Role Description The Strategic Relationship Manager (SRM) is responsible for providing oversight on high-level accounts that involve direct client engagement. The SRM will provide strategic directions and consultation to the client, including managing escalated service issues, presenting and implementing best practices, improving operational efficiency, and assisting with annual renewals. The SRM will be knowledgeable in all facets of account services, including plan administrative functions and internal Wellfleet systems. The SRM will review plan utilization to identify trends, claim drivers, and expense patterns that tie into renewal rate actions. The goal of the SRM is to ensure client satisfaction while streamlining operational efficiency. - Develop relationships with key decision makers and administrative staff at client accounts, including consultants and brokers where applicable. - Lead presentations with clients, including Wellfleet service initiatives, stewardship meetings, and assist with renewal discussions. - Identify and direct applicable marketing support to provide relevant industry updates and value prop dissemination. - Serve as a liaison with internal account management teams to support effective client satisfaction and positive impression/satisfaction with Wellfleet brand. - Ensure that Wellfleet products are competitively positioned based on client needs, requests, and expectations. - Collaborate with the Underwriting team to ensure product/service requirements are clearly understood, relevant claims information has been obtained, requested aspects are documented and accounted for, and marketplace competition positions are anticipated. - Understand the clients’ product and service requirements and works with sales and product leadership to align Wellfleet’s product development, case set-up, underwriting and other internal resources and services to meet the clients’ needs. - Identify inefficiencies in service deliverables across departments, reengineer processes to streamline operations, with scalable solutions to support profitability while improving client outcomes. - Lead strategic change management efforts, minimizing disruption and maximizing adoption during process improvements and product rollouts. - Lead communication efforts between clients, internal teams, and executive leadership, while providing necessary training to ensure all parties are aligned on objectives and fully equipped to succeed. - Conduct thorough root cause analyses of operational and client-related challenges, driving continuous improvement initiatives to address recurring issues and improve overall performance. - Engages with client through the renewal process to achieve expected retention results. - Perform other duties as assigned. Qualifications - Bachelor’s degree in business or related field and 2+ years of relevant client services or operations management experience or equivalent combination of education and experience. - Possess and maintain an active and valid Accident, Health and Sales Producer license or have the ability to obtain required industry licensing. - Demonstrated ability to communicate with external parties to develop long-term strategic relationships. - Knowledge of health and accident insurance. - Knowledge of insurance within the higher education industry preferred. - Comprehensive knowledge of administrative processes related to health insurance products, including policy filings, enrollment practices, waiver administration and audit, billing, invoicing and collections, claims reporting, analytics, underwriting practices, and customer service. - Familiarity with purchasing practices in public and private higher education, including formal bid protocols, centers of influence on decision making, and networking avenues through local and national conferences, seminars, and industry events. - Excellent presentation and public speaking skills. - Exceptional verbal and written communication skills. - Ability to travel nationally to client locations. Benefits - Competitive compensation package. - Comprehensive benefits package including life, health and dental, vision, 401K retirement plan, short- and long-term disability coverage, flexible/dependent care spending account, tuition reimbursement, and business casual dress. Company Description Wellfleet, a Berkshire Hathaway company, delivers customer-centric accident and health insurance, with quality service and uncompromising ethics. Wellfleet works to protect people against risk throughout every stage of life – from grade school to college to the workplace. Founded in 1993 as Consolidated Health Plans (CHP), Wellfleet, headquartered in Springfield, Mass., is one of the nation’s leading providers of health and accident insurance products to the higher education market.