MetLife

Role Value Proposition

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 in maintaining existing customer relationships.

Key Responsibilities

• Lead a team of Account Managers who are directly aligned to assigned to broker’s book of business for 2-5K lives
• Manage the Regional Account Management team that manages, maintains and upsells to existing broker relationships.
• Create plans to grow and retain accounts and set goals for the account management team.
• Build and maintain relationships with brokers and identify new business opportunities, in coordination with aligned sales partners
• Lead interactions with most strategic Brokers.
• Maintain a deep understanding of Broker needs and develop tactics that will deliver the most appropriate products and services.
• Proactively oversees a team of account managers that anticipate and solves problems for Brokers.
• Facilitates targeted action plans to resolve complex issue ensuring prompt resolution and maintain broker satisfaction.
• Establish processes for collecting and monitoring on account health and resolve issues to maintain Broker satisfaction.
• Partners with cross functional teams to recommend and implement improvements to products and services.
• Accountable for overseeing renewals for aligned book of business and ensure proactive and productive stewardship activity across the block
• Provide regular status updates to Sr. level sales and service leadership on account performance.
• Attract, retain, develop and manage account managers and provide guidance and mentorship.

Required Experience and Skills

• 8+ years of progressive account management or customer service experience
• 8+ years of relevant industry/product experience in group benefits
• 7+ years’ experience in managing a team and holding team accountable to meeting metric and delivering for customers
• Experience developing and implementing broker strategies that increases retention and growth
• Strong financial acumen to analytics and forecast account performance
• Proven ability to build client relationships
• Advanced negotiation and conflict resolution skills.
• Ability to work autonomously; effectively handle multiple tasks, prioritize deadlines appropriately and remain flexible
• Comfortable adapting to ambiguity and changing priorities
• Excellent presentation skills, oral and written communication skills to present complex ideas, solutions and negotiate contracts.
• Must already hold or be able to obtain State Life, Accident and Health license within 90 days of date of hire
• Bachelor’s degree in related field

Preferred Experience and Skills

• 10+ years of progressive account management or customer service experience.
• 10+ years’ experience in managing a team and holding team accountable to meeting metric and delivering for customers
• Deep understanding of industry trends and market dynamics
• Strong experience using Salesforce