OVERVIEW
Alera Group is looking for a Lead Client Success Associate, Employee Benefits. We are seeking highly motivated colleagues who bring experience and enthusiasm to our team - joining us may be the perfect fit for you!
Alera Group was founded in 2017 and has grown to become the 15th largest broker of US business. We are passionate about our clients' success in the areas of Employee Benefits, Property and Casualty Insurance, Retirement Plan Services, and Wealth Services. With a network of offices nationwide, our commitment to collaboration allows us to offer national resources combined with local service.
RESPONSIBILITIES
The Lead Client Success Associate owns all aspects of client-facing service for a defined book of employee benefits clients, while also supporting the growth and development of the Client Success Associate team. This position leverages deep technical knowledge of employee benefits, strong client relationship skills, and exceptional organizational ability to deliver a best-in-class client experience. The individual in this role will report to the Manager of Client Services, Small Group.
Primary Responsibilities
- Serve as the primary point of contact for the client's ongoing service delivery through coordination with all internal and external resources supporting the client
- Build personalized client relationships through demonstrated ownership of the service plan and multiple channels of communication such as phone, email and in-person meetings
- Create proposals summarizing programs and options, service plans, and other deliverables that support client decision-making
- Analyze risk and coverage program structure; recommend and execute plan changes
- Evaluate quotes and present comparisons; participate in client presentations as appropriate
- May lead open enrollment meetings to present coverages and benefits to client employees
- Collaborate with the service team to manage and oversee new business and renewal processes following established workflows
- Engage with clients to create underwriting submissions; assemble materials for carrier marketing
- Communicate with underwriters and negotiate premiums, coverage, and terms on behalf of clients
- Maintain complete and accurate client files including all activities, documents, and correspondence in the agency management system
- Develop and maintain strong relationships with insurance carriers; stay informed about products and underwriting approaches
- Advocate for each unique client, ensuring their needs are met and service expectations are exceeded
- Oversee client portal accuracy and consult on access decisions
- Work cross-functionally with other departments to ensure a seamless and timely service experience
- Contribute to enterprise-wide service delivery by coordinating with other business units
- Stay current on insurance forms, carrier products, industry trends, and legislation relevant to small group clients
Lead Responsibilities
- Act as a first point of contact and subject matter expert for other CSAs, particularly in the small group segment
- Support onboarding and peer training; help identify skill gaps and share best practices
- Coordinate with Managers of Client Service and Producers to ensure service alignment
- Perform or delegate peer reviews of spreadsheets, deliverables, and client materials to ensure accuracy
- Monitor service workflows and recommend small group-specific process improvements
- Help manage team schedules and coordinate coverage across CSA team members
- Promote team connection, communication, and shared accountability
- Help oversee temporary support, interns, or vendor coordination as needed
- Lead by example in client service excellence, time management, and professionalism
QUALIFICATIONS
- At least 3 years of experience in a client-facing employee benefits role (e.g., CSA, Account Manager, or similar)
- Experience specifically with small group clients (typically under 100 employees) is strongly preferred
- Undergraduate degree preferred or equivalent work experience
- Active Life and Health Insurance License required
- Advanced knowledge of:
- HMO, PPO and HDHP plan structures
- Ancillary and voluntary benefits
- ACA regulations and compliance relevant to small group plans
- Proficient in Microsoft Office Suite (especially Excel and Outlook)
- Familiarity with agency management tools and platforms such as Zywave
- Excellent communication skills, both written and verbal
- High attention to detail and strong organizational skills
- Collaborative, team-oriented mindset with a passion for proactive client service
- Proven ability to lead by influence and support the development of peers
BENEFITS
This job requires presence in the office on a hybrid schedule as agreed with the manager.
Alera Group offers comprehensive benefits to our colleagues, including medical, dental, life and disability insurance, 401k, generous paid time off and much more.
Salary Range is $60K to 70K per year.
We're an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status, or any other protected class.
Alera Group is committed to protecting your privacy. Please review our Privacy Policy to understand what personal information we may collect and use as part of your application process.
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