Senior Customer Experience Manager, Enteprise

The role

You will drive customer satisfaction and retention for an assigned book of enterprise customers (about 500+ lives). You will be the main day-to-day service contact and work with Enterprise Benefits Consultants on benefit strategies and renewals.

What you will do

• Lead the day-to-day service relationship and strategy for assigned enterprise customers (about 500+ lives).
• Own and drive the annual customer account plan and service calendar.
• Support consulting deliverables such as renewal decks, stewardship reports, RFP exhibits and vendor assessments.
• Lead customer open enrollment strategy, readiness and presentations.
• Support strategic initiatives such as self-funding transitions, compliance roadmaps and administrative system setups.
• Keep customers informed on industry trends, best practices and regulatory changes.
• Collaborate with sales, data operations and product teams on business development and operational improvements.
• Manage complex customer escalations, carrier billing reconciliations, eligibility audits and contract implementations.
• Project-manage customer onboarding onto Bennie's platform with Enterprise Consultants.

Required qualifications

• 4+ years of account management experience supporting a benefit consulting team and an enterprise or large-group book of business (about 500+ lives).
• Experience with fully insured and self-funded medical benefits programs and most ancillary lines of coverage.
• Active Life & Health Producer's License.
• Executive presence and strong presentation skills for senior HR leaders and benefit directors.
• Proficiency with AI productivity tools.
• Strong proficiency in MS Excel, Word and PowerPoint.

Nice to have

• Experience with HR/Benefits technology platforms such as Workday, UKG, ADP, Businessolver, PlanSource or Benefitfocus.
• Professional designations such as CEBS, GBA, PHR or SHRM-CP.
• Prior experience in a high-growth consulting or tech-forward brokerage environment.

Benefits

• Medical, dental and vision coverage.
• HSA, FSA, HRA, life insurance, disability insurance and Employee Assistance Program.
• Flexible vacation policy and paid company holidays.
• Paid parental and bonding leave.
• Stock options for all full-time employees.
• $1,000 remote work stipend.
• Employee referral bonus program.
• Wellness benefits: Headspace, Wellhub, Rocket Lawyer, One Medical membership, Kindbody.
• Financial education with Betterment.

Before you apply

• Must be based in the U.S.

About the company

Bennie is an employee benefits services and technology firm that helps companies create a healthier workplace. It is remote-first with employees across the U.S.