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
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
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
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
Kansas Life and Health Insurance License, 2016, 17344501
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