Hennessy Butler

• Provide technical support post-sale to a dedicated book of large enterprise clients utilizing LinkedIn Hiring Solutions SaaS.
• Utilize client feedback and inquiries to determine root cause of technical issues.
• Collaborate internally with the sales, finance and engineering teams to provide white-glove member service and resolution in accordance with outlined Service Level Agreements (SLAs).
• Maintain a Rep Satisfaction and Member Response/Resolution rate of 90% or higher based on role KPIs.
• Utilize a queue-based support model to meet and exceed role metrics by receiving and resolving over 100 client inquiries weekly.
• Utilize data and analyze client’s in-product habits to provide consultation on LinkedIn products and features.
• Conduct calls via Teams and Zoom with stakeholders ranging from department directors to C-Suite and individual users to troubleshoot, answer inquiries, provide product demos, and advise best practices for the software.
• Collaborate internally with managers, cross-functional partners, and peers to ensure effective information flow and provide feedback on process, policy, and product changes that impact users using Microsoft Teams, Slack, etc.
• Keep record of all advice and assistance provided to clients utilizing CRM tools (D365, Salesforce, JIRA, Slack, Confluence, SharePoint, etc.)
• Ensure that all issues are escalated appropriately to the correct internal departments and management.
• Utilize data and share account insights and collaborate with Account Managers and Customer Success Managers to better support the success of the account.
• Demonstrate functional understanding of customer experience from relationship development to issue resolution, as well as the customers' business and objectives.

•Manage a portfolio of accounts, delivering job automation and integration support via a structured queue-based system.
•Communicate with clients through email and video calls to resolve inquiries and ensure a smooth experience.
•Assist clients with job feed development, deployment, and maintenance on LinkedIn’s platform.
•Leverage expertise in HTML, XML, JavaScript, RSS, API feeds, and integrations to troubleshoot and guide clients effectively.
•Evaluate client inquiries, diagnose issues, and deliver timely solutions to ensure minimal disruption.
•Collaborate with Applicant Tracking System (ATS) partners (e.g., Greenhouse, Workday, Jobvite) to ensure efficient job posting for shared clients.
•Act as a Subject Matter Expert (SME) to support colleagues and cross-department teams internally.
•Maintain and update internal resources (JIRA, Confluence, SharePoint, Slack) to ensure accurate troubleshooting and knowledge sharing.
•Engage with internal escalation channels, collaborating with Engineering, Management, and other departments to resolve complex issues.
•Consistently achieve and maintain key performance metrics, including a client satisfaction and resolution rate of 90% or higher.
•Display a strong understanding of web technologies and data formats (HTML, XML, JavaScript, RSS, API).
•Showcase strong communication skills with the ability to explain complex technical concepts to non-technical audiences.

· Provide world-class assistance to clients and members through live chat, email, and phone, ensuring every interaction reflects LinkedIn’s commitment to excellence and customer satisfaction.

· Assess and understand client needs quickly, delivering effective solutions for product inquiries and technical challenges while ensuring timely follow-ups and case resolution.

· Serve as a trusted advisor by guiding clients through product features, offering best practices, and providing tailored recommendations to maximize their success with LinkedIn Talent Solutions.

· Conduct training sessions and product walkthroughs to help clients adopt new features and enhance their user experience, ensuring they extract maximum value from LinkedIn’s offerings.

· Manage and prioritize a queue of client interactions, consistently achieving daily targets for completed cases, first-contact resolution, and response times.

· Analyze client data and product usage to identify trends and proactively address potential issues or opportunities for growth. Based on these analyses, provide clients with insights and strategic recommendations.

· Act as the liaison between clients and internal teams by providing feedback on product performance, suggesting improvements, and ensuring a seamless flow of information regarding policy or system changes.

· Maintain detailed and accurate records of client interactions, resolutions, and account activity using LinkedIn’s internal tools and systems, ensuring transparency and knowledge sharing across teams.

· Spot opportunities for upselling and cross-selling by identifying client needs that align with additional LinkedIn solutions, contributing to overall account growth and retention.

· Recognize when issues require deeper investigation, escalate appropriately to internal teams, and keep clients informed throughout the process.

· Serve as the client's voice on LinkedIn, championing their needs and ensuring they are reflected in product updates and strategic decisions.

· Continuously expand knowledge of LinkedIn Talent Solutions products and industry trends through regular training and self-development initiatives.

· Embody LinkedIn’s mission, values, and culture in every interaction, fostering a positive and inclusive environment both internally and externally.

• Foster a welcoming, professional environment while demonstrating expert knowledge of Allstate products and services.
• Proactively reach out to potential clients through calls and outreach efforts to grow the customer base.
• Interview prospective clients to assess their financial resources, understand existing coverage, and identify gaps or opportunities for enhanced protection.
• Follow up with policyholders to explain policies, review insurance programs, recommend coverage updates, and adjust beneficiaries as needed.
• Collaborate with management to develop effective sales scripts and talk paths for new agents, ensuring consistent messaging and improved conversion rates.
• Develop and implement targeted marketing strategies to remain competitive in the insurance market and increase brand visibility.
• Participate in local office events aimed at driving revenue, increasing awareness of Allstate products, and supporting community engagement activities.
• Perform administrative duties, including maintaining accurate client records, handling policy renewals, and ensuring timely follow-ups.
• Monitor and follow up on insurance claims to ensure fair settlements for both clients and the agency, reinforcing trust and transparency.
• Stay informed about industry trends and competitors to refine sales strategies and outperform market competition.
• Seek out opportunities to cross-sell and upsell Allstate products, enhancing clients’ overall insurance coverage.

• Proactively manage daily tasks and assignments to meet productivity goals and adhere to company scheduling guidelines, ensuring efficient claims processing.
• Research and analyze accounts to ensure proper adjudication, verifying that claims are complete, accurate, and compliant with VA regulations.
•Review and approve or deny payment for medical services rendered by doctors and non-VA care facilities, ensuring payments align with contractual agreements and VA guidelines.
• Validate the accuracy of authorized procedures through diagnosis codes and CPT/HCPCS codes to ensure correct billing and reimbursement.
• Thoroughly examine claims for missing, incomplete, or incorrect information, and take corrective action to prevent payment processing delays.
• Perform electronic claims editing and submit claim validation to the VA Central Business Office (CBO) for payment processing. Ensure all required documentation is included for seamless adjudication.
• Use key VA systems, including the Fee Basis Claims System (FBCS), VistA, and the Claims Processing & Eligibility (CP&E) system.
• Apply VA contract terms and guidelines to ensure the accuracy of payment calculations while documenting all claims processing activities in the appropriate VA systems.
• Stay current on applicable VA regulations, policies, and procedures regarding claims adjudication, ensuring compliance and accuracy in all processes.
• Ensure proper access to all assigned client systems and maintain compliance with security protocols.
• Meet and exceed monthly productivity and accuracy standards for performance-based bonuses and contributing to team success.
• Maintain a NACi or higher-level security clearance to support government contracts (DoD, VA, etc.) and ensure compliance with government regulations.
• Operate office equipment to process and manage claims, including computers, telephones, copiers, and fax machines.