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Vice President, Customer Relationship Management (National Accounts)


Roseland, NJ
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Job Details

Position Title: Vice President, Customer Relationship Management (National Accounts)
Job Code: 451918
Job Location: New Jersey-Roseland

Reporting to the VP of National Accounts, this role is accountable for the development and execution of the National Accounts account management strategy to support the achievement of our regional and national goals & metrics.

This role will lead several regional teams comprised of Regional Account Directors (RADs), Account Managers (AMs) and Sales Assistants (SAs) who are accountable to manage the day-to-day services needs of the complex 5,000 lives market segment.  This individual will work collaboratively with the RVP’s to fulfill the strategic direction of our regional and national goals & metrics overall.  Additionally, this leader will need to demonstrate an ability to operate successfully in a matrixed reporting line environment.  This role will work closely with the Service Delivery Organization and our Product partners to ensure we achieve effective implementations, successful remediation efforts when needed and build, design and communicate effective value propositions to our customer base.



·          Attract, coach, develop, and retain top Regional Account Director (RAD) talent.

·          Collaborate with the National Accounts RVPs to create and deliver strategy that is beneficial to our pursuit of regional and national goals and objectives.

·          Collaborate with the Product VPs, Claims VPs, IT VPs and the Vice President of CRM for the Premier segment to drive persistency and positive business results.

·          Accountable for the development and execution of the National Accounts account management strategy which will align to and support the achievement of the National Accounts segment as well as each region’s financial goals/metrics.

·          Oversee the Regional Account Director's (RAD) execution of customer plans to ensure alignment with regional strategies.

·          Ensure Relationship Management Team leverages marketing portfolio tools to position our current value proposition to our customers and producers.

·          Accountable for ensuring all customer service processes are designed to provide the proper controls with documentation to mitigate business risks associated with each customer service transaction.

·          Partner with Service, Claims, Underwriting and other internal business partners to ensure superior customer experience.

·          Lead and participate in strategic projects and initiatives across Group Insurance and Prudential overall




·       Bachelors degree is a plus and a MBA is desirable.

·       A minimum of 10 years of leadership experience within Account Management or customer service operations.

·       Knowledge of the Group Insurance marketplace including customer acquisition, underwriting process, administrative operations (billing, medical underwriting, claims process) and contracts.

·       Knowledge and understanding of pricing and general underwriting concepts.

·       Excellent communication and presentation skills.

·       Active Group Life and Health Insurance license or obtained within 120 days of hire.

·       Approximately 30% travel required.


Important notice: Any applicant selected for this position will be required to submit to an extensive background screening and a credit check. Failure to comply will eliminate an applicant from consideration for this position. Any negative information obtained as a result of the background screening may result in the disqualification of the applicant from this and any other position in Prudential, including their current position if they are an internal applicant.

Join Prudential’s Group Insurance and be a part of one of the strongest, most respected group insurance companies in the nation, where you’ll have the opportunity to move your career forward in a dynamic, solutions-oriented team environment.

Prudential is a multinational financial services leader with operations in the United States, Asia, Europe, and Latin America. Leveraging its heritage of life insurance and asset management expertise, Prudential is focused on helping individual and institutional customers grow and protect their wealth. The company's well-known Rock symbol is an icon of strength, stability, expertise and innovation that has stood the test of time. Prudential's businesses offer a variety of products and services, including life insurance, annuities, retirement-related services, mutual funds, asset management, and real estate services.

We recognize that our strength and success are directly linked to the quality and skills of our diverse associates. We are proud to be a place where talented people who want to make a difference can grow as professionals, leaders, and as individuals. Visit to learn more about our values, our history and our brand.

Prudential is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, genetics, disability, age, veteran status, or any other characteristic protected by law.

Note that this posting is intended for individual applicants. Search firms or agencies should email Staffing at for more information about doing business with Prudential.
Job Function: Insurance
Schedule: Full-time
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