Senior Client Success Manager (Central/Mountain/Pacific Time Zones)

<meta><p style="font-family:" basel="" grotesk",arial,sans-serif;font-size:11pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px="" 0px;padding:0px;"=""><b><strong style="color:rgb(81,83,87);font-size:10pt;white-space:pre-wrap;">What We’re Looking For </strong></b></p><p style="font-family:" basel="" grotesk",arial,sans-serif;font-size:11pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px="" 0px;padding:0px;"=""><span style="color:rgb(0,0,0);font-size:10pt;white-space:pre-wrap;">As Beam continues to scale quickly, there is an increased focus on providing a consistent, extraordinary benefits experience for newly on-boarded and established brokers/clients. The ultimate goals being high performing retention and continued customer expansion. Client Success Managers (CSM), as members of the Customer Experience Organization, aid in achieving these goals by ensuring broker satisfaction, increasing client retention, and partnering with our Sales Team to strengthen our broker relationships.</span></p><p style="font-family:" basel="" grotesk",arial,sans-serif;font-size:11pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px="" 0px;padding:0px;"=""><br></p><p style="font-family:" basel="" grotesk",arial,sans-serif;font-size:11pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px="" 0px;padding:0px;"=""><span style="color:rgb(0,0,0);font-size:10pt;white-space:pre-wrap;">The core function of the CSM is to co-own broker/client-facing communication (emails, calls, video calls, etc) with our Sales Team; educating our partners and clients on our operations and self-service capabilities, and maintaining a high-level of service from Beam client onboarding through policy renewal and ongoing. During this time frame, the CSM will be a broker/client resource and advocate; analyzing client/broker experience and feedback, organizing data, and presenting material to various broker, partner, and/or internal stakeholders clearly and consistently.</span><br><br></p><p style="font-family:" basel="" grotesk",arial,sans-serif;font-size:11pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px="" 0px;padding:0px;"=""><b><strong style="color:rgb(81,83,87);font-size:10pt;white-space:pre-wrap;">What You Will Do</strong></b></p><ul data-pattern="discCircleSquare" data-depth="1" style="font-family:" basel="" grotesk",arial,sans-serif;font-size:11pt;font-weight:400;margin:8px="" 0px;line-height:1.6;padding:0px="" 0px="" 32px;list-style-type:disc;"=""><li style="color:rgb(0,0,0);font-size:10pt;--listitem-marker-color:#000000;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;"><span style="color:rgb(0,0,0);font-size:10pt;white-space:pre-wrap;">Provide proactive client management through managing the onboarding of new groups, driving value from the beginning of the client contract</span></li><li style="color:rgb(0,0,0);font-size:10pt;--listitem-marker-color:#000000;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;"><span style="color:rgb(0,0,0);font-size:10pt;white-space:pre-wrap;">Own open enrollment support by leading or participating in meetings and providing education to drive employee participation.</span></li><li style="color:rgb(0,0,0);font-size:10pt;--listitem-marker-color:#000000;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;"><span style="color:rgb(0,0,0);font-size:10pt;white-space:pre-wrap;">Own client renewals by identifying cross-sell and upsell opportunities, negotiating rates, educating brokers and groups on self-service tools, and resolving service escalations — all in close collaboration with internal teams to address client needs and feedback.</span></li><li style="color:rgb(0,0,0);font-size:10pt;--listitem-marker-color:#000000;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;"><span style="color:rgb(0,0,0);font-size:10pt;white-space:pre-wrap;">Own a book of business and understand the needs of the brokers and clients within assigned territories to drive broker and client retention.</span></li><li style="color:rgb(0,0,0);font-size:10pt;--listitem-marker-color:#000000;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;"><span style="color:rgb(0,0,0);font-size:10pt;white-space:pre-wrap;">Generate/request reports and derive insights from data, and convey those insights to drive new external/internal actions, strategies or product or process improvements</span></li><li style="color:rgb(0,0,0);font-size:10pt;--listitem-marker-color:#000000;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;"><span style="color:rgb(0,0,0);font-size:10pt;white-space:pre-wrap;">Execute at a high volume (think: 40+ emails/day) with a variety of processes / activities which vary throughout the month and year in support of client experience and retention</span></li><li style="color:rgb(0,0,0);font-size:10pt;--listitem-marker-color:#000000;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;"><span style="color:rgb(0,0,0);font-size:10pt;white-space:pre-wrap;">Collaborate cross-functionally with multiple internal team members on a wide variety of topics (Sales, Underwriting, Marketing, etc)</span></li></ul><p style="font-family:" basel="" grotesk",arial,sans-serif;font-size:11pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px="" 0px;padding:0px;"=""><b><strong style="color:rgb(81,83,87);font-size:10pt;white-space:pre-wrap;">What Skills Will Help You Be Successful </strong></b></p><ul data-pattern="discCircleSquare" data-depth="1" style="font-family:" basel="" grotesk",arial,sans-serif;font-size:11pt;font-weight:400;margin:8px="" 0px;line-height:1.6;padding:0px="" 0px="" 32px;list-style-type:disc;"=""><li style="color:rgb(0,0,0);font-size:10pt;--listitem-marker-color:#000000;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;"><span style="color:rgb(0,0,0);font-size:10pt;white-space:pre-wrap;">3-5 years of experience in a client facing role, customer and renewal experience required</span></li><li style="color:rgb(0,0,0);font-size:10pt;--listitem-marker-color:#000000;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;"><span style="color:rgb(0,0,0);font-size:10pt;white-space:pre-wrap;">Requirement to have  your Life & Health license</span></li><li style="color:rgb(0,0,0);font-size:10pt;--listitem-marker-color:#000000;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;"><span style="color:rgb(0,0,0);font-size:10pt;white-space:pre-wrap;">Experience in communicating to multiple stakeholders both tactically and strategically; ideally across multiple mediums including phone, email and webinar/ live presentations (e.g. Keynote/Google Slides)</span></li><li style="color:rgb(0,0,0);font-size:10pt;--listitem-marker-color:#000000;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;"><span style="color:rgb(0,0,0);font-size:10pt;white-space:pre-wrap;">A history of investigating and solving client issues, both simple and complex.</span></li><li style="color:rgb(0,0,0);font-size:10pt;--listitem-marker-color:#000000;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;"><span style="color:rgb(0,0,0);font-size:10pt;white-space:pre-wrap;">Excellent organizational skills and attention to detail to manage an increasingly complex set of activities related to ongoing client success</span></li><li style="color:rgb(0,0,0);font-size:10pt;--listitem-marker-color:#000000;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;"><span style="color:rgb(0,0,0);font-size:10pt;white-space:pre-wrap;">Ability to quickly learn new product lines and adapt to dynamic sales and service processes</span></li><li style="color:rgb(0,0,0);font-size:10pt;--listitem-marker-color:#000000;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;"><span style="color:rgb(0,0,0);font-size:10pt;white-space:pre-wrap;">Experience with new technology products and platforms a plus</span></li><li style="color:rgb(0,0,0);font-size:10pt;--listitem-marker-color:#000000;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;"><span style="color:rgb(0,0,0);font-size:10pt;white-space:pre-wrap;">Experience with Salesforce or other CRMs or Client Success tools preferred</span></li></ul><p style="font-family:" basel="" grotesk",arial,sans-serif;font-size:11pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px="" 0px;padding:0px;"=""><br></p>

Back to blog

Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...