Channel Success Manager

About the Team/Role

The Senior Channel Success Managers (CSM) plays a crucial role in ensuring that brokers and consultants are successful in selling and supporting a company's health benefit products. They act as a bridge between Service and Sales, helping sellers focus on growing their pipeline while simultaneously helping consultants bring value to their clients. A Channel Success Manager acts as a go-to resource for our sellers and top consultants, ensuring that everyone is aligned and working together to achieve shared goals.
How you'll make an impact
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Relationship Management:

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Building and maintaining strong relationships with top revenue generating consulting channels.

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Acting as a key point of contact for these consultants.

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Understanding their needs and challenges.

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Consultant Enablement:

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Providing training and resources as needed to help consultants effectively sell and support health benefit products.

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Keeping consultants up-to-date on product changes, industry trends, and compliance requirements.

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Helping consultants to understand and utilize available technology.

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Sales Support:

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Collaborating with sales teams to drive channel sales growth.

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Providing support during the sales process, such as product demonstrations and proposals.

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Monitoring sales performance and identifying opportunities for improvement.

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Customer Support:

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Working with consultants to ensure client satisfaction and retention.

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Addressing client issues and escalations.

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Assisting with high-touch and sensitive issues and acting as a facilitator with appropriate team members on non-urgent matters.

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Cross-Functional Collaboration:

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Working closely with internal teams, such as sales, marketing, product, service, and operations, to ensure mutual success with top consultants.

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Providing feedback from consultants to help improve products and processes.

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Must adhere to security policies; ensure privacy according to HIPAA.

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Maintain positive relationships with the top brokers & consultants regionally/nationwide.

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Educate brokers & consultants on our service model and

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Review broker & consultant client related inquiries, issues or escalations (ex: emails/calls); respond and resolve using all resources available.

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Respond to all escalations made within 24 hours.

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Compliance and Regulatory knowledge of the product offerings; provide information and documentation on IRS/DOL guidelines upon request

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Work with other departments to ensure a positive customer experience.

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Assist with process improvements by working with other departments as needed.

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Assist the Sales team with sales opportunities as needed.

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When/where appropriate, business travel may be necessary in order to maintain or strengthen relationships with top consulting offices. On average, a Channel Success Manager may travel 3-7 times/year.

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Proactively communicate on furthering the health and relationship with regional/national consulting offices.

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Communicate to all appropriate team members regarding service & industry trends.

- Work on special projects as assigned.

Experience you’ll bring

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4 years experience in account management/relationship type roles

- Proven leader with history of success

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Understands the importance of working relationships with our channel as well as internally, and all members of WEX Health & Benefits. Works to protect and foster these relationships.

- Computer proficiency required.

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Must have excellent communication, prioritizing and organizational skills.

- Must be an independent worker.

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Has the ability to differentiate between exceptional and good customer service delivery.

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Experience presenting and leading meetings with multiple attendees.

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Ability to handle high workload volumes during peak service seasons while maintaining turnaround times.

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Strong customer service background with Benefit & COBRA knowledge - 3+ years