AVP - Client Management

Job Responsibilities and Requirements

The AVP will have accountability for the overall client relationship management strategy and for setting the direction of half of the country for both our National Accounts teams and Middle Market teams. Success will be measured by (but not limited to) the successful attainment of metrics for persistency, cross-selling, client satisfaction, implementation and consultative strategy.  Success in this role requires a blend of strong leadership, strategic thinking, and excellent communication skills to effectively manage client relationships and drive business success.

The AVP will review his/her team and make recommendations for service model changes and/or to core processes and procedures, job functionality, structure, and incentive compensation for team members in collaboration with the other Client Management AVP, to ensure the required results are attained.

The incumbent will be supported by his/her managers/directors and will engage directly with the external Consultant Community, executive-level client contacts, and senior Matrix leadership, to ensure that all appropriate expectations are met and/or effectively managed.

They will partner with Implementation and Operations leadership at a strategic and client level as required and will service as an executive-level center of influence to ensure that we are effectively servicing our client base.

They will also successfully collaborate internally with partners in Sales, Claims, Underwriting, Compliance, etc. to advocate on behalf of client needs, improve processes, and execute on strategy.

The AVP will oversee the client management team to address and resolve any issues or concerns that clients may have, ensuring a high level of client satisfaction.

The AVP is responsible for managing key national strategic relationships, internal national partnerships and overseeing a vast geographic area that spans two regional territories.  Given the extensive nature of this role, travel is expected to exceed 50% during peak activity periods.

Within the portfolio of the EAST/WEST Territory, the AVP will also maintain overall responsibility for Reliance’s strategic partnerships with key producers. He/she will be supported by direct and indirect staff dedicated to the success, growth, and profitability of this partnership, working closely with the executive leadership.

Duties and Responsibilities

• Day to day oversight, mentoring, and coaching of the Client Manager team, to ensure successful attainment of all key metrics, including persistency, growth, and client satisfaction.

• Leadership of key processes for the Client Management team, including hands-on coaching and support for specific areas of opportunity.

• Mastery of the financial renewal process and book of business strategies required for individual and team success.

• Executive leadership of the portfolio of clients.

Required Knowledge, Skills, Abilities, and/or Related Experience:

• Bachelor’s Degree required, Master’s degree (MBA) preferred.

• 8+ years of leadership over an Account Management division in the employee benefits space.

• Consultant experience in group insurance and/or employee benefits.

• Experience in Absence Management.

• Proven ability to influence and manage clients, consultants, and senior leadership.

• Knowledge of Reliance Standard and Matrix Absence Management products and systems strongly desired.

• Knowledge of the group insurance market is required, including product knowledge in the areas of disability (LTD and STD), absence management, and life insurance.

• The ability to leverage influence throughout the organization (without direct authority), and to multi-task in a dynamic and complex environment is required.

• Exceptional project management, financial, and leadership skills are required.

• Superior presentation and project management skills are required.

Ability to Travel: More than 50%

The expected hiring range for this position is $175,000.00 - $280,000.00 annually. This expected hiring range covers only base pay and excludes any other compensation components such as commissions or incentive awards. The successful candidate’s starting base pay will be based on several factors including work location, job-related skills, experience, qualifications, and market conditions. These ranges may be modified in the future.

Work location may be flexible if approved by the Company.

What We Offer

At Reliance Matrix, we believe that creating a more diverse, equitable and inclusive culture allows us to realize more of our potential. And we can’t do this without our most important asset—you.

That is why we offer a competitive pay package and a range of benefits to help team members thrive in their financial, physical, and mental wellbeing.  

Our Benefits:

• An annual performance bonus for all team members
• Generous 401(k) company match that is immediately vested
• A choice of three medical plans (that include prescription drug coverage) to suit your unique needs.  For High Deductible Health Plan enrollees, a company contribution to your Health Savings Account
• Multiple options for dental and vision coverage
• Company provided Life & Disability Insurance to ensure financial protection when you need it most
• Family friendly benefits including Paid Parental Leave & Adoption Assistance 
• Hybrid work arrangements for eligible roles
• Tuition Reimbursement and Continuing Professional Education
• Paid Time Off – new hires start with at least 20 days of PTO per year in addition to nine company paid holidays.  As you grow with us, your PTO may increase based on your level within the company and years of service. 
• Volunteer days, community partnerships, and Employee Assistance Program
• Ability to connect with colleagues around the country through our Employee Resource Group program and our Diversity Equity & Inclusion Council

Our Values:

• Integrity
• Empowerment
• Compassion
• Collaboration
• Fun

EEO Statement

Reliance Matrix is an equal opportunity employer. We adhere to a policy of making employment decisions without regard to race, color, religion, sex, national origin, citizenship, age or disability, or any other classification or characteristic protected by federal or state law or regulation. We assure you that your opportunity for employment depends solely on your qualifications.

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