Sr. Account Consultant

Overview

JOB TITLE: Senior Benefits Account Consultant

JOB TYPE: FLSA Exempt

Teamwork

Oversees and manages MMA resources in the delivery of benchmark service to clients. Generally, this position is a very experienced individual contributor who manages 4-5 very complex accounts. This position is matrixed to a specific Producer or Producers under whose book of business the Sr. Account Consultant is fully responsible and accountable for the total management of specific clients and/or is the primary resource to specific account managers on others.

Customer Service

• Responsible for all strategies and actions leading to overall customer satisfaction and ongoing client retention.
• Oversee and manage and execute the delivery of client calendar/timeline milestones, typically with matrixed support by Account Management Team members.
• Regular meetings and other communication with appropriate client contacts to assess, maintain, and improve customer satisfaction.
• Monitor and manage the quality of service delivered to the client by MMA team members and carriers/vendors.
• Monitor, manage, and facilitate the resolution by carriers/TPAs/vendors and MMA team members of escalated service issues.
• Participate in and contribute to the RFP process and finalist presentations in order to win new business and retain existing clients.
• Ensure adherence to and completion of Agency workflow/timeline checklists that set minimum service requirements for MMA clients.
• Consult with clients and make strategic plan design recommendations based on valid client data and information. Plan design recommendations that align with clients’ business strategy, culture, and priorities and should focus on trend management.
• Maintain knowledge and command of carrier/vendor products and services and effectively deliver appropriate carrier/TPA recommendations and product and service solutions to clients.
• Maintain knowledge and command of MMS services, resources and capabilities, and leverage them appropriately on behalf of clients.
• Consult with clients and deliver appropriate funding arrangement recommendations based on client priorities and needs. Includes recommendations on stop-loss providers, contracts and financial elements for self-funded clients.
• Presentation of financial/risk management reports providing data and information pertinent to risk management, plan design recommendations, products/services recommendations, renewal projections/planning, budget planning, etc.
• Mastery level knowledge and command of iCAF capabilities and services and Milliman capabilities and services.
• Developing, maintaining and expanding business relationships with key client decision makers and senior leaders, often C-suite level.
• Developing, maintaining and expanding relationships with key HR/Benefits team members.

Technical Expertise

• Regularly present and review plan performance reports and renewal projections.
• Mastery level knowledge and command of all EB capabilities and services.
• Conduct pre-renewal planning meetings.
• Consult with clients and make recommendations for renewal strategies.
• Works with the Account Executive to manage renewal bid/RFP strategy and process (Workflow Timeline compliance is the Account Executive’s responsibility).
• Deliver renewal presentations.
• Manage ongoing carrier/TPA/Vendor renewal negotiations on clients’ behalf.
• Deliver final renewal recommendations to clients.
• Make recommendations for additional products/services and for expanding broker/consultant services.
• Manage and monitor revenue levels on all clients and work with Producers to develop strategies and actions for negotiation of commissions/fees.
• Work with Account Executive &/or may work with clients to complete renewals and transition into installation/implementation process.
• Monitor, manage and lead the Account Team as they manage/coordinate the implementation, installation and enrollment process and activities.
• Monitor and manage carrier/TPA/vendor implementation, installation, and enrollment activities.

Marketing

• Participate in MMA marketing activities and events.
• Represent MMA at conferences, meetings, councils, community events.
• Participate in and contribute to RFP process and…