Agent Success Manager Jobs in Ohio (NOW HIRING)

Job Description Benefits Success Manager Setting/Hours: 100% In-Office | 8-5 Join trak group in partnering with a growing client in Cincinnati, Ohio that's expanding its Shared Services team. Position Overview We are seeking a relationship-driven Benefit Success Manager to serve as a primary advocate and point of contact for employer clients. This position partners closely with Benefit Consultants to onboard new clients, implement benefit programs, educate employees and administrators, manage renewals, and deliver an exceptional ongoing client experience.

The Benefit Success Manager works directly with business owners, C-suite executives, and HR administrators at organizations with approximately 10-300 employees. The ideal candidate combines strong account management and customer service skills with the confidence to lead client meetings, solve problems, and coordinate effectively across Sales, Claims, Administration, and external benefit partners. Key Responsibilities Client Relationship Management Serve as a primary point of contact for assigned employer clients.

Develop trusted relationships with business owners, executives, HR administrators, and other client stakeholders. Respond to client questions and coordinate timely resolution of service issues. Conduct proactive outreach to existing and prospective clients to understand needs and strengthen relationships.

Identify opportunities to improve the client experience and overall service delivery. Support client retention through proactive communication, education, benefit reviews, and renewals. Benefits Implementation & Education Partner with Outside Benefit Consultants during client visits to gather requirements and support new policy implementations.

Coordinate onboarding activities to ensure a smooth transition for new clients and their employees. Educate client administrators and employees on benefit processes and available resources. Coordinate and lead client renewal meetings.

Process benefit plan implementations, changes, and exceptions within internal systems. Ensure client requirements are accurately communicated across internal teams. Account Administration Maintain accurate prospect and client information within the CRM.

Document client interactions, follow-up activities, and account notes. Generate client reports, member packets, refund notices, and other benefit-related materials. Manage Agent of Record updates and related administrative processes.

Research and resolve prescription-related issues with pharmacy vendors. Assist with preparation of client proposals, presentations, and sales collateral. Cross-Functional Collaboration Serve as the liaison between clients and internal Sales, Claims, and Administration teams.

Partner with Benefit Consultants to ensure client expectations and commitments are met. Coordinate internally to resolve complex account or member issues. Communicate account updates, concerns, and opportunities to appropriate stakeholders.

Help improve internal processes that affect client satisfaction and retention. Required Qualifications College degree or equivalent combination of education and professional experience. 3+ years of account management, business development, client services, or related experience.

Strong relationship-building and customer service skills. Confidence communicating directly with business owners, C-suite executives, and HR professionals. Ability to lead professional in-person client meetings and presentations.

Strong written and verbal communication skills. Excellent organizational skills and attention to detail. Ability to manage multiple accounts, deadlines, and priorities with limited supervision.

Proficiency with Microsoft Outlook, Word, Excel, and PowerPoint. Experience working within CRM platforms and performing basic data manipulation. Willingness and ability to obtain required insurance licensing.

Ability to travel up to 50%, primarily for local and regional client meetings. Preferred Qualifications Employee benefits or health insurance industry experience. PBM/pharmacy benefits knowledge.

Experience supporting employer-sponsored benefit programs. Inside customer service or client success experience. Experience managing renewals, implementations, or benefit enrollment activities.

Existing health and/or insurance licensing. Ideal Candidate Profile The strongest candidate will be a client-facing relationship manager who enjoys both people and process. This person should be comfortable sitting across the table from a business owner or HR leader, explaining benefits clearly, addressing concerns, and then coordinating internally to make sure commitments are executed accurately.

Success in this position requires someone who is proactive rather than reactive-a person who follows up without being prompted, keeps detailed account information organized, anticipates client needs, and takes ownership of issues through resolution. Previous employee benefits or PBM experience is particularly valuable, but strong account managers from other service-oriented industries may also translate well. Benefits Medical, dental, and vision insurance Life insurance 401(k) with company match Paid time off Professional development assistance If you're ready to take the next step in your career and want to make an impact, partner with trak group to explore this opportunity.