Stephen Weisbrod
Pittsburgh,PA
Summary
Dynamic leader with a proven track record at Reliance Matrix, excelling in account management and inter-department collaboration. Spearheaded platform integration and national account strategies, enhancing operational efficiency and client satisfaction. Skilled in active learning and fostering team growth, significantly contributing to long-term business success.
Overview
6
6
years of professional experience
Work History
Platform Relationship Specialist
Reliance Matrix
Pittsburgh, PA
09.2023 - Current
- Serves as the primary point of contact for clients and internal teams regarding platform set-up, migration, and ongoing relationship management.
- Oversee client integration onboarding to ensure smooth implementation and proper use of the integration’s tools.
- Coordinate and lead annual platform review forums, gathering feedback from sales, account management, and implementation to identify opportunities and document successes.
- Develop and document processes for operational efficiency, continuous improvement, and enhanced customer experience via platform integrations.
- Create and update process templates, FAQs, and best practices for future platform integrations.
- Support finalist meetings to ensure that potential clients have a thorough understanding of Reliance Matrix’s platform integration offerings.
- Manage and grow the platform book of business, ensuring long-term success and value.
- Conduct platform demos for clients and collaborate with sales on platform partnership strategies.
- Lead ongoing training sessions for sales, account management, and implementation to ensure our internal teams are proficient in our platform offerings.
- Liaise between internal teams (sales, billing, underwriting, product) and platform partners to ensure alignment and operational effectiveness for new client onboarding, and in force client conversions to our integrations.
- Communicate and document platform limitations, ensuring all stakeholders are informed.
- Represent the company at industry events, such as platform trade shows and broker events, to expand platform partnerships and relationships.
National Accounts - Supervisor
Reliance Matrix
Pittsburgh, PA
07.2022 - 09.2023
- Managed a team of 7 National Account Consultants, 4 Client Service Representatives, and up to 4 temporary employees.
- Partnered with the Director of National Accounts to identify areas for improvement in training, team assignments, and process efficiencies.
- Evaluated staffing and training needs, working closely with the Director to optimize operational efficiency in the National Accounts sector.
- Created and tracked team performance metrics and workflows, ensuring alignment with departmental goals for persistency, client satisfaction, and profitability.
- Assisted direct reports in resolving service issues within the national accounts block, ensuring timely and effective responses.
- Delivered one-on-one and group training sessions to ensure successful onboarding and ongoing professional development for team members.
- Fostered strong collaboration with sales, operations, underwriting, and other key departments to enhance client experience and inter-departmental synergy.
- Managed escalated client concerns with the Director of National Accounts, ensuring swift resolution and high client satisfaction.
- Developed and maintained Standard Operating Procedures (SOPs), Best Practices, and support materials to guide day-to-day team activities.
- Spearheaded key programs within National Accounts, including Lost Client Handling, data feed installations, and payroll calendar management.
- Supported team member growth by aligning career goals with company expectations, regularly monitoring and improving performance.
Senior National Accounts Consultant
Reliance Matrix
Pittsburgh, PA
06.2019 - 07.2022
- Partner with Executive and Strategic Client Managers on a book of business comprised of 25 clients with between 3,000 and 150,000 lives each.
- Collaborate and engage with Operations, Underwriting, and Sales business partners to realize client needs and deliver timely on client and broker commitments.
- Support Client and Broker data requests for the purpose of RFPs and employee population management.
- Manage and act as the interim Client Manager on cases that are transitioning to a new carrier.
- Train and support clients on the Matrix platform, as well as the Reliance Standard billing platform.
- Manage and facilitate the annual maintenance of client payroll calendars to ensure accurate benefit calculation.
- Facilitate plan changes to both fully insured and self-insured lines of coverage to meet the evolving needs of client’s leave and disability plans
- Assist in the development and maintenance of client specific communications to ensure their employees have a clear understanding of their benefits, and how they function.
Education
Bachelor of Science - Fashion Industry Management
Philadelphia University
Philadelphia, PA06-2012
Skills
- Open-mindedness
- Self-awareness
- Collaborative approach
- Active learning
- Account management
- Inter-department collaboration
Timeline
Platform Relationship Specialist
Reliance Matrix
09.2023 - Current
National Accounts - Supervisor
Reliance Matrix
07.2022 - 09.2023
Senior National Accounts Consultant
Reliance Matrix
06.2019 - 07.2022
Bachelor of Science - Fashion Industry Management
Philadelphia University
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