- Manage client and broker/consultant relationships throughout the client lifecycle through regular touchpoints and proactive feedback solicitation.
- Communicate clearly in verbal and written formats, demonstrating time management and empathy.
- Manage client communication for engagement marketing, including open enrollment events, webinars, mailers, and case studies.
- Serve as the product expert and specialty care advocate by guiding clients through features, use cases, and best practices.
- Collaborate cross-functionally to ensure alignment across departments.
- Own the execution of action items and maintain accurate data in the CRM.
- Partner with Client Executives to maximize retention, identify churn risks, and drive upsell opportunities.
- Investigate root causes of service issues, coordinate solutions, and implement improvements.
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