The Senior Account Manager is the service experience leader of the client team, supporting/implementing the client's benefits strategy. With an intermediate/advanced understanding of EB markets and client service, the Senior AM and is able to proactively engage the client without AE support.   The Account Manager supports the client and Account Executive in program administration, marketing and placement and carrier management, as well as assisting the AE with monitoring the success of programs and identifying areas of concerns prior to the renewal.  He or she works closely with the AE to monitor plan performance and escalate any client needs when necessary.  A trusted advisor who is responsive and receptive, the Senior Account Manager provides innovative solutions and industry best deliverables through and from the development of technical knowledge.   

•    On small and mid-market accounts, the Senior AM is responsible for the overall client satisfaction and acts as the primary contact for client service items including matters related to plan design, escalated account issues and areas of financial significance. Manages client open items list and manages to resolution or escalates as necessary.   With the AE's input, the Senior AM defines and drives annual service calendar activities and leads service check-in calls. 
•    On large/complex accounts, the Senior Account Manager supports the AE with the strategic planning process.  Provides recommendations and insight based on level and skillset. On fully insured accounts, the Senior AM is able to run lead on evaluating utilization data and making recommendations for pre-renewal and stewardship planning. 
•    Project management of communication strategy including the accuracy of communication materials and assuring client regulatory compliance.  Defines communications strategy for plan year communications and makes recommendations on how to increase engagement through a long-term communication campaign.  Works closely with the AA and carriers to assist client executing the communication plan. 
•    With AA support, the SAM conducts annual commission reconciliations and escalates any discrepancies to the AE.  The Senior AM has insight on client factors that may impact billing and invoicing and will escalate issues to the AE.  With AA support, the SAM conducts annual commission reconciliations and escalates any discrepancies to the AE.  They are is able to make appropriate recommendations to assist in keeping a client profitable. 
•    Executes defined marketing strategy. Distributes RFP request to vendors.   Reviews and analyzes quotes from incumbent and alternative carriers, and conducts preliminary negotiations and market narrowing. Provides recommendations to Account Executive and producer and prepares renewal presentation for client meeting.  Works closely with financial and actuarial team on final projections and peer-reviewed financials. On accounts where the AM is the primary lead, The Senior AM presents the marketing results to the client, and may conduct final negotiations and collect documents with client's acceptance of the renewal strategy.  
•    Project manage renewal implementation. Defining the schedule for enrollment, and working with carriers and client to complete OE communication and education.  Supports education of client and client's employees on benefits programs and value proposition through Open Enrollment Presentation and Communications.  Supports new carrier relationships and act as an escalation point for issues during renewal implementation. Confirm  carriers and client are ready for the new plan year including payroll deductions, plan system configuration, enrollment data, ID cards and enrollment audits. 
•    Project manage new client onboarding leveraging standard checklists and tools. Document communications strategy, and enroll client in standard delivered programs or client add owns.  Oversee AA activities to ensure administrative set up for successful client management is completed 
•    Manages client financial reporting and claims analysis including providing the data to the client.  Understands complex funding arrangements and factors that drive plans costs. Works closely with financial and actuarial team as appropriate.  Assists AE with establishing key reporting metrics and coordinates internally to deliver the reporting. Consults with clients in this area. 
•    Planning and Organizing: Establishing an action plan for self and others to complete work efficiently and on time by setting priorities, establishing timelines, and leveraging resources.
•    Quality Orientation: Accomplishing tasks by considering all areas involved, no matter how detailed; showing concern for all aspects of the job; accurately checking processes and tasks; being watchful over a period of time. 
•    Building Customer Loyalty: Meeting and exceeding (internal or external) customer expectations while cultivating relationships that secure commitment and trust.
•    Initiating Action: Taking prompt action to accomplish work goals; taking action to achieve results beyond what is being required; being proactive. 
•    Adaptability: Maintaining effectiveness when experiencing major changes in work responsibilities or environment (e.g., people, processes, structure, or culture); adjusting effectively to change by exploring the benefits, trying new approaches, and collaborating with others to make the change successful.
•    Earning Trust: Gaining others’ confidence by acting with integrity and following through on commitments while disclosing own positions; treating others and their ideas with respect and supporting them in the face of challenge.
•    Stress Tolerance: Maintaining stable performance under pressure or opposition (e.g., experiencing time pressure, conflict, or job ambiguity); handling stress in a manner that is acceptable to others and to the organization
•    Decision Making: Identifying and understanding problems and opportunities by gathering, analyzing, and interpreting quantitative and qualitative information; choosing the best course of action by establishing clear decision criteria, generating and evaluating alternatives, and making timely decisions; taking action that is consistent with available facts and constraints and optimizes probable consequences.
•    Building Partnerships: Developing and leveraging relationships within and across work groups to achieve results.
•    Valuing Differences: Working effectively with individuals of diverse cultures, interpersonal styles, abilities, motivations, or backgrounds; seeks out and uses unique abilities, insights, and ideas from diverse individuals.
•    Delegation and Empowerment: Identifying and leveraging opportunities to accelerate results and build capability by assigning tasks and decision-making responsibilities to individuals or teams with clear boundaries, expectations, support, and follow-up.

Knowledge and Experience:
•    4+ years experience in client services in employee benefits consulting including servicing and placement of coverage. 
•    Bachelor's degree in a business-related program or equivalent education and/or experience in the insurance industry
•    Intermediate/ Advanced knowledge of group benefits in multiple product lines (e.g., medical, dental, life, AD&D, disability)
•    Advanced knowledge of different financial arrangements and products available to clients (e.g., fully insured, minimum premium, ASO) with increasing knowledge around self insure funding arrangements and concepts. 
•    Excellent relationships with insurance/carrier markets in assigned areas, or ability to develop same immediately
•    Intermediate negotiation skills related to marketing and placement of insurance products
•    A strong working knowledge of the changing vendor landscape including new entrants into the marketplace and cutting-edge products and solutions
•    Expert knowledge of federal and state legislation and legal issues related to the insurance industry
•    Ability to compile, analyze, and interpret complex financial information and data to facilitate decision making
•    Full proficiency in the use of Microsoft Word, Excel, and PowerPoint.
•    Intermediate presentations skills