What are the responsibilities and job description for the Customer Success Manager position at Planet Professional?
***Local candidates only, this is on-site in Bloomington, IL***
Up to $130k depending on experience
Client Services Director
Perm
Minimum Job Requirements:
*Bachelor's degree
*8 years of experience in Client Success Management and/or Client Relationship Management in the insurance subrogation/claims industry including carrier to carrier, property, arbitration and uninsured motorist claims
*Subrogation experience
*Previous supervisory or management experience
*Travel 30-40% to client sites
Essential Functions and Responsibilities:
- Serve as the primary contact for the assigned portfolio of clients, focusing on strategic business opportunities and contract negotiations to drive revenue, guide the division's strategic direction, and foster Insurance organic growth through existing partnerships.
- Enhance and maintain client relationships, ensuring standards are met. Collaborate with leadership to exceed client expectations and build strong business relationships with key players and clients, ensuring alignment with their strategic goals.
- Contribute to marketing materials and RFPs, and participate in the development and presentation of client programs.
- Monitor the financial health of client contracts and programs, making necessary adjustments to ensure profitability.
- Collaborate with cross-matrix team members to develop strategies that minimize costs and enhance efficiencies in both existing and new contracts.
- Oversee monthly invoicing processes to ensure timeliness and accuracy.
- Proactively offer creative and innovative solutions to support clients' current and future success.
- Work with IT Service Groups to create and improve programs, products, and services tailored to client needs.
- Partner closely with matrixed organization to achieve high-quality service across the client base, meeting departmental deliverables and key operational performance metrics.
- Determine service organizational structure and development needs, create workforce forecasts, and plan staffing and training for evolving business needs.
- Provide guidance and leadership to multiple Client Service team members, fostering the development of various accounts.
- Partner with Operations and support groups to meet client performance metrics and internal goals.
- Manage performance metrics, set the vision for continuous improvement, and report on metrics and action plans to the team and senior management.
- Drive process improvements by leveraging insights to enhance program performance.
- Take the lead in sponsoring and overseeing the implementation of new projects.
- Handle service delivery escalations requiring senior management intervention.
- Work closely with stakeholders to manage risks and ensure contractual compliance. Ensure all internal audit and compliance requirements are met.
Salary : $130,000
