Implementation Account Manager

Job Summary:
Under moderate supervision, the Business Solutions Implementation Manager II is responsible for managing the onboarding of legal plan and identity theft protection benefit programs selected by large customers/employers. This position is accountable for customer satisfaction and quality execution of stated tasks throughout the process.

Responsibilities:
Scope of the Role 
The Business Solutions Implementation Manager II will have the ability to communicate effectively, collaborate with internal and external contacts, meet deadlines, organization and time management, and the ability to maintain autonomy while working on projects and duties.  

Performance Outcomes 

Implementation Management  

Onboarding new clients 

Develop implementation schedules and timelines 

Prepare meeting presentations and document deliverables 

Provide frequent status and progress reports through detailed project planning tools 

Partner with customer to develop and implement employee communication strategy 

Ensure appropriate and accurate system and contractual set-up  

Participate in sales presentations when necessary  

Review enrollment, payment history, and billing invoices to provide support to LegalShield groups, Associates, and group members  

Review various reports to ensure group accounts are up to date  

Handle inquiries received by phone, fax, email, or mail  

Should be able to handle sensitive group accounts and be able to prioritize  

Provide support to internal departments regarding group inquiries  

Build and maintain relationships with client and brokers 

Customer Support  

Understand customer demands and expectations and meet these in a timely manner, always addressing any challenges or concerns the customer or associate may have regarding group business   

Lead internal and external meetings 

Answer incoming calls, make outgoing calls to investigate and correct errors   

Stands as the point of contact for the clients and brokers 

Other duties as assigned by leadership    

Education, Knowledge, and Experience 

College Degree or extensive LegalShield knowledge, Preferred 

0-1+ years prior experience working in customer service 

Employee Benefits and industry knowledge 

Proficient in Word, Excel, and PowerPoint 

Strong written and verbal communication 

Excellent listening, negotiation, and presentation abilities 

Adaptable and organized with ability to build rapport with customers   

Requires an ability to handle multiple deadlines, provide a detailed-oriented, and analytical approach to daily duties and relationship building with a high degree of confidentiality.  

An ability to handle multiple deadlines, while working independently and maintaining a high degree of attention to detail, organization, accuracy, and sense of urgency.   

Requires an individual with a positive professional attitude who can work as a part of a team or individually.  

Critical thinking and problem-solving skills   

Proactive approach with a passion for service and an ability to thrive in a results driven environment 

Requires the ability to work under pressure and quickly adapt to change 

FLSA Status 

Exempt

Physical Requirements/ Work Environment  

The work environment characteristics and physical demands described here are representative of these an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

The duties of this position are performed in a professional office environment. Employee routinely uses standard office equipment such as computers, phones, photocopiers, and filing cabinets. While performing the duties of this job, the employee is regularly required to use hands and fingers to handle, feel, or operate objects, tools, or controls, and reach with hands and arms.

The employee is frequently required to sit, stand, talk and hear. Employee can work at the computer or other sedentary tasks for extended periods. Employee can conduct duties discreetly and impartially.

Employee has regular and predictable attendance and punctuality with the ability to work on critical business days as deemed necessary, including some evenings and weekends to ensure all business is processed. May be required to travel by airplane or car for day or overnight travel up to 5% of the time.  

Additional Information:

Location:
Remote Job Posting

Department:
9342 Business Solutions-Broker Services

Time Type:
Full time

Commitment to Equal Opportunity
PPLSI conforms to all the laws, statutes, and regulations concerning equal employment opportunities.  We strongly encourage women, minorities, individuals with disabilities and veterans to apply to all of our job openings.  We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, status as a protected veteran, and basis of disability or any other federal, state or local protected class.  We prohibit retaliation against individuals who bring forth any concerns, orally or in writing, to the employer or the government, or against any individuals who assist or participate in the investigation of any concerns or otherwise oppose discrimination.

If you require a reasonable accommodation to complete the application process, please contact Human Resources at: humanresources@legalshieldcorp.com.