Senior Customer Experience Manager - Enterprise

About Bennie

Bennie (www.bennie.com) is an employee benefits services and technology firm that helps companies create a healthier workplace. Bennie provides services and technology that are beyond what growing companies typically receive, yet exactly what they need. 

Bennie has built the ultimate benefits platform that connects disparate systems across the benefits supply chain to deliver a complete experience for employees, employers, and partners. Bennie’s technology, benefit plans, and service model are designed to enable employers and their employees to experience best-in-class outcomes that reduce overall health plan costs. Bennie’s team members use the platform and its data to supplement their market knowledge and bring innovative solutions to Bennie’s customers.  

Bennie is headquartered in Stamford, CT, and is a remote-first company with employees across the U.S.

Core Values at Bennie

As an organization, we value our team members who are Optimistic, Accountable, Thoughtful, and Healthy. We believe these values, known as our O.A.T.H., are essential for our collective success. The ideal candidate for this role will embody these values by:

• Maintaining a positive attitude throughout our journey of building our company.
• Being responsible for the quality of their work and for meeting their goals.
• Respecting our differences and looking out for one another.
• Believing in livingcomplete lives that balance our work and personal time.

About the Role:

The Enterprise Senior Customer Experience Manager (CEM) is responsible for driving customer satisfaction and retention by leading and delivering an exceptional, high-touch service experience for an assigned book of enterprise-segment customers (~500+ lives). The Enterprise CEM serves as the primary day-to-day service relationship owner for assigned enterprise customers, while partnering closely with Enterprise Benefits Consultants in the development and delivery of key benefit strategies, multi-year benefit strategies, complex renewals, and helping to develop and maintain relationships with customers and external partners.

Reporting to: Director of Enterprise Consulting

Who You Are: The Enterprise Senior CEM should have experience working in benefits consulting and supporting an enterprise-level book of business, and engaging with insurance carriers, TPAs, PBMs, and vendors to ensure effective execution and operational excellence on behalf of the customer. The ideal candidate should possess exceptional analytical, project management, communication, and relationship building skills; and is excited to work in a technology-forward environment to help deliver exceptional consulting service and experience to Bennie’s largest and most complex customers.

The Enterprise Senior CEM should exhibit the core attributes of the Bennie consulting team:

1. Possess a growth mindset to drive the business upward and forward.
2. Take a proactive approach to value creation and delivery for customers, colleagues, and partners.
3. Seize the consultative opportunity in every interaction with customers, colleagues, and partners.
4. Maintain a curiosity about the industry, Bennie’s customers, and Bennie’s business.
5. Bring relentless intensity to the creation of value.
6. Take ownership of one’s impact and influence on customers, colleagues, and partners.
7. Work collaboratively with customers, colleagues, and partners.
8. Act with compassion in every interaction, every time.

Responsibilities include:

• Lead and manage the day-to-day service relationship and strategy for assigned enterprise customers (~500+ lives), ensuring the delivery of high-quality service experiences, rapid issue resolution, and customer satisfaction.
• Own and drive execution of the annual customer account plan and service calendar for all assigned enterprise customers.
• Work collaboratively with the consulting delivery team (Enterprise Consultants and Analysts) to support the creation and development of key consulting deliverables, including renewal decks, stewardship reports, RFP exhibits, and vendor assessments.
• Lead customer open enrollment strategy, readiness, and customer/employee-facing presentations and materials as needed.
• Work collaboratively with other members of the consulting delivery team to support the development and implementation of strategic initiatives, including self-funding transitions, compliance roadmaps, and administrative system setups.
• Stay updated on industry trends, best practices and regulatory changes and support education and enablement of customers regarding these developments.
• Collaborate with cross-functional teams, including but not limited to sales, data operations, and product, to identify and support business development and operational improvement opportunities.
• Maintain strong relationships with all customers, strategic carrier/TPA/PBM partners, and internal Bennie collaborators.
• Oversee complex customer escalation management, carrier billing reconciliations, eligibility audits, and contract implementations across multiple lines of coverage.
• Partner with Enterprise Consultants during the onboarding process to project-manage seamless customer transitions onto Bennie's platform and service model.

Requirements: 

• 4+ years of account management experience supporting a benefit consulting team and enterprise/large-group book of business (~500+ lives).
• Robust experience working with fully insured and self-funded medical benefits programs and service channels, and most ancillary lines of coverage.
• Active Life & Health Producer’s License.
• Demonstrated executive presence and strong presentation skills tailored to senior HR leadership and benefit directors.
• Demonstrated proficiency with AI productivity tools and comfort with prompts that support efficient work processes.
• Strong proficiency in MS Excel, Word, and PowerPoint.

Nice to Have: 

• Experience working with today’s leading HR/Benefits technology platforms (e.g., Workday, UKG, ADP, Businessolver, PlanSource, Benefitfocus).
• Professional designations (e.g., CEBS, GBA, PHR, SHRM-CP).
• Prior experience in a high-growth consulting or tech-forward brokerage environment.

Compensation & Benefits:

We offer a competitive salary for this fully remote position, commensurate with experience and qualifications. The estimated annual salary range for this role is USD80,000 to USD120,000*.

*Final offer amounts are determined by multiple factors including candidate experience and expertise and may vary from the amounts listed above.

Please note that the compensation details listed above reflect the base salary only, and do not include incentive pay, equity, or benefits. Bennie offers a total rewards package that includes stock options and employee benefits for full-time employees. 

Our total rewards package includes the following:

• Flexible Time Off: We have a flexible vacation policy and offer paid company holidays
• Remote-first environment: Bennie is 100% remote (must be based in the US)
• Health Benefits that include: 
• Medical/Dental/Vision 
• HSA & FSA, HRA, Life, Disability, & Employee Assistance Program
• Wellness Benefits that include: 
• Headspace
• Wellhub
• Rocket Lawyer
• One Medical Membership
• Kindbody
• Financial education with Betterment 
• Stock Options: All full-time employees are granted stock options 
• Remote Work Stipend: A $1,000 WFH Stipend 
• Paid Parental & Bonding Leave
• Employee Referral Bonus Program 

Bennie is an Equal Opportunity Employer

Bennie is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.