MetLife

The Role

Account Managers are a key role in the Regional Business service delivery model. The role is a single point of contact for Brokers and provides key support functions across our different Regional Market customer segments, as well as support our sales partners with internal and external pre- and post-sale activities associated with the acquisition of new business and maintaining existing customer relationships.

Key Responsibilities

• Manage and grow an assigned book of business (2–5K lives) by serving as the single point of accountability for broker and client service delivery, issue resolution, escalations, compliance, BOR changes, and overall customer satisfaction. 
• Build and maintain strong broker and client relationships through consultative engagement, in‑person and virtual meetings, stewardship, renewals, finalist presentations, and implementation support in partnership with Account Executives, Client Service Consultants, and Underwriting. 
• Coordinate cross‑functional delivery and execution by leading regular internal partner calls, ensuring service commitments are met, and aligning stakeholders to support renewals, profitability, persistency, and client needs. 
• Drive growth and retention initiatives by identifying cross‑sell, re‑enrollment, and plan change opportunities; executing targeted marketing and education campaigns; and staying informed of customer business changes (e.g., acquisitions, layoffs, budget impacts). 
• Track, analyze, and present performance insights by monitoring service results, developing recommendations for improvement, presenting outcomes at broker stewardship meetings, and maintaining accurate account documentation and plans in Salesforce.

Required Qualifications

• 3+ years’ related experience, such as account management or customer service working in a fast paced, complex environment
• Strong group benefits product knowledge and possess knowledge of plan designs, benefit features and how claims are paid.
• Proactive customer focused mindset with strong focus on customer satisfaction and obtaining results
• Proven ability in building relationships both internally and externally with people at all levels of the organization
• Ability to analyze data to influence and execute on renewal decisions
• Excellent presentation skills, oral and written communication skills
• Attention to detail with critical thinking and problem-solving skills to deliver client focused solutions
• Strong commitment to meeting metrics 
• Proficient computer navigation skills and ability to work in multiple systems simultaneously (Microsoft suite, different company platforms)
• High School Diploma
• Must already hold or be able to obtain State Life, Accident and Health license within 90 days of hire date
• Regular travel in local market (10% - 20%)

Preferred Qualifications

• Bachelor’s degree in related field
• Proficient experience using Salesforce
• 5+ years related account management or customer service experience in the insurance industry
• Strong understanding of industry marketplace and legal developments
• Strong focus on customer satisfaction and obtaining results