Experienced Customer Experience Manager – Driving Exceptional Service and Retention for a Growing Employee Benefits Broker and Platform at blithequark

Welcome to blithequark

blithequark is an innovative employee benefits broker and platform dedicated to creating healthier workplaces. We provide cutting-edge technology and services that cater to the unique needs of growing companies, focusing on delivering a complete experience for employees, employers, and partners. Our mission is to build the ultimate benefits platform by connecting disparate systems across the benefits supply chain, with the employee's needs at the forefront. Founded in 2019 and headquartered in Stamford, CT, blithequark is a remote-first company with offices in New York, NY, and Denver, CO.

About the Role

We are seeking an experienced Customer Experience Manager (CEM) to join our team at blithequark. As a CEM, you will be responsible for driving customer satisfaction and retention by leading and delivering exceptional service experiences for an assigned book of business. You will serve as the primary service relationship owner for assigned customers, providing support in the development and delivery of key benefit strategies, and helping to develop and maintain relationships with customers and external partners.

Key Responsibilities

• Lead and manage the service relationship and strategy for assigned customers, ensuring the delivery of high-quality service experiences and customer satisfaction.
• Support execution of the annual customer account plan for all assigned customers.
• Collaborate with the consulting delivery team to support the creation and development of key consulting deliverables.
• Lead customer open enrollment presentations.
• Work with cross-functional teams to identify and support business development and operational improvement opportunities.
• Stay updated on industry trends, best practices, and regulatory changes, and support education and enablement of customers regarding these developments.
• Maintain strong relationships with all customers, strategic partners, and internal blithequark collaborators.

Essential Qualifications

To be successful in this role, you should possess:

• 3 years of benefit account management experience supporting a benefit consulting team.
• Bachelor's degree or equivalent experience.
• Life & Health Producer's License.
• Working knowledge of MS Excel, Word, and PowerPoint.

Preferred Qualifications

While not required, the following qualifications are highly desirable:

• Experience working with today's leading HR/Benefits technology platforms.
• Experience in both large- and small-group benefits consulting.

Skills and Competencies

To excel in this role, you should possess exceptional analytical, communication, and relationship-building skills. You should also exhibit the six core attributes of the blithequark consulting team:

• Possess a growth mindset to drive the business upward and forward.
• Take a proactive approach to value creation and delivery for customers, colleagues, and partners.
• Seize the consultative opportunity in every interaction with customers, colleagues, and partners.
• Maintain a curiosity about the industry, blithequark's customers, and blithequark's business.
• Bring relentless intensity to the creation of value.
• Work collaboratively with customers, colleagues, and partners.

Career Growth Opportunities and Learning Benefits

At blithequark, we are committed to the growth and development of our team members. As a CEM, you will have opportunities to:

• Develop your skills and expertise in benefits consulting and account management.
• Work with a talented team of professionals who are passionate about delivering exceptional customer experiences.
• Contribute to the development and implementation of strategic initiatives that drive business growth and improvement.
• Stay up-to-date with industry trends, best practices, and regulatory changes through ongoing education and training.

Work Environment and Company Culture

blithequark is a remote-first company that values flexibility, collaboration, and innovation. Our company culture is built on the principles of:

• Teamwork: We believe that collaboration and teamwork are essential to delivering exceptional customer experiences.
• Innovation: We encourage creativity, experimentation, and innovation in everything we do.
• Customer-centricity: We are dedicated to understanding and meeting the needs of our customers.
• Continuous learning: We believe in ongoing education and training to stay ahead of industry trends and best practices.

Compensation, Perks, and Benefits

We offer a competitive salary range for this position, from USD80,000 to USD90,000 + 10% bonus annually, commensurate with experience and qualifications. In addition to salary, we provide a comprehensive benefits package, including:

• Flexible PTO
• Health insurance
• Retirement plans
• Option to work in a remote environment

Conclusion

If you are a motivated and experienced customer experience professional looking to join a dynamic and innovative company, we encourage you to apply for this exciting opportunity at blithequark. As a CEM, you will play a critical role in driving customer satisfaction and retention, while contributing to the growth and development of our business. Don't miss this chance to join our team and help us build the ultimate benefits platform for employees, employers, and partners.

blithequark is an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate based upon race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected class.