Customer Success Manager

5 days ago

Calgary, Canada Alberta Blue Cross Full time

Alberta Blue Cross® is an Alberta based organization dedicated to delivering exceptional customer experience and community leadership. We’re committed to providing the best health coverage to over 1.8 million members and take an active role in promoting wellness. We believe in what we do—and place trust in our employees to deliver our vision.

Working at Alberta Blue Cross® means having a career where you’ll be recognized for your contributions. We value diversity, encourage our team members to maintain a healthy work-life balance and provide opportunities for career growth.

**OVERVIEW**:
Working in a flexible work style arrangement, reporting to the Manager of Group Sales Operations & Customer Success, the position focuses on strengthening client and advisor relationships across the Group Sales business. This role focuses on supporting new business acquisition, upselling, cross-selling, renewals, and retaining group clients for an existing book of health benefit plans of small to midsized employer groups in the Calgary and surrounding area. The Customer Success Manager also supports in the renewal process and actively participates in advisor and client meetings to enhance engagement.

**WHAT YOU WILL DO**:

- Manage small to midsized group accounts, focusing on modernizing existing plans and updating contractual provisions.
- Collaborate with Account Executives (AEs) to assess client needs, generate and present add-on sales proposals, plan revisions, and solutions.
- Support renewal processes, including preparing proposals, negotiating discounts within established guidelines, and ensuring smooth client experiences.
- Actively contribute to team revenue expansion and retention goals through upselling and cross-selling strategies.
- Analyze client data to identify sales and retention opportunities, providing proactive recommendations based on claims data and client feedback.
- Engage with advisors, brokers, and internal stakeholders to resolve escalated client concerns and improve customer satisfaction.
- Recommend process enhancements and workflow improvements to increase efficiency and enhance the overall client experience.

**WHAT YOU WILL HAVE**:

- Post-secondary education such as diploma or Bachelor’s degree in Business Administration, Marketing, Communications, or a related field.
- Must be a continuous learner with a desire to get better by enrolling in continuing educational courses, i.e. CEBS, industry related conferences, seminars as required.
- Minimum 2 years of equivalent experience in sales, customer relationship management, insurance, financial services, or related field.
- Previous experience in group benefits, insurance, or financial services is preferred.
- Proven ability to manage client relationships, analyze data, and drive customer retention and growth.
- Proficiency in CRM software (e.g., Salesforce, Microsoft Dynamics) and data analytics tools.
- Strong aptitude for sales processes, decision-making abilities, and excellent communication skills.
- Self-motivated with the ability to work independently and collaboratively within a team environment.
- Strong interpersonal skills with the capability to engage effectively with internal and external stakeholders.

Alberta Blue Cross® is an inclusive employer committed to a workplace that reflects the diversity of the communities we serve. We empower and are advocates for our team members by welcoming, respecting and valuing their unique perspectives, backgrounds, and experiences.

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