Job: Client Relationship Manager

Jobing Description

We are seeking highly qualified Client Relationship Managers. In this role, you will be responsible for managing assigned broker clients from Ebix s existing and growing customer base, ensuring the highest level of client satisfaction and retention. You must have extensive knowledge and be a subject matter expert in human resources and benefits to support clients, strategically collaborate with clients, and build long-term client relationships. As a client s central point of contact, your mission is to provide best of breed" customer support and industry guidance; be an asset for your clients when defining their Employer strategies with Ebix products; and maintain 90+% client retention rates.

Responsibilities:
* Cultivate and build successful relationships with a client s senior management and other stakeholders ( Ebix champions") to enhance and solidify Ebix. s position and rapport within their organization.
* Be the main point of contact for day-to-day operations and support for assigned client accounts.
* Proactively identify client risks or opportunities and be on point" with internal resources to effectively respond to a client s needs or drive to a client solution.
* Employ a consultative and solution-based approach to identify and articulate the alignment of the Ebix. value proposition and product solution with each client s strategic goals and objectives.
* Evaluate a client s entire book of business, technology resources, and market strategy; prepare monthly, quarterly, and annual client account plans to department management that are tailored to client needs.
* Provide status updates on assigned accounts, regularly monitoring overall account health, project status, opportunities, and risks
* Conduct product demonstrations, training, and presentations to expand Ebix product implementations and utilization within a client organization.
* Manage annual product renewals with focus on revenue retention.
* Generate up-sell leads that penetrate client accounts at all levels and channels.
* Build and maintain a deep knowledge of Ebix s products and their capabilities versus the strengths/weaknesses of the competition.
* Be the client advocate and advise department management on matters on the best interest of the client or territory region.
* Facilitate client participation with Product Management initiatives, including advisory groups, focus groups, and message boards.
* Build and reinforce interdepartmental relationships by driving excellence in communication.
Requirements
* Demonstrated ability to engage in high-touch," expertise-driven client interactions in the employer and benefits market space.
* Exceptional client-service orientation.
* Excellent presentation and consultative skills.
* Strong interpersonal and communication skills.
* Ability to work successfully at both a strategic and tactical level with clients and senior management.
* Self-starter with proven organization skills and ability to multitask.
* History of achieving and exceeding assigned goals.
* Strong critical thinking, problem identification and solving ability.
* Extreme attention to detail.
* Strong negotiation skills with ability to adapt to adjusted client priorities.
* Ability to interact and manage clients in difficult situations.
* Willingness to travel approximately 20%, including overnight travel.
Experience:
* Substantial hands-on use and/or implementation experience with human resource management systems (e.g. Peoplesoft, Ultimate, Sage, ADP, Ceridian, Kronos or similar application) with subject matter expertise in one or more of the following areas: employee benefits, payroll, time and attendance, or HR compliance.
* Minimum 5 years of client relationship management or account management experience in the human resources, benefits, or insurance broker industry.
* Bachelors degree or higher.
* Optional, but preferred, professional certifications: PHR, SPHR, CBP, CEBS, CPP, or FPC.
* Proficiency in Microsoft Office applications including Word, Excel, PowerPoint, and Outlook.
* Experience with defect tracking software a plus.