Hybrid Client Relationship Manager

at Sun Life

• Job title: Client Relationship Manager
• Job type: Full Time
• Experience level: Junior, Mid level
• Salary: $63,000 - $94,500 per year
• Degree requirement: Bachelor's Degree
• Location requirements: Hybrid, Wellesley Hills, United States

About the role

• Client Relationship Manager responsible for managing relationships with Health & Risk Solutions clients. Focused on building partnerships and driving growth in a hybrid work model.

Responsibilities

• Establish and maintain excellent working relationships with both internal and external partners
• Partner with ICs to ensure seamless implementations, proactively addressing questions and concerns
• Conduct consistent, proactive education and outreach communication with external partners
• Assess, clarify, and validate customer needs, proposing innovative solutions to address unique challenges
• Demonstrate success in negotiation, persuasion, and solutions-based service across departments
• Oversee issue resolution, identify root causes, and participate in creating solutions
• Manage the ongoing lifecycle and renewal process for your assigned block of business
• Handle escalated service issues from SLS, providing creative alternatives to enhance client experience
• Collaborate with Sun Life Financial personnel to meet client expectations and growth objectives
• Maintain in-depth knowledge of H&RS products, services, processes, and the self-insured competitive landscape
• Act as a liaison between the home office and the Distribution team
• Use Salesforce to manage business and document all relevant customer and broker activities
• Participate in developing CRM team processes, suggesting efficiency improvements using CI Tools
• Partner with CRE on projects representing the Client Success Organization

Requirements

• Bachelor's degree and/or 1-3 years of Group, Stop Loss, and Self-Funded insurance experience (preferred)
• Exceptional communication skills and strong relationship-building abilities
• Proven success in negotiation, persuasion, and solutions-based service
• Strong record of effective customer service
• Excellent organizational and prioritization skills
• Ability to work in a fast-paced environment, managing multiple priorities
• Critical thinking skills and autonomous work capability
• Proficiency in Microsoft Office suite, especially Excel
• Experience with CRM tools, particularly Salesforce
• Strong presentation and interpersonal skills
• Effective listening and note-taking abilities
• Results-oriented mindset and superior collaboration skills

Benefits

• generous vacation and sick time
• market-leading paid family, parental and adoption leave
• medical coverage
• company paid life and AD&D insurance
• disability programs
• partially paid sabbatical program
• 401(k) employer match
• stock purchase options
• employer-funded retirement account
• flexible, inclusive and collaborative work environment