The SmartConnect Client Services Manager ensures a world-class customer service experience while
fostering strong relationships with partnered accounts. This role oversees Onboarding Specialists and
the Account Management Team, collaborating closely with Business Development. It guarantees the
seamless integration of new accounts and the ongoing support of existing ones. The Client Services
Manager works with leadership to develop strategic plans, manage key relationships, and ensure data
integrity. This role is crucial in establishing SmartConnect as the trusted Medicare solution for our
clients. The ideal candidate will be highly organized and thrive in a fast-paced environment. You will
collaborate with our Account Executives to expand our business. The SmartConnect Client Services Manager reports to the VP Business Development
Essential Duties:
The essential duties and responsibilities for this position include, but are not limited to:Manage, develop and mentor account managers and onboarding specialists.Develop and implement strategic plans for account managers to support and engage existing accounts.Execute monthly engagement campaigns.Track key performance indicators for onboarding specialists and account managers.Ensure successful implementation and onboarding of new accounts.Engage proactively with national accounts and stakeholders to meet relationship needs and provide relevant data.Ensure the integrity of account data.Develop and manage engagement campaigns for partnered accounts and brokers.Collaborate with the VP of Business Development and Account Executives to identify key opportunities for broker engagement.Collaborate with the Sr. Director of Operations to refine and improve internal processes and reporting.Manage VIP/key relationships as needed.Work closely with sales leadership to deliver world-class customer service to SmartConnect clients and partners.Additional Responsibilities:Monitor and analyze account metrics to identify areas for improvement and implement necessary changes.Foster a customer-centric culture within the team, promoting excellent customer service practices.Collaborate with the marketing team to create client-focused materials and communication strategies.Address any client issues or concerns promptly.Conduct or schedule regular training sessions for the team on the latest industry trends and best practices.Develop and manage client and satisfaction feedback processes to continually improve service delivery.Coordinate with the product development team to relay client feedback and ensure products meet client needs.Prepare and present regular reports on client services performance to senior management.Plan and execute client appreciation events and activities.Including on-site travel, direct mail, and gift strategiesIdentify areas for process improvement and grow the target audience.Deliver webinars, develop new product resources, and create Medicare content.Ensure current and future clients are satisfied and receive exceptional service.Develop new business opportunities with existing clients.Build trusted advisor relationships with key accounts, customer stakeholders, and executive sponsors.Maintain and manage internal CRM Identify opportunities to grow business within existing accounts.Ensure timely and successful onboarding and delivery of solutions according to customer needs and objectives.Serve as the subject matter expert on Medicare and be the main point of contact for assigned accounts.Perform additional responsibilities as assigned.
