Associate Client Success Manager

Sun Life U.S. is one of the largest providers of employee and government benefits, helping approximately 50 million Americans access the care and coverage they need. Through employers, industry partners and government programs, Sun Life U.S. offers a portfolio of benefits and services, including dental, vision, disability, absence management, life, supplemental health, medical stop-loss insurance, and healthcare navigation. We have more than 6,400 employees and associates in our partner dental practices and operate nationwide.

Visit our website to discover how Sun Life is making life brighter for our customers, partners and communities.  

The opportunity:

The Associate Client Success Manager is responsible for maintaining and growing relationships between PinnacleCare and our group benefit clients, consultants, brokers, and strategic partners. This role works with clients within the assigned Client Success Managers portfolio and provides support in the primary daily needs for PinnacleCare clients and contributes to client satisfaction, retention and growth.

How you will contribute:

• Ability to work with a diverse range of people
• Strong relationship building skills
• Excellent organizational and prioritization skills, follow through and the ability to management multiple clients matters simultaneously
• Project or Account coordination experience
• Excellent communication skills and sense of urgency
• Compelling communicator and service oriented
• Ability to navigate and adapt to a changing, fast paced work environment

What you will bring with you:

• Bachelor’s degree and a minimum of 2+ years in a client/customer account coordinator role

• Healthcare and demonstrated knowledge of group benefit or ancillary plans and products is highly preferred
• Computer proficiency with MS Office and CRM database system
• Ability to travel up to 10% of the time mainly during client open enrollment periods

• Provides general support to the assigned Client Success Managers to provide proactive account management through the development of strong relationships and industry knowledge
  • Communicates regularly with Client Success Managers to ensure client needs and expectations are consistently met or exceeded
• Acts as a liaison between PinnacleCare and the client regarding the provision of employee/group benefits services including service support, engagement, communications, technical support, operations, and overall member experience.
• Supports new account enrollment/implementation, and provides training and development of internal and external clients and associates as well as consultants/brokers.
  • This includes managing employee eligibility, assisting with the development employee communication campaigns, reporting of aggregate employee utilization, etc.
• Facilities or assists in facilitation of resolutions of Client problems or concerns including but not limited to, handling unsatisfied group administrator calls, executive inquiries, and inappropriate requests for care
• Supports check-in calls on a monthly, quarterly, or otherwise regular basis to ensure proper utilization and overall service satisfaction.
• Actively participates in the development of PinnacleCare’s group benefit offerings and provides input and suggestions to enhance group administrator experience.
• Attends Client Benefit Fairs and interacts with PinnacleCare Members and client employees.
• Assists in creation of regular reporting to PinnacleCare management on overall program utilization, satisfaction, and development.

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We are committed to fostering an inclusive environment where all employees feel they belong, are supported and empowered to thrive.  We are dedicated to building teams with varied experiences, backgrounds, perspectives and ideas that benefit our colleagues, clients, and the communities where we operate.  We encourage applications from qualified individuals from all backgrounds.

Life is brighter when you work at Sun Life

At Sun Life, we prioritize your well-being with comprehensive benefits, including generous vacation and sick time, market-leading paid family, parental and adoption leave, medical coverage, company paid life and AD&D insurance, disability programs and a partially paid sabbatical program.  Plan for your future with our 401(k) employer match, stock purchase options and an employer-funded retirement account.  Enjoy a flexible, inclusive and collaborative work environment that supports career growth.  We’re proud to be recognized in our communities as a top employer.  Proudly Great Place to Work® Certified in Canada and the U.S., we’ve also been recognized as a "Top 10" employer by the Boston Globe's "Top Places to Work" for two years in a row.  Visit our website to learn more about our benefits and recognition within our communities.

We will make reasonable accommodations to the known physical or mental limitations of otherwise-qualified individuals with disabilities or special disabled veterans, unless the accommodation would impose an undue hardship on the operation of our business. Please email thebrightside@sunlife.com to request an accommodation.

For applicants residing in California, please read our employee California Privacy Policy and Notice.

We do not require or administer lie detector tests as a condition of employment or continued employment.

Sun Life will consider for employment all qualified applicants, including those with criminal histories, in a manner consistent with the requirements of applicable state and local laws, including applicable fair chance ordinances.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.