Client Services Manager
Provides strategic leadership to the largest, complex and national programs to drive strong retention and execute objectives and program goals.
This position is responsible for client retention, growth of revenue, evaluation and delivery of additional services to the customers, client satisfaction, and oversight of large, national programs.
Provides leadership to complex local, national, and multi-line customer programs requiring a high degree of customization and superior execution to ensure retention.
Provides complete oversight of new complex, national, or multi-line programs transition, including development of unique and customized implementation strategies and leadership of organizational best practices for implementation.
Responsibilities:
Implements organizational best practices for onboarding, servicing and retaining large, complex and national programs.
Develops customized implementations strategies based on the specific needs of individual, assigned programs Responsible for execution of key program objectives through the transition process and coordination of activity of all functional areas supporting the assigned program Evaluates RFPs and client requirements to assist with the sales process for large, complex, national programs Participates in new business and renewal presentations as required Provides direction to internal functional areas on client-specific requests to ensure timely and effective delivery of the requested services Upsells enhanced products and services Develops, recommends and implements short and long-range objectives consistent with clients' business goals, guidelines and programs.
Evaluates programs' trends and provides recommendations and consultation to the customers on complex and non-standard issues, including data, program management, direction Assists customers with interpretation of data analytics specific to their program Partners with data analytics teams to evolve ongoing client reporting and analytics based on marketplace demand Resolves all customer service issues to clients' satisfaction Provides direction to claims, service, sales, and other functional area leadership responsible for the associated programs to ensure exceptional performance, compliance with special handling instructions and clients' data needs Initiates and leads brainstorming discussions with key internal partners to develop creative, customized solutions to meet customer objectives Performs overall account analysis and works with sales, pricing, and claims to enhance profitability through operational changes, staffing changes, client renegotiations Facilitates reduction of process barriers, technology constraints or resource constraints by directing activities of supporting departments and shared services areas Participates in local insurance community through applicable membership, conference attendance and applicable certifications/designations Prepares and delivers stewardships and other trend analyses as requested by clients Supervises all personnel reporting to this position; provides coaching and performance management as needed Provides oversight and guidance to all internal parties associated with the program with direct and indirect reporting lines; ensures complete program coordination and successful execution Maintains internal metrics and analytics to track key result areas Demonstrate extensive expertise of operational service delivery management focused on service quality, people, process, and technology.
Represents customer perspectives to the Executive Management team with the ability to prioritize client needs with internal resource availability Attends all client meetings and other events as required Demonstrate commitment to Company's Code of Business Conduct and Ethics, and apply knowledge of compliance policies and procedures, standards and laws applicable to job responsibilities in the performance of work.
Bachelor's Degree or equivalent experience; 5 or more years of multi-line claims experience in positions of increasing responsibility required; 3 or more years of national account management or client services experience required 2 years supervisory or management experience preferred Large, national, multi-line account experience strongly preferred Casualty lines understanding and expertise strongly preferred Strong analytical acumen with ability to interpret complex data sets Advanced knowledge of Excel preferred Excellent verbal and written communication skills Project management experience desired Experience leading cross-functional teams preferred Professional designations desired (CPCU, ARM, AIC, etc.
) Travel (25%) Recommended Skills Account Management Accounting Control Analytical Claim Processing Communication Consulting Estimated Salary: $20 to $28 per hour based on qualifications.
This position is responsible for client retention, growth of revenue, evaluation and delivery of additional services to the customers, client satisfaction, and oversight of large, national programs.
Provides leadership to complex local, national, and multi-line customer programs requiring a high degree of customization and superior execution to ensure retention.
Provides complete oversight of new complex, national, or multi-line programs transition, including development of unique and customized implementation strategies and leadership of organizational best practices for implementation.
Responsibilities:
Implements organizational best practices for onboarding, servicing and retaining large, complex and national programs.
Develops customized implementations strategies based on the specific needs of individual, assigned programs Responsible for execution of key program objectives through the transition process and coordination of activity of all functional areas supporting the assigned program Evaluates RFPs and client requirements to assist with the sales process for large, complex, national programs Participates in new business and renewal presentations as required Provides direction to internal functional areas on client-specific requests to ensure timely and effective delivery of the requested services Upsells enhanced products and services Develops, recommends and implements short and long-range objectives consistent with clients' business goals, guidelines and programs.
Evaluates programs' trends and provides recommendations and consultation to the customers on complex and non-standard issues, including data, program management, direction Assists customers with interpretation of data analytics specific to their program Partners with data analytics teams to evolve ongoing client reporting and analytics based on marketplace demand Resolves all customer service issues to clients' satisfaction Provides direction to claims, service, sales, and other functional area leadership responsible for the associated programs to ensure exceptional performance, compliance with special handling instructions and clients' data needs Initiates and leads brainstorming discussions with key internal partners to develop creative, customized solutions to meet customer objectives Performs overall account analysis and works with sales, pricing, and claims to enhance profitability through operational changes, staffing changes, client renegotiations Facilitates reduction of process barriers, technology constraints or resource constraints by directing activities of supporting departments and shared services areas Participates in local insurance community through applicable membership, conference attendance and applicable certifications/designations Prepares and delivers stewardships and other trend analyses as requested by clients Supervises all personnel reporting to this position; provides coaching and performance management as needed Provides oversight and guidance to all internal parties associated with the program with direct and indirect reporting lines; ensures complete program coordination and successful execution Maintains internal metrics and analytics to track key result areas Demonstrate extensive expertise of operational service delivery management focused on service quality, people, process, and technology.
Represents customer perspectives to the Executive Management team with the ability to prioritize client needs with internal resource availability Attends all client meetings and other events as required Demonstrate commitment to Company's Code of Business Conduct and Ethics, and apply knowledge of compliance policies and procedures, standards and laws applicable to job responsibilities in the performance of work.
Bachelor's Degree or equivalent experience; 5 or more years of multi-line claims experience in positions of increasing responsibility required; 3 or more years of national account management or client services experience required 2 years supervisory or management experience preferred Large, national, multi-line account experience strongly preferred Casualty lines understanding and expertise strongly preferred Strong analytical acumen with ability to interpret complex data sets Advanced knowledge of Excel preferred Excellent verbal and written communication skills Project management experience desired Experience leading cross-functional teams preferred Professional designations desired (CPCU, ARM, AIC, etc.
) Travel (25%) Recommended Skills Account Management Accounting Control Analytical Claim Processing Communication Consulting Estimated Salary: $20 to $28 per hour based on qualifications.
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