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.

The base pay range represents the anticipated low and high end of the pay range for this position. Actual pay rates will vary and will be based on various factors, such as your qualifications, skills, competencies, and proficiency for the role. Base pay is one component of WEX's total compensation package. Most sales positions are eligible for commission under the terms of an applicable plan. Non-sales roles are typically eligible for a quarterly or annual bonus based on their role and applicable plan. WEX's comprehensive and market competitive benefits are designed to support your personal and professional well-being. Benefits include health, dental and vision insurances, retirement savings plan, paid time off, health savings account, flexible spending accounts, life insurance, disability insurance, tuition reimbursement, and more. For more information, check out the "About Us" section.Pay Range: $55,500.00 - $66,600.00