Assistente de CRM supporting marketing strategies by operationalizing campaigns in CRM for customer engagement and retention. Driven to enhance customer journeys and base growth through diverse campaigns.
About the role
- Dedicated Customer Success Manager ensuring support for top producer accounts at Trustmark. Responsible for managing relationships and customer satisfaction post-implementation.
Responsibilities
- Serves as the dedicated, single point of contact for assigned key top producer accounts
- Works with key producers to ensure they are receiving the tools and support needed to achieve their goals
- Provides proactive management of producer relationships post-implementation, ensuring their clients are getting the most out of Trustmark’s products and services
- Responsible and accountable for escalated service levels (SLAs), Customer Satisfaction, Effort and NPS scores for their defined accounts
- Serve as the named single point of contact for assigned relationships for all post implementation service requests and issues
- Review responses from Subject Matter Experts to ensure completeness and accuracy before sending response to external relationship
- Triage inquiries/issues completely in order to fully understand the inquiry, from the producer, and to involve the correct Subject Matter Experts in order to quickly and effectively resolve the item
- Accountable for timely resolution of escalated/complex issues
- Involve appropriate level of management to assist on multi-departmental issues
- Responsible and accountable for tracking, reporting and achieving Service Level goals for their assigned relationships
- Make recommendations that will improve the service results
- Overall accountability for effective completion and management of all service requests for identified accounts
- On a continuing basis – meet with and provide open and candid feedback to internal Trustmark managers and associates related to areas of improvement and success stories
- Analyze incoming service requests to identify trends and to anticipate and/or resolve ongoing issues
- When service related trends are identified, conduct ad hoc or formal training with internal and external associates to optimize the producer successes going forward
- Develop and communicate service report card for assigned relationships for assigned producers that is shared with Trustmark senior leadership and used to drive innovation and improvement
- Responsible for quarterly reviews with key producers to discuss service metrics and overall service relationship health
- Responsible and accountable for Customer Effort, Satisfaction and Net Promoter Scores for assigned relationships
- Drive process improvement and innovation across the organization to improve overall service efficiencies and effectiveness of all teams
- Other duties as needed/assigned.
Requirements
- Bachelor’s degree in business related area or 5+ years’ experience in the insurance or voluntary/worksite fields
- Ability to travel up to 20%, including some weekend travel
- Proficient in MS suite of products and Outlook
- Interpersonal effectiveness with proven ability to establish and maintain mutually respectful relationships with peers, support staff, sales team, agents/brokers and customers; handle conflict, resolve complex issues, negotiate and promote team spirit
- Demonstrated high level proficiency in the following areas: Collaborating on and influencing outcomes through others with or without direct reporting authority at all levels throughout an organization, up to C-Level both internally and externally
- Aligning organizational resources to meet customer needs
- Resolving complex issues think creatively and negotiating beneficial outcomes.
- Excellent oral/written communication skills and strong presentation skills
- Exceptional organizational skills, adept at handling multiple tasks simultaneously, committed to follow through and completing tasks in a timely manner.
- Demonstrated knowledge and proficiency in customer-facing communication methods and techniques.
- Ability to recognize and act on opportunities to enhance/ strengthen the customer relationship.
Benefits
- Health/dental/vision
- Life insurance
- FSA and HSA
- 401(k) plan
- Employee Assistant Program
- Back-up Care for Children, Adults and Elders
- Health and wellness initiatives
- Wellness program
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