State Licensed Senior Customer Experience Manager

Job Summary

Driving customer satisfaction and retention, the fully remote State Licensed Senior Customer Experience Manager will manage the day-to-day service relationship for an assigned book of enterprise customers (~500+ lives), ensuring high-quality service experiences and effective execution of benefit strategies.

Key responsibilities

• Lead and manage the service relationship and strategy for assigned enterprise customers, ensuring customer satisfaction and rapid issue resolution
• Collaborate with the consulting delivery team to create key consulting deliverables, including renewal decks and vendor assessments
• Oversee complex customer escalations, billing reconciliations, and eligibility audits across multiple lines of coverage

Required qualifications

• 4+ years of account management experience supporting a benefit consulting team and enterprise/large-group book of business (~500+ lives)
• Active Life & Health Producer's License
• Robust experience with fully insured and self-funded medical benefits programs and service channels
• Demonstrated executive presence and strong presentation skills tailored to senior HR leadership
• Strong proficiency in MS Excel, Word, and PowerPoint