What are the responsibilities and job description for the Client Success Manager position at Alternative Claims Management?
Client Success Manager
Location: Remote (TX, FL, GA, WI, MS, NC, SC, UT)
Reports to: Client Success Director
Salary: 50-60k
Additional compensation: up to 20% of salary in commission potential
WHO WE ARE
We are a damage recovery expert (not an insurance agency) negotiating the recovery of insurance claims on behalf of business clients in a variety of industries including rentals, loaner cars, construction, emergency response, transportation firms, municipalities, and specialty vehicles.
WHO YOU ARE
You are a consultative, service-based professional with experience in inside-sales within the commercial automotive industry. You have successful account management experience and can build instant rapport with different people. You have the ability to work independently, manage your time effectively, and have discipline to achieve individual goals.
WHAT YOU WILL DO
You will track the success of our client relationships while working closely with customers to ensure they are satisfied with our services. You will handle all aspects of account management while maintaining a high level of responsiveness, internal communication, and department liaising. You will work independently, prioritizing responsibilities, and managing the workload in a fast paced and ever-changing environment.
HOW YOU WILL DO IT
- Track assigned top priority clients’ claims throughout claim life cycle with the goal of driving more claims and revenue to clients and ACM.
- Build and maintain strong relationships with clients and act as a first point of escalation for the CSCs and/or Sales team.
- As per agreed upon priority, hold monthly and/or quarterly business reviews with key client contacts to provide necessary insights and analytics on ACM’s value.
- Work closely with the Operations Team to ensure all client claims are moving according to the SLA expectations and overall client health is Good to Great.
- Work closely with the Sales Team to support potential sales and onboard new clients into ACM’s process. This can include helping with implementation planning and even doing the training itself.
- Maintain account tracking reports/dashboards to constantly monitor client claims and health, drawing internal attention where it needs to be and functioning as the “eyes and ears” of the client.
- When needed, review new claim submissions from recently acquired clients to determine collectability and support the sales team’s effort.
- Engage the Material Damage Team for any claim damage related questions or support.
- Continue to expand knowledge in account management related functions, reading up on industry news, learning client change management techniques, and looking for process improvement opportunities.
- Help reengage lagging clients and obtain awaiting data information for total losses claims.
- Prepare and present Client Success Report to respective client in Book of Business.
- Maintain a high level of customer service by returning phone calls and acknowledging correspondence in an appropriate timeframe.
- Perform other duties as assigned.
Successful candidates will be able to demonstrate the following minimum qualifications/skills & experience:
- 4 years of Account Management experience is required
- Minimum of 5 years of customer service experience is required
- Must demonstrate a strong foundation in Mathematics and Statistics
- 6 months of claims handling experience preferred
- Must demonstrate leadership traits and problem-solving skills
- Salesforce experience preferred
- Solid written and verbal communication skills
- Ability to adapt to change and provide effective issue resolution in a fast-pace, changing environment
- General office skills, computer proficiency in MS Office products
- Ability to effectively self-manage time and coordinate various tasks simultaneously
- Persistence and the ability to work through and solve problems logically and professionally
- Active listening skills to fully understand the issues at hand and work cross-departmentally to identify solutions
- Detail oriented and self-motivated to monitor and track account performance
- Have a positive, friendly and empathetic attitude when working with others
- Ability to remain calm and professional when dealing with difficult situations
BENEFITS AND PERKS
- Medical
- Dental
- Vision
- FSA
- 401 (k)
- Short- & Long-Term Disability
- Basic Term Life and AD&D Insurance
- Voluntary Life and AD&D Insurance
- Critical Illness
- Accident Insurance
- Paid Time Off
