Job Description
Job Description
All Boston Mutual employees who interact with our policyholders, our producers and our BML associates embrace the principles of our brand and service philosophy. We are all brand ambassadors. Both our words and our behaviors matter. We share a common service philosophy and pride ourselves in living the BML brand promises every day, one interaction at a time.
The following statements represent what Boston Mutual stands “FOR” – it is what makes us different and better in the market we serve.
- We are FOR being a progressive life insurance company dedicated to offering financial peace of mind to working Americans and their families.
- We are FOR providing practical and affordable products designed for those we serve.
- We are FOR making it easy to secure a level of financial protection with a portfolio of products – beginning with life insurance – via enrollment and billing options at the workplace.
- We are FOR providing a personalized customer experience to our policyholders and producers.
- We are FOR acting in the best interests of our policyholders, producers, employees and the communities in which we live and serve – representing the goodness of mutuality in all we do.
We do our best to:
- Demonstrate a desire to assist.
- Listen for understanding and respond empathetically.
- Explain things in a manner that is easy to understand.
- Be knowledgeable students of our business.
- Take full ownership to resolve questions and issues.
- Be professional, polite and courteous.
- Leave our customers and associates “better than where we found them.”
The Customer Success Manager position reports to the Director of Customer Success within the Customer Care and Operations Team. The Customer Success Manager is focused primarily on fostering a positive and successful experience with Boston Mutuals’ clients, defined as groups, individual policyholders and brokers, as they progress through the customer journey. This role will be responsible for analyzing client concerns and questions, escalating and facilitating issues to the appropriate teams. Conduct new customer calls and will hold client update calls as needed to resolution. The Customer Success Manager ensures timely resolutions while keeping the client informed of progress.
The Customer Success Manager is expected to:
- Act as the main point of contact for internal stakeholders requiring support or services from client-facing teams.
- Understand business unit needs and translate them into actionable requests for operations, sales, or service teams. Build trusted relationships with internal clients and maintain strong communication channels.
- Work cohesively with teams across the organization, acting as a consultative partner for our brokers, policyholders and key client contact.
- Possess the ability to think independently, analyze business decisions and use discretion to solve complex issues
- Provide proactive outreach to customers as needed
- Provide focus and attention to high profile clients or otherwise sensitive broker and policyholder issues
- Educate clients on Boston Mutual process and procedures
- Lead and participate in driving key business priorities
- Support organizational transformation initiatives
- Identify and implement improvements and efficiencies that improve the customer experience
- Negotiate buy-in from internal/external stakeholders on optimal issue resolution
- Follow up with internal business partners to ensure service levels are being met
- Research/manage client escalations and negotiate satisfactory problem resolution.
- Build and maintain a strong understanding of all Boston Mutual products, services, administrative and claim platforms in order to effectively consult with brokers, agents, enrollment partners and other key clients
- Assist in training new Customer Success Managers
- Manage routine and ad hoc projects as assigned by the Director of Customer Success
Qualifications
Education: Bachelor’s Degree Business Administration or equivalent work experience.
Experience: Minimum 3 years of equivalent work experience required; experience in the insurance industry preferred.
Knowledge Requirements:
- Excellent interpersonal skills and the ability to effectively build and extend relationships with diverse groups of people including producers, policyholders and employees.
- Demonstrated ability to work effectively under pressure and within a collaborative team oriented environment.
- Demonstrated proactive approaches to problem solving with a strong decision-making capacity; demonstrated ability to take initiative with a “can do” attitude.
- Strong organizational skills that reflect ability to perform and prioritize multiple tasks seamlessly with excellent attention to context, substance and detail.
- Ability to challenge the status quo and suggest more efficient processes.
- Excellent written verbal communication and presentation skills.
- Highly resourceful team player with the ability to also be self-directed and extremely effective independently.
- Shows initiative with the ability to create and implement changes that will improve workflow.
- Working knowledge of Boston Mutual Workplace Solutions or related insurance industry products, enrollment systems and administrative processes preferred.
- Exceptional skills using MS Office.
- Some travel and flexibility to work after hours may be required for this position.
Hybrid Work Model
At our Canton location, employees will be on site Monday - Thursday. At our Omaha location, employees will be on site 2 days per week.
Boston Mutual is an equal opportunity employer, and does not discriminate on the basis of race, color, age, religious creed, national origin, ancestry, sex, sexual orientation, gender identity, genetic information, disability, military service, veteran status, family status, pregnancy, or any other characteristic protected by federal or state laws. Boston Mutual is a drug-free workplace.
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