Channel Success Manager

About the Team/Role

The 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

• Relationship Management: 
  • Building and maintaining strong relationships with top revenue generating consulting channels. 
  • Acting as a key point of contact for these consultants.   
  • Understanding their needs and challenges. 

• Consultant Enablement: 
  • Providing training and resources as needed to help consultants effectively sell and support health benefit products. 
  • Keeping consultants up-to-date on product changes, industry trends, and compliance requirements. 
  • Helping consultants to understand and utilize available technology. 
• Sales Support: 
  • Collaborating with sales teams to drive channel sales growth. 
  • Providing support during the sales process, such as product demonstrations and proposals.   
  • Monitoring sales performance and identifying opportunities for improvement. 
• Customer Support: 
  • Working with consultants to ensure client satisfaction and retention. 
  • Addressing client issues and escalations. 
  • Assisting with high-touch and sensitive issues and acting as a facilitator with appropriate team members on non-urgent matters.
• Cross-Functional Collaboration: 
  • Working closely with internal teams, such as sales, marketing, product, service, and operations, to ensure mutual success with top consultants.   
  • Providing feedback from consultants to help improve products and processes. 
• Must adhere to security policies; ensure privacy according to HIPAA.
• Maintain positive relationships with the top brokers & consultants regionally/nationwide. 
• Educate brokers & consultants on our service model and 
• Review broker & consultant client related inquiries, issues or escalations (ex:  emails/calls); respond and resolve using all resources available.
• Respond to all escalations made within 24 hours.
• Compliance and Regulatory knowledge of the product offerings; provide information and documentation on IRS/DOL guidelines upon request
• Work with other departments to ensure a positive customer experience.
• Assist with process improvements by working with other departments as needed.
• Assist the Sales team with sales opportunities as needed.
• 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.
• Proactively communicate on furthering the health and relationship with regional/national consulting offices.  
• Communicate to all appropriate team members regarding service & industry trends.
• Work on special projects as assigned.

Experience you’ll bring

• 4 years experience in account management/relationship type roles
• Proven leader with history of success
• 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.
• Must have excellent communication, prioritizing and organizational skills.
• Must be an independent worker.
• Has the ability to differentiate between exceptional and good customer service delivery. 
• Experience presenting and leading meetings with multiple attendees.
• Ability to handle high workload volumes during peak service seasons while maintaining turnaround times.
• Strong customer service background with Benefit & COBRA knowledge - 3+ years preferred.
• Experience working with and supporting relationships with key stakeholders in Fortune 1,000 sized companies
• Proven success in resolving issues strategically and creatively for brokers/consultants and their clients 
• Preferred Bachelor's degree or higher.