Client Accounts Manager - TPA experience - Philadelphia, PA

PMA Management Corp. is seeking a Client Account Manager to join our team. In this role, the Client Account Manager provides strategic leadership to a designated book of business, and is responsible for client retention, relationship management, revenue growth, service delivery, and overall customer satisfaction. The Client Account Manager provides leadership to complex local and/or national customer programs requiring a high degree of customization and superior execution of the account's goals and program objectives.

Responsibilities:

• Develops, recommends and implements short and long-range objectives consistent with client's business goals, guidelines and programs.
• Evaluates program trends and provides recommendations and consultation to the customer to help improve outcomes.
• Delivers stewardships and assists customers with interpretation of data analytics specific to their program.
• Serves as a focal point of contact for the customer and as an internal liaison for all departments; facilitates implementation of projects to meet customer's objectives.
• Responsible for a successful customer transition and implementation into the PMA Companies' environment.
• Resolves all customer service issues to client's satisfaction.
• 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.
• Partners with strategic leaders, cross-functional partners, and key stakeholders to drive strategic priorities across the TPA and enterprise.
• Evaluate customer experiences to identify operational and technical challenges. Define short-term and long-term goals to map the implementation of resolution techniques, and ensure the effectiveness of those resolution techniques.
• Drive strategic reporting and business insights from data analysis, provide actionable reports including suggestions on potential areas of improvement, and track the impact of designed process improvements to track key result areas.
• Demonstrate extensive expertise of operational service delivery management focused on service quality, people, process, and technology.
• Attends all client meetings and other events as required.
• Act as a subject matter expert, and represent the organization and client needs through committees, projects and initiatives as needed.
• 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.

#LI-Hybrid

Requirements

• Bachelor's degree or equivalent experience
• Must reside in PA, NJ or DE
• 10 or more years of progressive claims experience in positions of increasing responsibility required. Workers' Compensation experience required, all-lines experience preferred. Experience with compliance management and working in a regulatory environment a plus.
• 3 or more years of account management or client services experience in the mid-Atlantic region required. Experience with a large, national accounts preferred. 5 years of management experience preferred
• Strong analytical acumen with the ability to interpret complex data sets
• Ability to understand managed care results and make recommendations to internal business partners and clients
• Ability to understand multiple technology platforms for claims, analytics, and business intelligence, as well as the ability to learn new system software and business integration processes.
• Advanced technical skills and leadership acumen, combined with customer service skills and professionalism for both internal and external interactions.
• Excellent interpersonal skills and ability to effectively communicate both verbally and in writing to all levels withing the company and externally.
• Internal collaboration with Senior and Executive leadership, Account Executives, Client Account Managers, interdepartmental stakeholders and department leaders.
• External collaboration with current clients, prospective clients, brokers and carrier partners, vendor partners, technology and systems contacts, and others as necessary and pursuant to the needs of the organization.
• Advanced skills in applying sound judgment, including the ability to problem solve, establish goals and implement action plans. Clear thinking, troubleshooting, problem solving, analysis and discretion required.
• Knowledge of multi-jurisdictional claims regulations and understanding of applicable laws is required
• Advanced knowledge of Excel preferred
• Project management experience preferred
• Excellent verbal and written communication skills
• Professional designations desired (CPCU, ARM, AIC, etc.)
• Local day travel required to our clients' locations in Philadelphia and the mid-Atlantic region, as needed. Possible infrequent overnight travel needed.