Client Experience Manager

7 months ago

Montréal, Canada Securian Canada Full time

**What we do every day to be our very best**
- Every day at Securian Canada means a day spent helping Canadians and their families build secure tomorrows. We’re agile and innovative, and we aren't afraid to challenge and create, or bring diverse perspectives to our work.
- **Who we need**

The **Client Experience Manager** will be responsible for planning, executing, and managing a portfolio of client programs and initiatives, where program essentially means the client’s “account” and “experience. These terms are interchangeable in this role. Developing and maintaining strong, long-term relationships with a portfolio of clients, ensuring their satisfaction with Securian Canada’s program design and delivery are key to the Client Experience Manager’s role. This role plays a pivotal part in the success and growth of the organization.- This role requires a deep understanding of insurance products, regulations, and processes as well as excellence in customer service. The Program Manager will report to the Vice President Client Experience and will closely with other market vertical stakeholders including those working in growth and sales, program architecture, and back-office client and member services management. This role may involve leading a small team of Program Implementation Specialists.What you will do
- Manage a portfolio of clients, ensuring that the program performance aligns with the company's strategic objectives;
- Demonstrate strong client management skills including customer service fundamentals of effective communication, problem-solving, and relationship-building skills vital - along with a deep understanding of client needs and expectation - to enabling client and broker engagement and satisfaction;
- Manage client feedback and collaborate with internal teams to address client experience issues and optimize client management processes;
- Provide program management support for the Client Experience lead, aligning program objectives with the organization's strategy;
- Develop and implement strategies in partnership with the Client Experience lead, to improve client satisfaction;
- Prepare and present reports on client program progress, status, and outcomes to senior management and stakeholders;
- May manage a team of client implementation specialists or client management professionals, ensuring a customer-centric culture and effective collaboration within the team;
- Collaborate with other departments such as service delivery, UW and technology to ensure a cohesive and seamless client experience across all interactions;
- Analyze client feedback received via surveys, interviews, and other methods, and using insights to drive improvements in products and services;
- Regularly monitor key performance indicators (KPIs) to measure customer satisfaction and loyalty;
- Work with the client experience lead to leverage partnerships, technology and data analytics to gain insights into client behavior and preferences and enable data-driven decision-making for client experience enhancements;
- Go above and beyond to ensure clients are not just satisfied but delighted with the service, making them enthusiastic advocates for your company;
- Overseeing new client onboarding processes to ensure a smooth introduction to products and services. Implement initiatives to educate clients on utilizing offerings effectively;
- Ensure timely and effective responses to maintain high levels of satisfaction and playing a key role in designing and implementing client and broker engagement initiatives, ensuring a seamless and positive experience across all touch points;
- Act as the primary point of contact for clients, addressing their inquiries, issues, and concerns promptly and effectively;
- Communicate with clients regularly to update them on product or service offerings, provide progress reports, and gather feedback;
- Monitor quality assurance measures to ensure that client interactions, whether online, in-person, or via customer support, align with established service standards;
- Provide program training for employees involved in client interactions to equip them with the skills and knowledge needed to deliver exceptional client experiences;
- Ensuring that client experiences align with the organization's brand identity and values and fostering a consistent and positive brand image through client interactions.

What you will bring

**The education. **Bachelor's degree in business, finance, or a related field.
- **The experience.** Proven experience in program management within the insurance industry.
- **The skills.** Strong interpersonal and communication skills. Proficiency in customer relationship management (CRM) software. Exceptional client relationship management. Outstanding problem-solving and decision-making skills.
- **The knowledge.** Demonstrated ability to build and maintain client relationships.
- **The drive.** Strategic thinking and planning. Data analysis and insights. Team collaborati

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