Job Details

Key Account Manager Houston TX

Company name
The Guardian Life Insurance Company of America

Houston, TX

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Description Position Summary Overall responsibility for managing 30-40 key planholder accounts (1000 lives) with objective of ensuring that customer satisfaction, persistency, growth, and profitability goals are achieved. Major responsibilities include building strong relationships with customers and brokers\/consultants. Candidate Responsibilities The Key Account Manager is the main contact for the customer ongoing relationship and escalated service. They are directly accountable, with the RGO and ASM, for customer satisfaction and enhancing the customer experience. The individual must work closely with their respective sales office to gain their buy-in for the account management strategy and position. A successful Key Account Manager demonstrates strong consulting\/leadership skills, deep product knowledge (including plan designs, funding, banking, etc.) with a high degree of operational effectiveness. The position must balance the needs of the customer with profitability. Incumbent must achieve required industry licensing within 90 days of date of hire and maintain license through completing Continuing Education requirements. Reporting Relationships This position reports to the Assistant Vice President, Financial Reporting & Analysis who, in turn, reports to the Vice President, Financial Reporting & Analysis. Functional Skills Reviews RFPs and actively participate with the Sales Rep in finalist presentations, to ensure that organizational and infrastructure capabilities are available, and provide expertise at presentations. Stays involved with the Implementation Manager throughout the implementation so there is a smooth transition to the KAM after implementation.\u00a0 Ensure case readiness, smooth implementation of issue and customer satisfaction. Coordinates renewal for assigned cases with sales & underwriting; communicates customers\u2019 needs, issues, risks, and opportunities; prepares and presents renewal to customer. Conducts re-enrollment meetings as needed, to retain inforce business. Identifies up-sell\/cross-sell opportunities on assigned accounts; provides lead to Sales Rep; collaborates on sale as needed, and implements, if sold. Generate sales Develop service strategy and documented plan on assigned accounts; act as escalation point for resolution of non-routine issues related to service performance, including; research to identify root cause, designing strategy to resolve issues, and managing to satisfactory resolution. Retain inforce business and generate up-sell opportunities. Understand customer business, issues, and needs through required proactive face-to-face customer visits and proactive phone contact; builds, maintains, and manages positive ongoing customer relationship at all decision. Attends client education meetings as needed Continual education of planholder on Guardian processes, policies, and procedures, including web-site services and navigation. Keep planholder and broker\/consultants appraised of product and service enhancements. Customer satisfaction. Ensure smooth transactions with underwriting and billing. Responsible for oversight, monitoring and compliance with any performance guarantees on assigned cases. Ensure compliance for customer satisfaction as well as protecting Guardian against non-compliance fees. Work closely with CRU, LGFS, and other internal departments to facilitate smooth operational functions. Must maintain thorough knowledge of all service activities associated with assigned clients. Must present complete understanding of all issues to group to ensure a seamless customer experience. Create a seamless customer experience Serve as Subject Matter Expert to RGOs on account capabilities, policies, and procedures. Keeps RGOs and Management aware of competitive activity within assigned accounts area. Ensure consistent and accurate information is communicated to clients. Provide opportunity for RGOs to stay ahead of the competition and retain business Identify internal processes, policies, procedures, or technology issues that may be adversely impacting customer satisfaction and work with Key Account Management to look for and implement solutions.\u00a0 Ensure continuous process improvement, which in turn ensures customer satisfaction for retention of business. Contribute to and participate in departmental and organization-wide projects and committees designed to enhance service, improve efficiency, and improve knowledge.\u00a0 Continually broaden expertise. Representation for RGO on committee\u00a0 Leadership Behaviors Continuously strives to provide superior products and customer service Expresses oneself in an open and honest manner Demonstrates self-awareness and embraces feedback Qualifications Position Qualifications Excellent communication and presentation skills Possess strong consultative skills Ability to build and maintain collaborative working relationships at all levels Solid knowledge of group insurance, products, contracts, and services Thorough knowledge of financing methodologies and strategies (fully insurance, alternate funded) Knowledge of underwriting principles and practices Education BA or BS degree Experience At least 3 years of group insurance experience Demonstrated success in dealing with brokers\/consultants Demonstrated success is dealing with sophisticated customers Proven account management experience Travel Up to 50% travel In addition to the start of a great career path, we offer our employees: Benefits Retirement and 401k Paid parental leave and backup family care Medical, dental, vision plans Life and disability insurance Vacation and Sick time Wellness discounts\u00a0 A work-life balance We recognize the importance of a work life balance. We promote healthy lifestyles and flexible work arrangements for our employees. The ability to work off campus We have team members in a number of regional and satellite offices across the country. Our career paths and technology support flexible work arrangements for many roles, whether it be in one office, from home, or a combination of different locations. Philanthropic Opportunities Social responsibility is part of our mission. It stems from our corporate values of putting people first, doing the right thing, and holding ourselves to high standards. As a company and as employees, we are engaged in a variety of initiatives such as volunteering within our local communities, educational alliances with colleges, focusing on sustainability, and promoting diversity and inclusion. Company Overview The Guardian Life Insurance Company of America\u00ae (Guardian), currently ranked #218 on the Fortune 500, is one of the largest mutual life insurers. As of December 31, 2016, Guardian reports $1.5 billion in operating income, $7.4 billion in capital, and $66.5 billion in assets under management. Guardian consistently scores high marks for financial strength from all four major credit rating agencies and enjoys a strong competitive position in its major businesses: life insurance, disability income insurance, annuities, investments, dental and vision insurance and employee benefits. As a mutual company founded over 150 years ago, Guardian is owned by its policyholders. The company has paid dividends to policyholders every year since 1868 and the Company\u2019s 8,800 employees and 2,750 financial representatives are aligned with its mission to help individuals, families, and small businesses achieve financial security and protection. Guardian states its aspiration in the following way: \u201cTo be the trusted mutual partner, delivering financial security how, when, and where our clients prefer.\u201d Guardian is an equal opportunity employer. All qualified applicants will be considered for employment without regard to age, race, color, creed, religion, sex, affectional or sexual orientation, national origin, ancestry, marital status, disability, military or veteran status, or any other classification protected by applicable law.

Company info

The Guardian Life Insurance Company of America
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Company Profile
Keeping Our Promises At Guardian, we know that promises matter. We’ve been keeping ours for over 150 years. We’ve maintained our financial strength for more than a century and a half, despite the countless ups and downs of the economy, so we can meet our future obligations to the people and businesses that put their trust in us. See how our strength, vision, and values make Guardian a company you can rely on.

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