Customer Experience Manager
About the role
About Bennie
Bennie is an employee benefits services and technology firm that helps companies create a healthier workplace. Bennie provides services and technology that are beyond what growing companies typically receive, yet exactly what they need.
Bennie has built the ultimate benefits platform that connects disparate systems across the benefits supply chain to deliver a complete experience for employees, employers, and partners. Bennie’s technology, benefit plans, and service model are designed to enable employers and their employees to experience best-in-class outcomes that reduce overall health plan costs. Bennie’s team members use the platform and its data to supplement their market knowledge and bring innovative solutions to Bennie’s customers.
Core Values at Bennie
As an organization, we value our team members who are Optimistic, Accountable, Thoughtful, and Healthy. We believe these values, known as our O.A.T.H., are essential for our collective success. The ideal candidate for this role will embody these values by:
- Maintaining a positive attitude throughout our journey of building our company.
- Being responsible for the quality of their work and for meeting their goals.
- Respecting our differences and looking out for one another.
- Believing in living complete lives that balance our work and personal time.
About the Role
The Customer Experience Manager (CEM) is responsible for driving customer satisfaction and retention by leading and delivering an exceptional service experience for an assigned book of business. The CEM serves as the primary service relationship owner for assigned customers, while providing support in the development and delivery of key benefit strategies, and helping to develop and maintain relationships with customers and external partners.
Reporting to: Principal Benefits Consultant
Who You Are
The ideal candidate should have experience working in benefits consulting and supporting a book of business, and engaging with insurance carriers and vendors to ensure effective execution on behalf of the customer. The ideal candidate should possess exceptional analytical, communication, and relationship building skills; and is excited to join a fast-growing benefits brokerage and work with senior team members to help deliver exceptional consulting service and experience to Bennie’s customers.
The CEM should exhibit the six core attributes of the Bennie 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, Bennie’s customers, and Bennie’s business.
- Bring relentless intensity to the creation of value.
- Work collaboratively with customers, colleagues, and partners.
Responsibilities include
- Lead and manage the service relationship and strategy for assigned customers, ensuring the delivery of high-quality service experiences.