Manager, Client Success

Job Posting End Date: November 24

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

Here, we work to provide the employee benefits and service solutions that enable employees at our client companies to thrive throughout life’s moments. And this starts with ensuring that every one of our team members enjoys opportunities to succeed both professionally and personally. To enable this, we provide: 

• Award-winning culture 

• Inclusion and diversity as a priority 

• Performance Based Incentive Plans

• Competitive benefits package that includes: Health, Vision, Dental, Short & Long-Term Disability 

• Generous PTO (including paid time to volunteer!) 

• Up to 9.5% 401(k) employer contribution 

• Mental health support 

• Career advancement opportunities 

• Student loan repayment options 

• Tuition reimbursement

• Flexible work environments 

*All the benefits listed above are subject to the terms of their individual Plans.

And that’s just the beginning…  

With 10,000 employees helping more than 39 million people worldwide, every role at Unum is meaningful and impacts the lives of our customers. Whether you’re directly supporting a growing family, or developing online tools to help navigate a difficult loss, customers are counting on the combined talents of our entire team. Help us help others, and join Team Unum today! 

General Summary:

This position is responsible for the oversight and accountability of managing and developing a high performing team supporting Implementation, Service, Billing, or Administration of Unum clients. The position is responsible for providing leadership and guidance to the Client Success teams and works closely with management and other partners to ensure a cohesive client experience.

The role requires a strong business leader who can maintain a balanced view, considering the needs of home office, sales and partners, technology, and external marketplace trends to recommend, implement, and support effective solutions for our clients.

Principal Duties and Responsibilities

• Manage all aspects of the assigned Client Success teams. Balance work volumes across team.
• Provides collaborative leadership including all aspects of people management – hiring, training, resource allocation, job design, people development and performance management that creates a high-performance operating environment.
• Ability to build both technical and leadership skills; provide real time performance feedback.
• Engage, develop, and lead change in a fast-paced environment ensuring team members are prepared and equipped to provide exceptional customer experience
• High impact regarding development and implementation of productivity improvements and client service enhancements through workflow and technology-based processes.
• Provides leadership and direction to project teams who are involved with projects specific to the operational area.  Ability to coordinate and balance multiple projects in a time sensitive environment, under pressure while still meeting deadlines.
• Ensures quality, audit, and control standards through the development of effective standards, policies, education, and creative training programs.
• Develops workflow to meet specialized needs to ensure that appropriate service and financial levels are always met.
• Manages internal and external client expectations through project planning and partnering efforts throughout the corporation.
• Responsible for coordination of training, staffing and system changes as dictated by project plans.
• Key contact for field and internal partners on assigned Client Success area of responsibility.
• Ability to handle and manage escalations from partner areas and clients and drive to resolution
• Strong relationship management skills with internal clients; proven ability to develop collaborative approaches
• Provide finalist meeting support.
• Track and provide metrics and other appropriate reporting to management.
• Demonstrated ability to use sound judgement and discretion regarding confidential information.
• Strong data orientation and understanding to drive decision making and setting of priorities
• Participate/lead cross functional projects as needed.
• May perform other duties as assigned.

Job Specifications

• Bachelor’s degree preferred or equivalent with relevant business experiences
• 6+ years of experience in client services, employee benefits, HR administration, or related IT development
• Demonstrated experience in motivation, team building and collaboration
• Highly analytical and technical orientation. Creative problem solving and critical thinking skills – ability to think outside of the box in generating appropriate solutions for clients
• Strong technical skills. Understands the life cycle and client needs/processes
• Strong understanding of the service needs and financial impact to service levels
• Excellent understanding of Unum products and ability to recognize which parts of a contract impact risk, state filing, customization, and benefits administration
• Solid understanding of the budget and salary administration processes, and the impact of each to productivity, morale, and service levels
• Ability to perform under stress in cases of emergency or urgent situations.
• Strong communication/presentation skills
• Strong project management, leadership, and organization skills
• Strong negotiation skills, ability to work directly with sales and service as well as direct client contact
• Demonstrates exceptional service delivery orientation
• May require occasional travel

~IN1

#LI-CC1

Unum and Colonial Life are part of Unum Group, a Fortune 500 company and leading provider of employee benefits to companies worldwide. Headquartered in Chattanooga, TN, with international offices in Ireland, Poland and the UK, Unum also has significant operations in Portland, ME - plus over 35 US field offices. Colonial Life is headquartered in Columbia, SC, with over 40 field offices nationwide.

Unum is an equal opportunity employer, considering all qualified applicants and employees for hiring, placement, and advancement, without regard to a person's race, color, religion, national origin, age, genetic information, military status, gender, sexual orientation, gender identity or expression, disability, or protected veteran status.

The base salary range for applicants for this position is listed below. Unless actual salary is indicated above in the job description, actual pay will be based on skill, geographical location and experience.

$75,500.00-$142,700.00

Additionally, Unum offers a portfolio of benefits and rewards that are competitive and comprehensive including healthcare benefits (health, vision, dental), insurance benefits (short & long-term disability), performance-based incentive plans, paid time off, and a 401(k) retirement plan with an employer match up to 5% and an additional 4.5% contribution whether you contribute to the plan or not.  All benefits are subject to the terms and conditions of individual Plans.

Company:

Unum