Lead Account Manager - West

Description and Requirements
Role Value Proposition
Account Managers are a key role in the Regional Business service delivery model. The role is a single point of contact for Brokers and provides key support functions across our different Regional Market customer segments, as well as support our sales partners with internal and external pre and post-sale activities associated with the acquisition of new business and in maintaining existing customer relationships.
Key Responsibilities

• Directly aligned to assigned distributions' book of business for 2-5K lives that focuses in on the markets most complex book of business.
• Accountable for building and maintaining strong relationships with broker account teams and clients as needed to ensure satisfaction and loyalty
• Facilitate weekly calls with internal partners who share common broker/customer relationships to ensure deliverables are met
• Serve as the single point of contact for brokers with overall accountability for broker service-related customer inquiries and escalations, and work with internal partners to meet expectations and resolve all concerns including but not limited to experience reports and broker commissions.
• Accountable for identifying opportunities to cross sell additional products and re-enrollment opportunities to increase participation/revenue, in collaboration with Account Executive, and Underwriting.
• Accountable for leading and coordinating customer and broker facing meetings either in person or virtually including stewardship and renewals in partnership with Account Executive and Client Service Consultant.
• Track the performance of the services provided, analyze results and provide insights and recommendation for improvement. Present results, along with other members of the MetLife account team, at Broker Stewardship.
• Actively participate in finalist meetings for prospective customers and implementation meetings, as needed
• Demonstrate strong customer-specific product knowledge and provide consultative assistance regarding potential plan changes to customer benefit plans, while staying informed of specific customer activities taking place (acquisitions, divestures, layoffs, budget challenges, etc.)
• Responsible for book of business renewal oversight and persistency and profitability outcomes, in coordination with Account Executive and Underwriter.
• Develop and execute targeted marketing and education campaigns showcasing expertise, demonstrating value, and keeping clients engaged.
• Maintain accurate customer information, references, and account plans in salesforce.com, in collaboration with Client Service Consultant. Additionally, ensure all compliance requirements are met.
• Ensure timely submission and validation of Broker of Record (BOR) changes.
• Mentor newly hired associates and assist with process training. Able to serve as a subject matter expert across a wide range of products and processes

Required Experience and Skills:

• 7+ years related industry experience, such as account management or customer service working in a fast paced, complex sales and service environment
• Expert group benefits product knowledge and possess in-depth knowledge of plan designs, benefit features and how claims are paid.
• In-depth understanding of industry marketplace and legal developments.
• Proactive customer focused mindset
• Strong focus on customer satisfaction and obtaining results
• Proven ability in building relationships both internally and externally with people at all levels of the organization.
• Ability to analyze data to influence and execute on renewal decisions
• Excellent presentation skills, oral and written communication skills
• Strong attention to detail
• Lead team meetings
• Advanced critical thinking and problem-solving skills to deliver client focused solutions.
• Strong commitment to meeting metrics
• Strong computer navigation skills and ability to work in multiple systems simultaneously (Microsoft suite, different company platforms)
• Expert experience using Salesforce
• High School diploma
• Must already hold or be able to obtain State Life, Accident and Health license within 90 days of date of hire
• Regular travel in local market (10% - 20%)

Preferred Experience and Skills

• Bachelor's degree in related field
• 10+ years related account management or customer service experience in the insurance industry

Location

• Positions available in the following locations: San Francisco, CA; Irvine, CA; Seattle, WA; Phoenix, AZ

The salary range for applicants for this position is San Francisco, CA; Irvine, CA; Seattle, WA: 105,200 - 140,100 + incentive. Phoenix, AZ: 91,400 - 121,900 + incentive..
Benefits We Offer
Our U.S. benefits address holistic well-being with programs for physical and mental health, financial wellness, and support for families. We offer a comprehensive health plan that includes medical/prescription drug and vision, dental insurance, and no-cost short- and long-term disability. We also provide company-paid life insurance and legal services, a retirement pension funded entirely by MetLife and 401(k) with employer matching, group discounts on voluntary insurance products including auto and home, pet, critical illness, hospital indemnity, and accident insurance, as well as Employee Assistance Program (EAP) and digital mental health programs, parental leave, volunteer time off, tuition assistance and much more!
About MetLife
Recognized on Fortune magazine's list of the 2024 "World's Most Admired Companies", Fortune World's 25 Best Workplaces™ for 2024, as well as the 2025 Fortune 100 Best Companies to Work For ®, MetLife , through its subsidiaries and affiliates, is one of the world's leading financial services companies; providing insurance, annuities, employee benefits and asset management to individual and institutional customers. With operations in more than 40 markets, we hold leading positions in the United States, Latin America, Asia, Europe, and the Middle East.
Our purpose is simple - to help our colleagues, customers, communities, and the world at large create a more confident future. United by purpose and guided by empathy, we're inspired to transform the next century in financial services. At MetLife, it's #AllTogetherPossible . Join us!
MetLife is an Equal Opportunity Employer. All employment decisions are made without regards to race, color, national origin, religion, creed, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity or expression, age, disability, marital or domestic/civil partnership status, genetic information, citizenship status (although applicants and employees must be legally authorized to work in the United States), uniformed service member or veteran status, or any other characteristic protected by applicable federal, state, or local law ("protected characteristics").
If you need an accommodation due to a disability, please email us at [email protected]. This information will be held in confidence and used only to determine an appropriate accommodation for the application process.
MetLife maintains a drug-free workplace.
San Francisco, CA; Irvine, CA; Seattle, WA: 105,200 - 140,100 + incentive. Phoenix, AZ: 91,400 - 121,900 + incentive.
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