Carrier Account Manager

Who we are:

Our mission at Plansight is to make the employee benefits renewal process simple and transparent for Employee Benefit Agencies and Carriers. Our vision is to be the best place to work and the best company to do business with. Our company’s success is based on personal growth and continuous improvement. We believe work should be productive, worthwhile, and fun. If we enjoy what we do, we’ll perform better, and our customers will win.

The opportunity:

We are looking for an experienced Carrier Account Manager, who is passionate about customer happiness, relationship building and driving strategic outcomes. You will join an agile and fast-paced environment to build and nurture a customer approach that helps us establish and maintain relationship-oriented success processes in alignment with our company’s vision and strategy. As a collaborator, you contribute to continually improving the systems, processes, and performance of the team. You know all aspects of our product and are obsessed with helping our carrier partners succeed.

What we expect:

• Partner Carrier implementation and Carrier Rep onboarding according to the Partner Carrier Implementation and Onboarding SOP.
• Success Metrics: Received Complete Carrier Rep Profile File, Percentage of Applicable Carrier Reps Profile built in Plansight, 100% of Carrier Reps Invitation Acceptance, 100% of Carrier Reps Trainings Completed (Downloading the RFP, Uploading the RFP, Notification Settings, Market Response Transparency Report) NPS Score)
• Revenue and Revenue Expansion
• Surfacing opportunities to Partner Carrier Reps by making introductions to our Retail Brokers they are not currently receiving RFPs from.
• Success Metrics: Number of Introductions, Number of RFPs received from these Introductions.
• Surfacing Broker Opportunities to Plansight Sales by getting introductions to their Partner Carrier Reps Retail Brokers.
• Success Metrics: Number of Opportunities, SaaS Revenue attributed to Partner Carrier as the referral source
• Work closely with Accounts Receivable to ensure that AR is received net 30.
• Success Metrics: Average AR Days and Collection %
• Carrier Rep Product Adoption
• Success Metrics: Customer Health Score (TBD), Decrease in Decline to Quote, Increase in Quote Uploads by Carrier Rep
• Hold Quarterly Value Reviews (VP’s levels) with Partner Carriers reviewing the Quarterly Partner Carrier Performance Report. Identify with Partner Carrier what 1 to 2 items can be done to improve performance for next Quarter and execute.
• Success Metrics: Percentage of QVRs held and Customer Satisfaction Score
• Become the Trusted Representative for Partner Carrier by properly escalating and resolving any needs Partner Carrier has in relationship to our Service Levels.
• Success Metrics: Resolution Percentage and Average Resolution Time
• Product and Industry Expertise and Curiosity by maintaining expertise in the Plansight products, identifying opportunities for improving workflows, increasing product adoption, and demonstrating its impact.
• Success Metrics: Positive Trend in All Success Metrics Above and Subject Matter Expert

Skills you’ll need:

• Demonstrated customer-oriented work ethic and ability to foster a sense of teamwork across all members of the team and department
• Passion for performance management and execution against operational targets.
• Must be comfortable working in ambiguous and/or stressful situations
• Flexible, with ability to change priorities quickly, and capacity to balance multiple tasks
• Effective collaborator with proven process improvement skills
• Outstanding organization and time management skills
• Excellent communication and interpersonal skills
• Ability to consistently learn new technologies and apply those concepts to customer’s needs
• Bachelor's Degree desired
• 2-3 years experience in a Customer Success team, ideally in a SaaS or health care environment
• Excellent interpersonal skills and empathy for customers
• Significant experience building customer relationships at senior level and handling escalations

The reward:

At Plansight, we work hard. We all rely on each other to fulfill our company mission. We want to reward you for this commitment. At Plansight, you will enjoy these benefits:

• Competitive Salary – $60,000 base $50,000 bonus commission
• Contribution to health insurance premiums (100% of employee premium 60% of dependent premium)
• Contribution up to $1500 towards health savings account
• Contribution to dental insurance (50% of premium)
• 100% coverage of Life and Disability Insurance
• 401K with up to 3.5% match
• Unlimited access to a financial planner
• Vision, Accident, Critical Illness Insurance options