Director, Client Account Manager
Location
Topeka, KS | United States
Job description
FutureProof Your Career – Come Join SE2 as the Director, Client Account Manager
As the Director, Client Account Manager you are responsible for driving SE2’s clients and their end customers overall experience. Success will be measured by the level of client satisfaction, strategic and tactical leadership, oversight and optimizing client support to the agreed upon strategies and plans. The primary focus of the role will be to be a strong advocate for the client within SE2, and to represent a consolidated view of SE2 within the client organization. This role will also represent a consolidated view of the client within the SE2 organization. This role will be central in defining new metrics and implementing in partnership with the delivery management team. You would develop relationships with key client executives and decisions makers, be a strong business and SE2 advisor to them, work on building their trust and confidence to successfully accomplish client goals while presenting a full view of SE2’s services, products and technology for the clients to leverage.
The role requires significant oversight, planning, and consultative skills; all leveraged in interfacing with some of the most senior decision makers in our client organizations. This role is enabled by all SE2 functions including and not limited to Business Operations and Services, Technology and Delivery Services, Finance and SE2 executive leadership, forming a single point of client ownership and accountability.
Duties and Responsibilities: This role will become an extended part of our client’s leadership team including responsibility for client joint governance and prioritization.
- Ensure SE2 business commitments and priorities are met, and any roadblock or contentions are addressed and resolved timely to the satisfaction of client. Ensure functional organizations are clear about lines of responsibility and authority
- This role owns and is accountable for the Client within the SE2 framework including project delivery, day to day operations, service delivery and financial management
- The Client Partner will work closely with the SE2 internal teams to represent and communicate frequently the end-to-end customer experience and will work with internal teams to help achieve client objectives and, at the same time, work with the client to identify what SE2 would need to ensure that it is able to appropriately service the client’s outlined business requirements and objectives
- Enable SE2 offerings and capabilities by introducing client to opportunities based on holistic and comprehensive understanding of client’s needs/goals. Be the funnel and source for client input to influence SE2 technology and servicing capabilities roadmap as well as SE2 investments.
- Coordinate with client on new Industry/Regulatory changes and go to market strategies
- Design and implement the dedicated core team for client organization in partnership with vertical managers. Lead this team on a daily basis and ensure they are seen as an extension of the client team interfacing with SE2
- Define and execute our account management strategy promoting a one-SE2 mindset across the organization with assigned client accounts, seamlessly interface and gain the trust of at all levels and collaborate and lead the internal SE2 teams through solutioning, implementation, execution and overall client satisfaction
- Build long-term strategic partnerships focused on driving ROI for our clients and identify a clear path and execution approach to deliver an exceptional level of client experience to their customers. Ensure client satisfaction metrics are designed and implemented
- Identify additional client pull-through business opportunities as part of account management strategy
- Establish key client scorecard, supported by the Vertical Owners, to track internal/external key performance metrics for client accounts
- Collaborate with the SE2 senior management team to develop a strategic and tactical plan to ensure that we meet our financial goals at an aggregate relationship level across all the services performed for the client
- Work with Vertical Owners to be responsive and support client requests for change, and support client needs in a timely, accurate and professional manner. This includes leading a strategic planning session with all internal constituents to ensure their understanding of how SE2 can meet client needs.
- Maintain professional internal and external relationships that reflect the Core Values of SE2, which include ARTIC (Being “Accountable”, “Responsive”, “Transparent”, “Innovative” and “Collaborative”)
Qualifications: - Bachelor’s degree in in technology, business, finance, accounting or equivalent relevant work experience
- Minimum of 10 years’ experience in relationship management, consulting, strategic advisory or other types of leadership roles, interacting with all levels within a client organization
- Life insurance industry understanding especially Annuities preferred
- Industry certifications a plus
- Strong Technology-related skills / tech savvy (i.e. technical aspects of platforms and other Digital strategies)
- Strong analytical skills with the ability to synthesize, organize, analyze and present data in an understandable manner
- Strong empathy for an understanding of clients, their businesses including the impact on their businesses (distributors and contract holders), in parallel with the ability to fold SE2 Service and Offerings benefiting the client
- Outstanding team player with a client relationship and a strategic partner mindset to interact effectively with technical and non-technical clients
- Excellent verbal and written communication skills with the ability to clearly present ideas, points of views, updates, recommendation and results. Excellent negotiations and conflict management skills
- Proven problem solving, critical reasoning, and influencing skills; ability to quickly grasp a range of complex business issues to develop recommendations and solutions to address these issues
- Demonstrate excellent presentation skills to facilitate effective orientations & presentations (in person or live online delivery)
- Demonstrate responsiveness to client escalations, excellent time management, prioritization, organizational skills
- Demonstrate strong relationship building skills both internally and with clients, ability to work across dispersed teams in a virtual workforce
- Diplomacy skills including the ability to broker and achieve reasonable compromise
- Demonstrate strong goal orientation
- Extremely organized with exceptional follow through
- Self-starter with a high energy level, commitment to excellence, and a diligent work ethic
- Strong ability to lead employees in a matrix environment
- Ability to travel a minimum of 25%, and up to 50% depending on client situations
SE2, an Eldridge Industries business, is a leader in technology-driven third-party administration services for the U.S. life and annuity insurance industry. Come join a recognized leader in third-party administration and experience a global, fast paced, fun and rewarding work environment. We offer excellent career progression and competitive compensation and great benefits, including health/dental insurance, parental leave, profit sharing, 401(k), incentive/bonus opportunity and tuition reimbursement. Visit our website at for more information. Apply by completing the online application on the careers section of our website. EOE.
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