Client Relations Manager - for TPA - All Lines

MUST BE EXPERIENCED IN ALL LINES!

Effectively manage general agent, carrier, and self-insured partner relationships to maintain existing relationships and derive new business opportunities. Provide direction and training to the organization to achieve high customer satisfaction. Assist the sales process. Through working with existing clients, identify workflows, problems, and procedures to enhance the relationship and provide consistency of the corporate image and results. As an integral part of the client management team, this position will assist in decisions, work groups and implementations that affect the course of the company.

Essential Duties and Responsibilities:

• Develop additional opportunities by networking with existing clients.


• Occasional cold call prospecting.


• Heavy travel involved.


• Handle all aspects of account management including the resolution of service concerns, account renewals, and business expansion opportunities.


• Ensure complete understanding and insight of customer’s needs and intentions.


• Work with clients to identify areas of dissatisfaction and inconsistencies, developing and implementing plans to correct.


• Prepare and conduct business presentations.


• Transmit reports to and from clients. Oversee stewardship reporting process.


• Liaison between claims operations, accounting, business development general counsel, and the client to ensure compliance with contractual requirements.


• Identify issues that impact consistency and customer satisfaction and work with leadership to resolve.


• Develop and enforce departmental processes and procedures.


• Guide stewardship presentation process and assist with the identification of trends.


• Ensure overall client retention.


• Coordinate and attend various marketing events such as seminars, conferences, and trade shows. May require public speaking engagements.


• Communicate new service opportunities, special developments, information, or feedback gathered through field activity to appropriate company staff.


• Actively participate in local and national trade associations.


• Serve as an intermediary between accounts and the company for implementations and to resolve concerns as needed.