Become A Senior Client Manager

Own the service experience by working with the Home Delivery Team, Enabling Services, and other matrix partners as required to ensure issues are resolved promptly and accurately meeting the customer's expectations Develop and maintain strong relationship with internal partners in Home Delivery to manage customer service experience Fully accountable for supporting leadership in facilitating resolution of all elevated customer service requests by working with the Home Delivery Team, and conducting customer consultations as required Facilitate customer meetings with the Home Delivery Team regularly to assess trends and keep abreast of any escalating issues and service trends Conduct meetings with customers to identify issues / trends and analyze root causes to determine corrective action steps Coordinate and serve as the liaison for enterprise enhancement initiatives, testing, and IT deployments Establish and maintain strong and appropriate relationships with customers to maintain persistency Represent and interpret client requirements for business and IT enhancements to support the SDLC process Coordinate client pre - implementation, implementation, and post implementation activities Coordinate and deliver billing reconciliations to customers (Quarterly, Annually, or as appropriate for the customer type / size

* Builds, expands, and solidifies relationships with existing clients at all levels within the company
* Leads appropriate resources to address the client's risk/capital management needs
* Secures existing business and drives the sale of additional services and coverage levels
* Cultivates relationships with most senior buyer in the client organization as well as with day-to-day client representatives and buyers
* Prepare and negotiate fee-based pricing of services, ensuring account profitability in a value-based approach for the scope of service and costs associated with the client service agreement
* Has retention goals
* Additional Considerations

* Support Account Executive for ongoing client-service relationships
* Manage smaller accounts turnkey
* Manage basic and complex service issues and research for team members on client-related issues
* Critically evaluate solution ideas by considering data, precedents and input from stakeholders; assess complex information
* Prepare reports for stewardship, pre-renewal strategies along with analysis
* Responsible for completion of the daily support for clients including employee benefits brokerage, consulting, and general account management
* Prepare and review presentation of annual client deliverables and reports
* Provide technical assistance in financial and data analytics
* Interact with carriers and Third Party Administrators
* Keep clients up to date on the latest legislation (i.e., Healthcare Reform, HIPAA, COBRA, FMLA)
* Manage marketing efforts or work with marketing departments as necessary
* Manage Financial and Analytics efforts or work with F&A departments as necessary
* Capitalize on internal subject matter experts and external compliance, 5500 reporting, legislative adherence, Willis Towers Watson internal compliance protocols
* Support team to provide best-in-class client deliverables
* Accounts include: fully insured and self-funded as well as multistate, international, and large clients
* Ensure WEM and EPIC compliance
* Promote and execute on the team vision and strategy
* Demonstrate and support Willis Towers Watson Values
* Size and Complexity of Accounts:
* Fully-insured and self-insured clients
* Multistate
* Typical size: 250 to 5,000 employees

* Qualify bids and scopes of work with sponsors to ensure appropriate service is provided.
* Follow up with clients to ensure that proposals are complete and answer their needs.
* Creatively identify ways to secure open proposals by working with scientific staff, finance, management and others.
* Identify new business opportunities with sponsors and liaise with appropriate internal staff for follow-up.
* Develop and/or review Letter of Payment Authorization for accuracy.
* Prepare sale price estimates for protocols, bid requests, study revisions and additions using site’s suggested selling price.
* Provide pricing and other support for the Global Account Teams.
* Review and approve bid and proposal packages within authorized limits.
* Assist in monitoring sale pricing practices to determine accuracy and relevance to study type, service and operation processes.
* Assist in making recommendations on desirable proposals based on established financial and operational criteria, as required.
* Work with Account Management to determine scientific staff travel to sponsors.
* Ensure that scientific staff visiting sponsors are fully informed about clients needs.
* Ensure all required legal documents are in place.
* Coordinate and facilitate proposal and/or letter of authorization processes to ensure smooth and timely business process flow by working with the marketing, scientific and finance staff.
* Interact with scheduling or project management groups to identify the dates for study or service initiation and assist with needs as required. .
* Assist with updating and maintaining applicable databases.
* Assist with client visits, including giving company tours and presentations.
* May provide direct daily supervision and review work of limited assigned departmental employees to ensure accuracy and adherence to pertinent departmental policies, practices, and procedures [SOPs, safety procedures and biosafety protocols].
* Schedule and prioritize workload of assigned group.
* Identify possible efficiencies for work stream of Client Services group, including coordination with other internal groups.
* Serve as a mentor and trainer to less experienced Client Services team members.
* Assist in the tracking and development of Key Performance Indicators within the Client Services department.
* May assist in the interview and selection of qualified personnel.
* May assist in developing recommendations regarding personnel actions, including hiring, promotions and raises.
* Perform all other related duties as assigned

* Collaborate with Client
* and CBRE team members (Transactions, Project and Facility Management) to
* develop real estate strategies and supporting tactics for eventual
* implementation.
* The strategic plans should respond to Client objectives: the
* efficient use of space, cost savings or cost avoidance, Line of Business
* consolidation, lease expiration opportunities and overall Market influencers.
* Conduct interviews with
* Business Units and other Client leaders to identify future business direction
* related to growth, labor market changes and other issues that could impact real
* estate requirements.
* Provide insight relative to market optimization focused
* opportunities.
* Refine market strategy
* to the building level.
* Lead the team to develop the tactics and identify
* preliminary scope of work, cost estimate and schedule.
* Work with Finance to
* identify financial impacts.
* Develop documents/graphics to delineate tactic and
* communicate to Leadership and all impacted parties.
* Implement and maintain
* Market Plans defining portfolio management priorities for market and buildings
* and of the activities for specific Real Estate engagement
* Maintain data bases
* forecasting building square footage changes, head-counts, end state utilization
* and preliminary cost estimates.
* Prepare and present
* deliverables in oral, written, and visual formats relative to client strategy
* and other topics as required.
* SUPERVISORY RESPONSIBILITIES
* May provide formal
* supervision to individual employees within single functional or operational
* area.
* Leads by example and models behaviors that are consistent with the
* company's values.
* SUPERVISORYRESPONSIBILITIES
* May provide formal
* supervision to individual employees within single functional or operational
* area.
* Leads by example and models behaviors that are consistent with the
* company's values