Sheredy Conley
Lenexa,KS
Summary
Goal-oriented and relationship driven Client Success Manager adept at promoting customer loyalty and maintaining retention with proactive and hands-on strategies. Effective at giving diverse customers highly positive experiences as primary liaison and company representative. Team player ready to bring 22 years of experience and take on a challenging new role.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Senior Client Success Manager Wellness/Ancillary Products
Blue Cross Blue Shield of Kansas City
Kansas City, MO
06.2016 - Current
- Client and broker facing expert for the Blue KC wellness engagement tool and ancillary products
- Strategizes with clients, brokers and sales tto provide a customized solution to each client
- Expanded book of business to include all employer groups with Blue KC coverage
- Sole client facing contact for all groups on wellness consumer engagement tool and ancillary products while still maintaining 100% client satisfaction
- Managed product vendors (Wellness, Life, EAP, International Insurance, Vision, Dental, HSA, Discount program, Weight management behavioral health program) while streamlining processes and decreasing costs
- Analyzed client data reports to ascertain renewal risk and used this information to strategize with clients and brokers to affect positive changes in client programming
- Managed the wellness and ancillary employees leading to their career growth
- Strategic planning for the company on the future of the wellness engagement product
- Tailored customer relationships by determining expected needs and finding correct solutions
- Communicated and presented to a wide variety of populations including HR teams, C Suite, brokers, and directly to Blue KC members
- Collaborate cross functionally with external and internal stakeholders to increase sales and act as SME on the partner lifecycle and increase value driven utilization.
- Monitored metrics and developed actionable insights to improve efficiency and performance.
- Played instrumental role in client satisfaction by working with operational teams for proper resolution of service issues.
- Established strong relationships with key customers, resulting in increased customer loyalty.
Senior Client Success Manager Wellness Consumer Engagement Product
Blue Cross Blue Shield of Kansas City
Kansas City, MO
06.2012 - 06.2016
- Increased book of business of clients to align with brokers and sales teams
- Managed a team of 4 client success consultants, mentoring them to professional success
- Managed an RFP process for wellness consumer engagement tool vendor while facilitating the successful transition of all Blue KC clients to the new platform with 100% client satisfaction
- Innovated communication tools, SOP’s and marketing materials to help clients and brokers find content
- Instrumental in creating the Blue KC overall wellness consumer engagement tool strategy.
Dedicated Client Success Manager Wellness Consumer Engagement Product
Blue Cross and Blue Shield of Kansas City
Kansas City, MO
06.2010 - 06.2012
- Dedicated account management to the highest revenue groups at Blue KC to provide concierge level service for the wellness consumer engagement tool
- Evaluated customer problems, implemented resolutions and followed up with clients to manage additional problems and maintain satisfaction
- Weekly meetings with clients to promote client satisfaction and keep all parties abreast of changing environment
- Planned, articulated and executed client development strategies.
Education
Bachelor Of Science - Recreation with Health Promotion Emphasis
Emporia State University
06.2001
Skills
- Facilitating lasting professional relationships with brokers and clients
- Vendor management
- Exceeding strategic goals
- Excellent virtual communicating and presenting skills to all levels of organizations from members to C suite
- Independent and self-motivated
- Extensive knowledge of health insurance industry with a producers license
- Strong customer service focus and skill to drive successful outcomes
- Customer Account Management
Certification
Kansas Life and Health Insurance License, 2016, 17344501
Accomplishments
- 100% client satisfaction for the past 12 years
- 99% client retention rate resulting from outstanding engagement, dynamic support, and personal attention
- Developed a stellar reputation as the trusted, go-to contact for clients, brokers and Blue KC sales team on wellness consumer engagement tool and ancillary products
- Alleviated customer issues immediately through careful research, case triaging and active listening, enabling problems to be remedied.
- Negotiated vendor contracts to keep operational costs down and improve product quality
Timeline
Senior Client Success Manager Wellness/Ancillary Products
Blue Cross Blue Shield of Kansas City
06.2016 - Current
Senior Client Success Manager Wellness Consumer Engagement Product
Blue Cross Blue Shield of Kansas City
06.2012 - 06.2016
Dedicated Client Success Manager Wellness Consumer Engagement Product
Blue Cross and Blue Shield of Kansas City
06.2010 - 06.2012
Bachelor Of Science - Recreation with Health Promotion Emphasis
Emporia State University