Trustmark

Customer Success Manager

Trustmark

full-time

Posted on:

Location Type: Hybrid

Location: Lake Forest • Illinois • United States

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Salary

💰 $81,274 - $117,396 per year

About the role

  • Serves as the dedicated, single point of contact for assigned key top producer accounts
  • Works with key producers to ensure they are receiving the tools and support needed to achieve their goals
  • Provides proactive management of producer relationships post-implementation, ensuring their clients are getting the most out of Trustmark’s products and services
  • Responsible and accountable for escalated service levels (SLAs), Customer Satisfaction, Effort and NPS scores for their defined accounts
  • Serve as the named single point of contact for assigned relationships for all post implementation service requests and issues
  • Review responses from Subject Matter Experts to ensure completeness and accuracy before sending response to external relationship
  • Triage inquiries/issues completely in order to fully understand the inquiry, from the producer, and to involve the correct Subject Matter Experts in order to quickly and effectively resolve the item
  • Accountable for timely resolution of escalated/complex issues
  • Involve appropriate level of management to assist on multi-departmental issues
  • Responsible and accountable for tracking, reporting and achieving Service Level goals for their assigned relationships
  • Make recommendations that will improve the service results
  • Overall accountability for effective completion and management of all service requests for identified accounts
  • On a continuing basis – meet with and provide open and candid feedback to internal Trustmark managers and associates related to areas of improvement and success stories
  • Analyze incoming service requests to identify trends and to anticipate and/or resolve ongoing issues
  • When service related trends are identified, conduct ad hoc or formal training with internal and external associates to optimize the producer successes going forward
  • Develop and communicate service report card for assigned relationships for assigned producers that is shared with Trustmark senior leadership and used to drive innovation and improvement
  • Responsible for quarterly reviews with key producers to discuss service metrics and overall service relationship health
  • Responsible and accountable for Customer Effort, Satisfaction and Net Promoter Scores for assigned relationships
  • Drive process improvement and innovation across the organization to improve overall service efficiencies and effectiveness of all teams
  • Other duties as needed/assigned.

Requirements

  • Bachelor’s degree in business related area or 5+ years’ experience in the insurance or voluntary/worksite fields
  • Ability to travel up to 20%, including some weekend travel
  • Proficient in MS suite of products and Outlook
  • Interpersonal effectiveness with proven ability to establish and maintain mutually respectful relationships with peers, support staff, sales team, agents/brokers and customers; handle conflict, resolve complex issues, negotiate and promote team spirit
  • Demonstrated high level proficiency in the following areas: Collaborating on and influencing outcomes through others with or without direct reporting authority at all levels throughout an organization, up to C-Level both internally and externally
  • Aligning organizational resources to meet customer needs
  • Resolving complex issues think creatively and negotiating beneficial outcomes.
  • Excellent oral/written communication skills and strong presentation skills
  • Exceptional organizational skills, adept at handling multiple tasks simultaneously, committed to follow through and completing tasks in a timely manner.
  • Demonstrated knowledge and proficiency in customer-facing communication methods and techniques.
  • Ability to recognize and act on opportunities to enhance/ strengthen the customer relationship.
Benefits
  • Health/dental/vision
  • Life insurance
  • FSA and HSA
  • 401(k) plan
  • Employee Assistant Program
  • Back-up Care for Children, Adults and Elders
  • Health and wellness initiatives
  • Wellness program
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
customer satisfactionservice level agreementsissue resolutiontrend analysisprocess improvementtraining developmentreportingnegotiationconflict resolutionrelationship management
Soft Skills
interpersonal effectivenesscommunication skillsorganizational skillscollaborationinfluencing outcomesproblem-solvingcreativityteam spirittime managementfeedback provision