National Accounts Relationship Manager

About the role

• Job Title: National Accounts Relationship Manager
• Number of Positions: 1
• Location: Indianapolis, IN
• Location Specifics: Fully Remote

Job Summary

The National Accounts Relationship Manager is responsible for the strategic management, retention, and profitable growth of a portfolio of large, complex, and geographically diverse employer groups and broker or consultant relationships.

Serving as the primary relationship leader, this role develops account strategies, coordinates service delivery across internal teams, leads renewal and implementation activities, resolves escalated issues, and identifies opportunities to expand dental, vision, life, disability, and ancillary coverage.

The National Account Manager combines consultative account leadership, financial and renewal acumen, and strong execution to deliver a consistent national client experience.

• Develop and execute strategic account plans for assigned national accounts, including retention, growth, client engagement, service delivery, and relationship objectives.
• Build and maintain relationships with client decision-makers, benefits leaders, brokers, consultants, and other key stakeholders across multiple locations or business units.
• Serve as the primary point of accountability for the overall client experience; coordinate internal partners to provide timely, consistent, and effective service.
• Lead regular client and broker meetings, stewardship reviews, business reviews, and strategic planning discussions; communicate performance, trends, risks, and recommended actions.
• Partner with sales leadership, underwriting, implementation, operations, claims, billing, and other teams to develop and deliver renewal strategies, rate actions, plan design alternatives, and proposals.
• Analyze account performance, utilization, service metrics, financial results, and client feedback to identify risks, improvement opportunities, and solutions aligned with client objectives.
• Identify and pursue opportunities to add lines of coverage, expand participation, and strengthen the overall relationship while supporting profitable growth.
• Negotiate and coordinate renewal appeals, service commitments, and plan changes with internal partners, brokers, consultants, and policyholders.
• Lead or support finalist presentations, implementation planning, enrollment strategy, open enrollment meetings, and communication planning for new and existing national accounts.
• Develop account-specific service strategies and escalation plans; own resolution of complex, non-routine issues and communicate progress through closure.
• Anticipate accounts at risk, document concerns and action plans, and engage appropriate leaders and partners early to support retention.
• Maintain complete and accurate client documentation, opportunities, issues, meetings, commitments, and follow-up activities in Salesforce.
• Keep clients and brokers informed of product, service, process, and policy enhancements that may affect their benefit programs.
• Serve as a subject matter resource to account management and sales associates; share best practices and contribute to training and development as appropriate.
• Identify process, policy, technology, or service gaps that may affect client satisfaction and collaborate with internal partners to implement improvements.
• Participate in departmental and enterprise initiatives that improve service, efficiency, knowledge, and the client experience.
• Perform other duties and responsibilities as needed or assigned by the Director.

Minimum Requirements

• Bachelor's degree in business administration or a related field, or an equivalent combination of education, training, and experience.
• At least five years of experience in employee benefits account management, sales, sales support, underwriting, or client service, including experience with large, complex, or national accounts preferred.
• Experience leading renewals, client presentations, strategic business reviews, service escalations, and cross-functional account initiatives.
• Group dental, vision, life, disability, and ancillary product knowledge strongly preferred.
• Ability to analyze and resolve complex problems, use independent judgment, and communicate effectively with internal and external contacts.
• Experience with Salesforce.com or a comparable CRM platform preferred.
• Proficiency in Microsoft Outlook, Excel, PowerPoint, and Word.
• State health insurance license required or must be obtained within three months of employment.
• Up to 25% travel as needed.
• Valid driver's license and ability to operate a motor vehicle, when necessary to implement and service groups.

Technical Qualifications

• Experience using Salesforce.com or a comparable CRM platform.
• Willingness to learn and adopt new tools, technologies, and process improvements, including automation or AI-enabled solutions.
• Uses AI tools responsibly within company, security, and compliance guidelines.

Pay Range

130,000-$140,000 + variable compensation