Job Summary:

Under direct supervision, the Business Solutions Implementation Account Manager is responsible for managing the onboarding of legal plan and identity theft protection benefit programs selected by large customers/employers. This position is accountable for customer satisfaction and quality execution of stated tasks throughout the process.

Responsibilities:

Scope of the Role 

The Business Solutions Implementation Account Manager I will have the ability to communicate effectively, collaborate with internal and external contacts, meet deadlines, organization and time management, and the ability to maintain autonomy while working on projects and duties. As breadth of knowledge increases with experience, the Business Solutions Implementation Account Manager I may become eligible to transition to the next level of Business Solutions Implementation Account Manager II. 

Performance Outcomes 

Administrative Account Management  

• Develop implementation schedules and timelines 

• Prepare meeting presentations and document deliverables 

• Provide frequent status and progress reports through detailed project planning tools 

• Partner with customer to develop and implement employee communication strategy 

• Ensure appropriate and accurate system and contractual set-up  

• Participate in sales presentations when necessary  

• Review enrollment, payment history, and billing invoices to provide support to LegalShield groups, Associates, and group members  

• Review various reports to ensure group accounts are up to date  

• Handle inquiries received by phone, fax, email, or mail  

• Should be able to handle sensitive group accounts and be able to prioritize  

• Provide support to internal departments regarding group inquiries  

• Maintain existing client cases 

• Assist with client projects post implementation 

 

Customer Support  

• Understand customer demands and expectations and meet these in a timely manner, always addressing any challenges or concerns the customer or associate may have regarding group business   

• Lead internal and external meetings 

• Answer incoming calls, make outgoing calls to investigate and correct errors   

• Work on special projects as assigned 

• Other duties as assigned by leadership    

Education, Knowledge, and Experience 

• High school diploma or GED or equivalent

• 1-3 years prior experience working in customer service, Preferred 

• Experienced in Word, Excel, and PowerPoint 

• Good typing and 10-key skills, Required  

• Excellent