Manager, Client Success - Plan & Administrative Change Consultation

Unum; United States; Remote; USD 75,000 - 143,000; Full time

Job summary

Join a leading employee benefits provider as a Team Leader for Plan Change Consultants. Oversee a high-performing team, ensuring excellent client service and operational efficiency. Leverage your leadership skills to drive change and improve service delivery in a dynamic environment.

Benefits

Competitive benefits including health, vision, dental

Generous PTO, including paid volunteer time

Up to 9.5% 401(k) employer contribution

Mental health support

Career advancement opportunities

Tuition reimbursement

Flexible work environments

Qualifications

• 6+ years in client services, employee benefits, HR administration, or IT development.
• Strong project management and leadership skills.

Responsibilities

• Manage Client Success teams and balance work volumes.
• Lead hiring, training, and performance management.
• Implement productivity and service improvements.

Skills

Analytical skills

Communication

Leadership

Negotiation

Problem-solving

Education

Bachelor's degree

Job description

Job Posting End Date: May 30

When you join the team at Unum, you become part of an organization committed to helping you thrive.

Here, we work to provide employee benefits and service solutions that enable employees at our client companies to thrive throughout life's moments. We ensure that every team member has opportunities to succeed both professionally and personally by offering:

• Award-winning culture
• Inclusion and diversity as a priority
• Performance-based incentive plans
• Competitive benefits including health, vision, dental, short & long-term disability
• Generous PTO, including paid volunteer time
• Up to 9.5% 401(k) employer contribution
• Mental health support
• Career advancement opportunities
• Student loan repayment options
• Tuition reimbursement
• Flexible work environments

*All benefits are subject to plan terms.

With 10,000 employees helping over 39 million people worldwide, each role at Unum is meaningful and impacts our customers' lives. Whether supporting a growing family or developing online tools for navigating difficult losses, our team’s talents are vital. Join us and help make a difference!

General Summary

This role involves leading a team of Plan Change Consultants responsible for processing changes for Small Business and Mid Market customers. The position oversees and develops a high-performing team supporting Implementation, Service, Billing, or Administration of Unum clients. It requires providing leadership and guidance to Client Success teams, working closely with management and partners to ensure a cohesive client experience.

The role demands a strong business leader who can balance the needs of various stakeholders, including home office, sales, partners, technology, and market trends, to recommend and support effective client solutions.

Principal Duties and Responsibilities

• Manage all aspects of the Client Success teams, balancing work volumes.
• Provide leadership in hiring, training, resource allocation, job design, development, and performance management.
• Build technical and leadership skills, providing real-time feedback.
• Lead change initiatives in a fast-paced environment to ensure team readiness and excellent customer service.
• Implement productivity and service improvements through workflow and technology.
• Lead project teams on operational projects, coordinating multiple projects under tight deadlines.
• Ensure quality, audit, and control standards through policies, education, and training.
• Develop workflows to meet service and financial needs.
• Manage client expectations through planning and collaboration.
• Coordinate training, staffing, and system changes per project plans.
• Serve as the key contact for internal and external partners.
• Handle escalations and drive resolution.
• Develop strong relationships with internal clients.
• Support final meetings and provide metrics and reports to management.
• Use sound judgment regarding confidential information.
• Drive decision-making with data analysis.
• Participate or lead cross-functional projects as needed.
• Perform other duties as assigned.

Job Specifications

• Bachelor’s degree preferred or equivalent relevant experience.
• 6+ years in client services, employee benefits, HR administration, or IT development.
• Experience in motivation, team building, and collaboration.
• Analytical and technical skills with creative problem-solving.
• Strong understanding of client lifecycle and needs.
• Knowledge of service needs and financial impacts on service levels.
• Understanding of Unum products and contract implications.
• Familiarity with budget and salary processes affecting productivity and morale.
• Ability to perform under stress.
• Excellent communication and presentation skills.
• Strong project management and leadership skills.
• Negotiation skills and ability to work with sales, service, and clients.
• Exceptional service delivery orientation.
• Occasional travel may be required.

#LI-CA1

Unum and Colonial Life are part of Unum Group, a Fortune 500 company. Headquartered in Chattanooga, TN, with international offices and US field offices, we are a leading provider of employee benefits worldwide.

Unum is an equal opportunity employer, considering all qualified applicants without regard to race, color, religion, national origin, age, genetic information, military status, gender, sexual orientation, gender identity or expression, disability, or veteran status.

The salary range for this position is $75,500 - $142,700, based on skills, location, and experience.

Unum offers a comprehensive benefits package, including healthcare, insurance, incentive plans, paid time off, and a 401(k) plan with employer contributions.