Job Details
Overview:
This role will have limited client interaction and will be responsible for the tactical/operational work associated with incentive programs for assigned Consultative Account Managers. As a CAM Support team member, you will be responsible for maintaining close relationships with your assigned CAMs, ensuring client satisfaction by maintaining high standards of service through case management, and meeting our rigorous standards for client health and retention. The role requires a proactive individual who is detail-oriented, an effective communicator, and committed to excellence. This position reports to a Manager of Client Services and has less than 5% travel time.
Responsibilities:
Case Management:
- Provide accurate and timely responses to CAM/client requests.
- Arrange and deliver ad-hoc reporting as needed.
- Attend CAM calls and client-related internal meetings as needed.
- Responsible for documenting processes and recurring needs for clients
- Assist with pulling data in preparation for business reviews. Deliver updated deck in timely manner to allow Sales and CAMs to review, provide feedback, and for them to send to clients within 48-72 hours prior to BR.
- Know the company history, products, and services.
Client Health Management:
- Ensure all criteria for achieving 99% client health are met or exceeded.
- Demonstrate exceptional performance and high client satisfaction.
Client Retention:
- Achieve a client retention rate of 98% or higher through effective implementation of necessary actions and strategies.
- Indicate high client satisfaction and loyalty.
Client Satisfaction:
- Achieve a VOC (NPS) score of 35 or higher with a minimum client response rate of 21%.
- Indicate exceptional client satisfaction and engagement.
Standards of Excellence:
- Consistently adhere to standards of excellence documentation and RACI guidelines in all activities.
Data Integrity:
- Assist with updating partern guides bi-annually and at any time there are changes and/or updates needed.
- Adhere to Quality Assurance protocols.
- Assist with Monitoring Daily Dashboards and Reporting
Issue Tracking and Resolution:
- Work cases via SNOW withing established SLAs
- Ensure efficient issue tracking, utilization of available resources, and timely resolution.
Client Escalations:
- Address all P2 client escalations within 24 hours and include managerial involvement.
- Assist with incident recap within 1 week of occurrence or sooner if directed.
Team Engagement:
- Always engage in team/department calls and consistently appear on camera.
- Contribute actively to discussions.
- Regular calls/check-ins with CAMs; weekly cadence at minimum. Agenda sent no later than 1 hour prior to the meeting.
Advocacy and Accountability:
- Hold cross-functional teams accountable.
- Effectively advocate for clients' needs and requirements.
Continuous Learning:
- Consistently engage and participate in Playvox, LinkedIn Learning, and Elevate sessions.
Meeting Preparedness:
- Always be on time, prepared, and ready to contribute to discussions.
Qualifications:
- Proficient in MS Outlook, Word, Excel, and PowerPoint
- Excellent written and verbal communication skills; organizational skills
- Demonstrate initiative and ability to make decisions
- Problem solving, analytical and critical thinking skills
- Proven presentation skills
- Ability to influence cross-functionally
- Ability to work in a fast-paced, team-oriented work environment
- Background and working knowledge in the following BHN Systems and processes a plus: Hawk Marketplace, Redeem, Synergy, Qlik, Quickbase (Program HQ), CSM Workspace, Quickcare, For Digital/FI positions, familiarity with BOSS, Commission schedules, & customer services skills preferred.