Client Success Lead at Blue Cross and Blue Shield of North Carolina in Durham, North Carolina

Job Description:

The majority of our roles will continue working from home through September. Once campus restrictions begin easing in October, we will continue to encourage employees to take a virtual-first approach to their work when possible. As long as job responsibilities are not impacted, being in the office full-time will not be necessary or expected. During the interview process, our Talent Advisors will walk through our virtual-first approach and will answer questions you may have.

Additional Locations:

Telework - North Carolina

Job Description

Drive higher group financial value and service-level satisfaction by serving as a producer- and client-facing lead ensuring seamless quote-to-card process by engaging in sales and retention meetings, owning key elements of client delivery, and by ensuring client experience and satisfaction. Articulate and communicate the group service and product delivery value proposition externally and across the enterprise. Collaborate with key internal and external stakeholders to articulate the vision for group service and product delivery and refine and execute the enterprise roadmap for achieving that vision. Oversee all client needs, including management of RFP/RFI, implementation, renewal, issue resolution, product delivery, and inquiries from sales leadership, group executives, decision makers, agents and consultants. Refine and execute the group service experience model, directing team responsible for the comprehensive approach in managing the overall service strategy and product delivery for our clients. Foster culture of collaboration and accountability to meet Group Sales delivery, implementation, and enrollment needs.

• Oversee reliability and continuity of client services delivered to groups through quote-to-card and renewal process


• Engage with producers and clients to understand group needs, and align on Blue Cross NC ability to deliver. Utilize data and informatics to assess client needs and to deliver on product related strategies.


• Develop an infrastructure for customer facing operational and service review meetings and dealings with customer contacts with external roles. Maintain strategic framework for the active promotion of this key business function, realizing Blue Cross NC is a market-driven, solution-delivery organization.


• Create client implementation and enrollment roadmap, tracking Sales, Group CoE, and Operations against roadmap to ensure fulfillment and client readiness by effective date. Monitor, track, trend and report goal attainment results.


• Serve as client point of contact to address escalated issues or inquiries related to service and product delivery


• Lead team to identify and resolve escalated group issues and concerns. Ensure producer or client inquiries or issues are being resolved by Client Advocacy and Resolution support, managing escalations if necessary. Ensure remediation of the problem as well as resolution of any underlying systemic issues.


• Collaborate with business process owners to identify and share best practices, and communicate key client experiences to seek process and sales resource improvement opportunities


• Develop group outreach strategy and messages, using a variety of mediums and formats. Ensure pipeline accuracy by providing regular feedback to key customers and the sales team.


• Lead team in development of compliant, compelling, competitive and winning proposals, partnering with internal/external clients, and operations team.


• Provide ad hoc data functions and analyze group specific trends to support the business intelligence needs of the sales team to support external stakeholders. Lead cross-functional team in operations, sales support and data analysis in the development, prioritization and implementation of group specific engagements and results measurement.


• Manage client engagement delivery model including client advocacy, education, communication, wellness, and worksite promotions. Attend client meetings to promote and maintain strong relationships and ensure delivery of engagement protocols. Work with external clients, producers/consultants in conjunction with the sales team in effectively communicating Blue Cross NC's strategic support model and the role of the team in executing this important business function.

Hiring Requirements

• Bachelor's degree


• 6 years of experience in health care operations, strategic development or marketing


• In lieu of a degree, 9 years of experience in health care operations, strategic development or marketing


• 3 years in a leadership role


• Proven project management skills


• Must be able to obtain a North Carolina Health and Life Insurance license within the 60 days of employment in this position. Must possess and maintain a valid driver's license.

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