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National Accounts Senior Program Manager

  • Raleigh
  • R-94320
  • Sales and Account Services Staff
  • Full Time
  • Added

This role reports to either the VP or AVP of Client Management and is expected to work onsite at a Client location.  Depending on Client, if the role is not onsite at the Client location, frequent travel on a set consistency to a Client location would be required. The value of this onsite role is to be able to attend appropriate Client meetings onsite, expand business opportunities through evaluation of the Client’s industry position, strategic objectives, IT limitations, competitive factors, and financial goals, all while professionally working with the Client’s internal leadership and cross-functional teams.  This role is ultimately responsible as the account lead.

The position is an extension of the offsite Assurant team, providing communication and clarity between Assurant’s and the Client’s objectives.  This person is responsible for leading and aligning on business goals (business plans, product, marketing, customer experience, etc.), increasing sales and delivering financial commitments for all business segments.

The role must achieve program(s) sales targets by aiding the necessary ideation and customizations to either improve performance or recognize and introduce product, pricing, or promotion options to deliver financial plans.  Ongoing feedback and insights on the program through data collection, analysis processes and frontline feedback to the program’s AVP/VP is expected, including updates to the Client and Assurant leadership (as needed) so that our products and services retain their competitive edge.

Key Responsibilities:

Client Relationship Maintenance and Development - Cultivate all aspects of the existing Client relationship with the intent of maintaining or expanding the relationship in a beneficial manner.  Client relationship maintenance and development can be measured in terms of:

  • Client retention at the same or more favorable contractual terms
  • Expanded service delivery for a fee to the client 
  • On-going measures of satisfaction such as surveys and focus groups can be used as indicators of satisfaction

Responsibilities to include:

  • Serve as the primary onsite contact between Assurant and Client, involving all channels of business.
  • Establish relationship with key management with assigned client partners.
  • Establish relationship with key management with teams’ account leaders to effectively support Assurant and client goals.
  • Be the go-to person for escalations from own or team accounts; seek resolution and establish win-win solutions.
  • Drive performance for channels for the assigned Client.
  • Foster and enhance Assurant’s relationship with our Client at various levels and build reputable internal relationships to advance change for growth.
  • Lead the development of the annual business plans and Client business reviews to ensure product development, metrics and mutual revenue goals are being met.
  • Help Client in selecting, prioritizing, and coordinating projects in connection with new client installs, new product installs, or new service installs, with an understanding of both the Client and Assurant’s project tasks and Program objectives.
  • Monitor financial, close rate or other applicable performance and assure client commitments are satisfied.
  • Navigate effectively through Assurant’s organization and utilizes tools, technologies, and people to effectively deliver the Client business solutions.
  • Gain knowledge of internal executive team’s decision criteria and approach to recommend and guide Client programs.
  • Maintains knowledge, researches, and keeps apprised of industry trends that would benefit Client’s programs, or lead to potential new offers. 
  • Attend warranty conferences or trainings, as needed.

Channel Development and Advancement

  • Understand the strategic and financial objectives of/for the Client, and work through solutions that partner for program and channel growth.
  • Effectively lead other internal COE teams (field sales, marketing, actuary, accounting, etc.) to deliver goals for assigned account.
  • Review reporting from various areas to identify trends and to strategize program improvements, taking them back to the Client or internal teams as appropriate.
  • Help advocate, manage, and deploy all initiatives at the Client level meant to improve the operating performance across new and existing channels.
  • Probe in a consultative way for understanding of Client’s needs and business drivers in order to create profitable business solutions.
  • Identify key strategic Client related initiatives to further the objectives and strategies defined in the business plan.
  • Collaborate directly with the AVP/VP and other leadership to facilitate delivery on all contract agreements and projects with the Client.
  • Utilize competitive analysis, research, Client and internal data regularly and prepare reports on trends.
  • Develop knowledge/stats/program information from working with supporting internal Assurant or Client team(s) on abilities, processes, limitations and opportunities to bring to the Client for potential services and solutions to deliver Channel goals.
  • Communicate to supporting teams Client(s) or the business program objectives, expectations and needed deliverables.

Meet Client and Company Financial Objectives

  • Responsible for delivering financial performance that leads to ongoing business with Client. 
  • ·Create and facilitate strategic direction defined between Client and Assurant.
  • Summarize activities by channel for ROI purposes and be able to track the performance related to those activities.  
  • Lead direction, attend and present during Client business reviews, and provide weekly updates to internal teams as necessary on all aspects of program.  Develop, design, and analyze any needed performance reports for these meetings.

Risk Management and Assurant Initiative Deployment at the Client Level

  • Assure Client operates within regulatory guidelines as well as Assurant policies regarding all aspects of the business.
  • Advocate and manage change requirements for clients as specified by Assurant and its various supporting functional teams to comply with all business guidelines.
  • Understand claim loss analysis, and work, if needed, with our service organization, actuary, and the Client to resolve issues to improve performance.
  • Lead direction, attend and present during Client business reviews, and provide weekly updates to internal teams as necessary on all aspects of program.  Develop, design, and analyze any needed performance reports for these meetings.

Required skills/experience:

  • Bachelor's degree.
  • 5 years’ experience in Service Contracts, Account Management, Retail, Field Sales, or other direct Client facing environment with a track record for using data, product development and strategic planning to lead, define and meet financial goals.
  • Proficient user of Microsoft Office programs.
  • Excellent interpersonal skills and written and verbal communication skills.
  • Strong analytical skills—able to analyze program results, create a plan for improving sales results, execute the plan, monitor, and adjust.
  • Ability to engage leadership and communicate effectively, even under stress. 
  • Excellent presentation and public speaking skills.
  • Ability to influence internal and external Clients by positioning Client specific value propositions as it relates to increasing sales or making program changes.
  • Successfully demonstrates good business judgment in providing in-house client support.
  • Ability to connect personally, demonstrate knowledge of Client’s business and communicate our value.
  • Ability to build relationships and influence.
  • Ability to process complex time sensitive data and information from multiple sources, make decisions and communicate ideas / actions.
  • Excellent organizational and planning skills.
  • Ability to prioritize and work on multiple projects simultaneously with frequent interruptions, working under deadlines, making decisions based on incomplete information, handle confidential information with discretion.
  • Ability to understand how other internal areas impact and support the Client’s business, and to work with them on resolutions / improvements.
  • Travel domestically or internationally when required (30%).
  • Experience in completing action plans and projects, exposure to budgets, expense control reports or financial statements preferred.
  • Knowledge and experience in aftermarket service contracts, marketing, financial services, the service industry or with field support a plus.

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