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.