Client Engagement Manager

The Client Engagement Manager is a client-interacting position within our Employee Benefits Department.  Based on the specific services and levels selected/purchased by a client, the CEM operates as the project lead and facilitator for and between the various internal departments, our clients, and third-party vendors.  As such, the CEM will perform all of the necessary tasks to ensure a successful client experience (e.g. lead client discovery sessions, gather requirement documents, define and implement processes, develop file feed connectivity to all vendors, etc.).
 

The CEM is responsible for coordinating the complete and timely client benefit administration technology and outsourcing implementations, maintenance, and renewals for new and existing clients. 

Essential Functions

1. Strategize with Sales, Account Management, and the client to determine exact objectives and timelines or implementation.
2. In order to ensure a successful client engagement, play a defined role and follow Cornell’s  processes as it pertains to Cornell’s Employer and Participant Support Services:

• Benefits Administration/HRIS technology;
• Enrollment, eligibility, data management, and other administrative outsourcing functions;
• Other Client Solutions including but are not limited to online content and communication, total compensation statements, employee surveys, etc.
• Employee Navigator – Employee Benefits Software
• Day to day data maintenance
• Point of contact for all issues
• Build and maintain 834 EDI files to carriers
• Audit Navigator data against carrier data
• Build out the system for Open Enrollment with renewal plans, rates, and deductions
• Build out new groups including employees, enrollments, plans, etc.
• Train Human Resources Representatives 
• Run reports as needed
• Agency Bloc – CRM Software
• Day to day data maintenance
• Point of contact for all issues
• Build out plans
• Set up commission rate tables
• Run reports as needed

1. Project Manage all Client Solution engagements and their deliverables (implementation, configuration, benefit booklets, maintenance, and renewal). Provide assistance including, but not limited to, creation of technical specifications, creation, and execution of test plans for client projects, testing and confirmation of expected results, review of contractual terms to ensure accurate delivery and/or billing of project, etc. Establish a communication schedule to update all stakeholders on the progress of the project Ensure that all outstanding issues that may interfere with successful implementation are quickly mitigated and/ or elevated to the appropriate levels.

Competencies and Qualifications

An ideal candidate will have:

• Bachelor’s degree or education/experience equivalency.
• Minimum of three years experience with a health and welfare benefits administrator or broker providing account management services and support.
• Strong project management and organizational skills.
• Very strong capabilities in business productivity software, including Advanced Excel, PowerPoint, Word, and Access.
• Solid knowledge in the area of HRO/Benefits Administration (i.e., ability to represent Cornell as a functional expert in front of clients.)
• Strong problem solving and decision-making capabilities (i.e., ability to make timely, fact-based decisions)
• Ability to develop strong relationships, with internal and external stakeholders.
• Strong data administration (ie. Data mapping)
• Strong detail orientation and follow-up skills.
• Quality assurance skills, and technology skills as it relates to the industry
• An understanding of programming fundamentals is preferred.
• Ability to adhere to process requirements
• Employee navigator experience is a must.
• AMS360 experience is a plus.

Conditions of Work

•             Flexible work hours may be necessary when facing deadlines

While this job description is intended to be an accurate reflection of the job requirements, management reserves the right to modify, add, or remove duties from particular jobs and to assign other duties as necessary.