and businesses thrive. Flourish in a culture where appreciation, mutual respect and trust are constants, not just for our customers but for ourselves.

Introduce yourself to our recruiters and we'll get in touch if there's a role that seems like a good match.

When you join Trustmark, you become part of an organization that makes a positive difference in people’s lives. You will play a vital role in delivering on our mission of helping people increase wellbeing through better health and greater financial security. Our customers tell us they simply appreciate the personal attention and knowledgeable service. Others tell us we’ve changed their lives.

At Trustmark, you’ll be part of a close-knit team. You’ll enjoy abundant opportunities to grow your career. That’s why so many of our associates stay at Trustmark and thrive. Trustmark benefits from more than 100 years of experience but pairs that rich history with a palpable sense of optimism, growth and excitement for what’s ahead – and beyond. This is a place where associates bring their whole selves to work each day. A place where you can be yourself. Whatever your beyond is, you can achieve it at Trustmark.

If you have questions about this posting, please contact [e-mail]

Seniority level

• Seniority level

  Entry level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Other

• Industries

  IT Services and IT Consulting

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