Client Relationship Manager
Sun Life U.S. is a leading provider of employee and government benefits, serving approximately 50 million Americans. They are seeking a Client Relationship Manager to oversee relationships and financial management for a portfolio of clients, focusing on building partnerships that drive growth and persistency.
Responsibilities
- Establish and maintain excellent working relationships with both internal and external partners
- Partner with ICs to ensure seamless implementations, proactively addressing questions and concerns
- Conduct consistent, proactive education and outreach communication with external partners
- Assess, clarify, and validate customer needs, proposing innovative solutions to address unique challenges
- Demonstrate success in negotiation, persuasion, and solutions-based service across departments
- Oversee issue resolution, identify root causes, and participate in creating solutions
- Manage the ongoing lifecycle and renewal process for your assigned block of business
- Handle escalated service issues from SLS, providing creative alternatives to enhance client experience
- Collaborate with Sun Life Financial personnel to meet client expectations and growth objectives
- Maintain in-depth knowledge of H&RS products, services, processes, and the self-insured competitive landscape
- Act as a liaison between the home office and the Distribution team
- Use Salesforce to manage business and document all relevant customer and broker activities
- Participate in developing CRM team processes, suggesting efficiency improvements using CI Tools
- Partner with CRE on projects representing the Client Success Organization
Skills
- Ability to work with a diverse range of people
- Exceptional communication skills and strong relationship-building abilities
- Proven success in negotiation, persuasion, and solutions-based service
- Strong record of effective customer service
- Excellent organizational and prioritization skills
- Ability to work in a fast-paced environment, managing multiple priorities
- Critical thinking skills and autonomous work capability
- Proficiency in Microsoft Office suite, especially Excel
- Experience with CRM tools, particularly Salesforce
- Strong presentation and interpersonal skills
- Effective listening and note-taking abilities
- Results-oriented mindset and superior collaboration skills
- Bachelor's degree and/or 1-3 years of Group, Stop Loss, and Self-Funded insurance experience
Benefits
- Generous vacation and sick time
- Market-leading paid family, parental and adoption leave
- Medical coverage
- Company paid life and AD&D insurance
- Disability programs
- Partially paid sabbatical program
- 401(k) employer match
- Stock purchase options
- Employer-funded retirement account
Company Overview