Melanie Egger
Elkhorn,NE
Summary
A customer relationship professional with over 10 years of experience including account management, new business implementation, and customer success, with a benefit administration technology background.
Ability to establish, cultivate, and maintain relationships with clients at all levels and develop ongoing positive and profitable relationships. Strong written and verbal communication skills. Work very effectively under pressure with strong prioritization and multitasking abilities. Ability to onboard/train with a positive, patient guiding principle. Analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude. Proficient in using independent decision-making skills and sound judgment to positively impact company success with minimal oversight.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Team Lead - Customer Success
Ease/Employee Navigator
01.2022 - Current
- Manage team of up to 8 CSMs, providing regular coaching, feedback, and skill development opportunities.
- Improve team productivity by implementing efficient project management strategies and streamlining communication channels.
- Spearheaded cross-functional initiatives that resolved complex issues and ensured timely resolution for clients.
- Continued management of key accounts to develop and maintain effective relationships with key stakeholders to better understand their needs and expectations.
- Assess and manage escalated issues, working with leadership of multiple departments to resolve.
- Worked closely with Learning and Development to create Workramp training plans for broker and employer groups.
- Created roadmap for new customer onboarding/retention strategy.
- Created playbooks for internal CSM processes to develop consistent processes.
- Influenced positive change within organization through strategic thinking, innovation, problem-solving abilities, and consistent leadership style.
- Developed monthly and daily production output plans to deliver on customer service and financial metrics.
- Worked directly with new CEO during acquisition to define new department processes.
Customer Success Manager – National Partnerships/Enterprise Accounts
Ease
10.2018 - 01.2022
- Managed largest national partnership on Ease platform, growing account revenue value 55% in 2021
- Drive adoption, growth, and retention of customers by thoroughly understanding of their business needs
- Work with C-level executives to develop strategic account and project plans with measurable outcomes
- Represent voice of customer through feedback and collaboration with internal partners on product development, marketing, and sales plans
- Onboarding and continuous cadence of communication with customers
- Collect and share data analytics around customer health metrics, NPS, and other feedback
- Consistently exceeded quarterly revenue goals, personally driving over $1M in connections revenue in 4 years.
- Collaborated with sales team to ensure seamless handoffs, resulting in smoother customer transitions.
- Identified upsell opportunities through frequent account reviews, contributing to increased revenue generation.
- Managed a portfolio of key accounts, maintaining strong relationships and ensuring high levels of satisfaction.
- Coordinated with internal teams to provide prompt support and address client needs efficiently.
- Leveraged data-driven insights to develop targeted strategies for enhancing overall client engagement levels.
- Generated reports and communicated results to stakeholders to provide insights into customer success
Account Manager
Catholic Mutual Group
10.2016 - 10.2018
- Managed employee benefits of 5 self-funded Arch/Diocesan accounts, coordinating all areas of coverage (health, dental, vision, and ancillary) with insureds, prospects, clients, and insurance companies
- Coordinated annual renewals including negotiating benefits with carriers, extensive use of spreadsheet comparisons, requesting RFPs and creating presentations for new and renewal accounts on all benefit products, SPD/SBC reviews, and creation of renewal proposal binders
- Assisted in face-to-face presentations, update/stewardship meetings and workshops
- Complete monthly benefit status reports from all carriers by compiling claims and billing reports for group review.
- Completed ACA reporting for accounts
Consultant, Case Management (Implementation Manager)
Lincoln Financial Group (LFG)
09.2011 - 09.2016
- Worked as primary customer facing touch point with field management, home office management, brokers, clients and internal business units through entirety of New Business Case Installation project process for ancillary and dental insurance coverages
- Independently managed activities from point of sale through completion of implementation and onboarding process for group insurance products
- Managed all communication and timelines, on behalf of clients, with brokers and sales reps during case on-boarding process
- Collaborated with internal partners on enrollment plans and assisted brokers in enrollment process
- Provided product marketing and enrollment materials to Benefit Counselors to meet needs of clients in educating its workforce on available benefits
- Responsible for ensuring accuracy and completeness of enrollments, billing, policies/certificates and effectively communicating with internal and external customers to timely resolve issues and discrepancies
- Assisted with licensing, applications, and commission agreements in compliance with company protocol.
Education
English Language And Literature
University of Nebraska - Lincoln
Lincoln, NECertificate - Health Information Technology
Metropolitan Community College
Omaha, NESkills
- Customer Account Management
- Ease/Employee Navigator Subject Matter Expert
- Strategic Planning
- Key accounts development
- CRM Software
- Negotiation
- Customer Advocacy
- Account Management
- Training and mentoring
- Report Analysis
- Project Planning
- Customer Retention
Certification
Certified Customer Success Manager – Pulse Academy by Gainsight
Timeline
Team Lead - Customer Success
Ease/Employee Navigator
01.2022 - Current
Customer Success Manager – National Partnerships/Enterprise Accounts
Ease
10.2018 - 01.2022
Account Manager
Catholic Mutual Group
10.2016 - 10.2018
Consultant, Case Management (Implementation Manager)
Lincoln Financial Group (LFG)
09.2011 - 09.2016
English Language And Literature
University of Nebraska - Lincoln
Certificate - Health Information Technology
Metropolitan Community College
Similar Profiles
Nicholas HickmanNicholas Hickman
Senior Client Software Specialist at Employee NavigatorSenior Client Software Specialist at Employee Navigator
Harneet KaurHarneet Kaur
Cashier Team Leader at Employee NavigatorCashier Team Leader at Employee Navigator
Mekdes MucheMekdes Muche
Case Manager (student Placement) at Anglicare - Navigator ProgramCase Manager (student Placement) at Anglicare - Navigator Program
Molly BrinkerMolly Brinker
Senior Vice President, Human Resources at U.S. BankSenior Vice President, Human Resources at U.S. Bank
Todd EhlerTodd Ehler
Sales Consultant, Direct Sales Center at Mutual of Omaha, IncSales Consultant, Direct Sales Center at Mutual of Omaha, Inc