Customer Success Consultant

Job Description

MetLife Legal Plans is currently hiring a Customer Success Consultant for our growing Business Growth & Retention Department here in Cleveland, OH.

This will be a hybrid-based position, with roughly 2 days in our Cleveland, OH office and 3 days remote. This resource will report into our Director of Customer Success.

Who We Are:

MetLife Legal Plans is the country's largest provider of legal voluntary benefits, serving five million people at more than 3,000 organizations, including over 200 Fortune 500® companies. We have more than 40 years of experience in employee legal services and are committed to providing excellent care to our plan members, sponsors and 18,000+ attorneys.

We are trusted by nearly 5 million families and more than 200 Fortune 500 companies who offer our service as an employee benefit.

It’s an exciting time to join our team. We are growing quickly and have a bold vision for our future as we evolve our company to dream bigger, move faster, and use creativity and technology to build products people love.

MLP's Success Principles:

We change and innovate for sustained performance

We collaborate and empower each other to succeed

We deliver for our customers

This role is to support cross segment responsibilities for legal plans customers. The right individual will have direct engagement with key external partners to ensure we are delivering for customers and members.

A Day in the Life of a Customer Success Consultant at MetLife Legal Plans:

Support launch of new third-party relationships including agreement review, detailing key milestones, tracking deliverables, encouraging performance, and addressing problems that arise.

Develop a deep understanding of each entity including Stakeholders, plan offerings, pricing, file transmission, communication style and materials, and policies.

Develop a deep understanding of each third-party administrators, plan offerings, pricing, file transmission, communication style and materials, and policies.

Partner with TPAs on communication to educate on the legal plan throughout the year and during open enrollment.

Manage service level agreement reporting across segments and emergency response activation & reporting. Additionally, any root cause analysis or required incident reports.

Annually refresh stewardship presentations and utilization reporting design & content. Responsible for partnering with technology to update reporting in system and content team to design presentations.

Process key reporting for customers related to schedule As and access to APM system.

Identify Partners needs and requirements and proposing suitable solutions.

Create consistent processes and procedures across markets and ensure internal teams are aligned.

Collaborate with internal teams ensuring seamless customer experience

Maintain a strong knowledge of products, services, and company policies.

Create strategies to support customer relationships across markets supporting business plans.

Coordinate internal and external resources.

Analyze metrics to create recommendations to present to management based on contract obligations agreed upon terms.

Other duties as required or assigned.

Required Qualifications:

Ability to build and maintain strong client and business relationships.

Ability to work independently, multi-task and prioritize tasks.

Demonstrated ability to build consultative, collaborative business partnerships

Ability to work effectively with all levels of management and partners and across a variety of audiences while maintaining positive and flexible attitude

Strong analytical and problem-solving skills with a flair for innovation and effective solutions

Excellent written and oral communication skills with keen attention to detail

Demonstrated success as a values-based leader who can build and maintain a culture of empowerment, ownership, development, and accountability.

High-energy team player who works successfully with others to create opportunities for change and supports the company’s strategic plan.

Proficiency with internal systems, Salesforce, Microsoft Office products including Excel and PowerPoint.

High level of confidentiality to handle sensitive/confidential situations and documentation.

Preferred Qualifications:

Preferred 2 years+ Experience as a Relationship Manager, in customer service, or a similar role.

Bachelor’s degree from an accredited university.

Strong PowerPoint skills and ability to present

Strong understanding of customer service and support and group voluntary products.

Travel:

This position requires up to 10% travel.

Note: This job description in no way states or implies that these are the only duties to be performed by the associate in this position. Associates will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments. All duties and responsibilities are subject to possible modification to reasonably accommodate individuals with disabilities. To perform this job successfully, the incumbent will possess the skills, aptitude, and ability to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health or safety of themselves or others. The requirements listed in this document are the minimum levels of knowledge, skills, or abilities. This document does not create an employment contract, implied or otherwise, other than an “at-will” relationship.