Channel Success Manager (Enterprise Brokerages)

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