What are the responsibilities and job description for the Account Success Associate (Hybrid) position at National Guardian Life Insurance Company?
We are adding a Account Success Associate to our team!
Who We Are:
Since 1909, National Guardian Life Insurance Company (NGL) has been one of America’s most successful and highly rated independent life insurance companies. We specialize in a suite of innovative products for life’s journey, giving people the financial stability, careful guidance and peace of mind to lead a life filled with confidence, dignity and grace.
NGL's Core Values – integrity, dependability, collaboration, compassion and growth are a foundation of our company and help to build on the interactions we have with our policyholders, partners, funeral homes and each other. We believe in creating an inclusive, welcoming environment for all where diversity is celebrated, and everyone is encouraged to live their best, most authentic self. We offer Employee Resource Groups for employees to get involved, learn, network, and offer professional and personal development opportunities.
With over 100 years of experience, our passion is to serve people. Learn more.
Work Environment: NGL offers a flexible work environment where employees can work fully remote, hybrid or onsite at our Madison, Wis. office. We support virtual working arrangements in certain states outside of WI.
A Day in the Life:
The Account Success Associate (ASA) is the main point of contact for large funeral home accounts that require more dedicated and personalized service. This position establishes meetings with accounts to identify and share updates and provide training when necessary. Additional responsibilities include acting as the designated backup to key account specialists, focusing on improvements, and ensuring reoccurring issues are addressed and resolved. This position supports and collaborates closely with Sales while serving in an operations capacity. In this role, work is performed under minimal supervision.
Primary Responsibilities:
- Act as one of the primary communicators, in partnership with Sales, to the assigned account concerning issues related to operations including onboarding, implementation, training, adoption, retention, and satisfaction.
- Establish relationships as a trusted and strategic advisor to help ensure the continued value of our products and services.
- Develop and maintain customer-success strategies and best practices, as well as customer-support content, with help from the creative team.
- Communicate effectively with both internal and external managers to better understand customer needs, maximize retention and growth, and share learnings.
- Maintain existing customer-success metrics and data as directed.
- Serve as day-to-day contact for assigned accounts, building trust and rapport while identifying areas of opportunity, highlighting best practices, and documenting.
- Review the customer journey, determine how it’s supported, and use a consultative approach to help clients overcome issues and achieve their goals.
- Facilitate interaction and workflow among project team members, including third-party service providers, to ensure timely deliverables.
- Collaborate, problem-solve, and/or strategize with team members on upcoming client meetings.
- Work on process improvements to enhance the customer experience and reduce inefficiencies that impact agents and partner accounts.
- Deliver top notch customer service in all interactions both internal and external.
- Work on department metrics, trend analysis, and scorecards that help gauge the customer.
Schedule: This is full-time hourly position. Employees have the flexibility to work any of our 8-hour shift schedules during our normal business hours of 7:30am-4:00pm or 8:30am-5:00pm CST, Monday - Friday. Hybrid schedule with minimum of two days in the office; or as needed for department coverage.
Essential to Your Success:
- Excellent verbal, written and interpersonal communication skills
- Demonstrated strategic planning and project management skills
- Analytical and process-oriented mindset
- Ability to work effectively across multiple departments in a deadline-driven environment
- Active team player and self-starter with the ability to quickly adjust priorities and adapt
- General knowledge of Salesforce and project management tools
- Experience in event planning
Education Requirements:
Preferred: Bachelors Degree in Marketing, Business, Communication, or related field preferred.
Years of Experience:
Required: A minimum of 3 to 5 years of experience in communications, marketing, sales, account management, or customer service.
What We Offer:
At NGL, we provide a comprehensive Total Rewards package that includes competitive base pay and benefits designed to offer solutions to help meet your unique life needs.
Benefits:
- 20 days of Paid Time Off growing to 25 days after 5 years
- 11 Paid Holidays (10 company holidays and 1 personal holiday of your choice)
- Health care, dental and vision plans
- Up to $1,500 (Family) or $1,000 (Single) annually towards a Health Savings Account
- Annual bonus based on company performance
- Paid Parental Leave
- 401(k) match up to 9%
- Paid Sabbatical after 8 years
- Paid Volunteer Time
- Education Assistance Program
- Employee Recognition Program
- And much more!
Click here to learn more about our comprehensive Total Rewards program.
NGL is committed to creating a diverse environment and is an Equal Opportunity Employer. Qualified applicants will be considered for employment without regard to race, color, creed, religion, national origin, ancestry, citizenship status, age, disability, sex or gender (including pregnancy, childbirth and related medical conditions), gender identity or gender expression (including transgender status), sexual orientation, marital status, military service and veteran status, physical or mental disability, protected medical condition as defined by applicable state or local law, genetic information, or any other characteristic protected by applicable federal, state, or local laws.
NGL is committed to providing reasonable accommodations to qualified individuals with disabilities in the recruitment process. To request an accommodation, please contact hrmadison@nglic.com.
