The Client Success Manager serves as the primary point of contact for clients, managing and expanding a portfolio of insurance carrier accounts. This role is committed to delivering outstanding customer service and ensuring optimal client satisfaction, while also identifying opportunities to enhance offerings and foster lasting relationships. As a trusted advisor, the Client Success Manager works closely with clients to understand their evolving needs and recommend suitable solutions. Collaboration with the operations, implementation, and sales teams enables the delivery of customized resolutions that meet the highest standards of customer satisfaction. The Client Success Manager is accountable to the Vice President of Client Experience, providing regular updates and ensuring alignment with organizational goals through direct reporting. Works with VP Client Experience and other Senior Leaders to develop, draft and execute on client program specific strategic plans to grow utilization and assignment volume.
Responsibilities- Manage a portfolio of insurance carrier accounts and serve as the main client liaison with the internal operations team
- Develop and maintain strong relationships with clients by understanding their business operations, risk exposure, and evolving insurance needs
- Manage and grow assigned carrier accounts by ensuring service level agreements (SLAs) and key performance indicators (KPIs) are consistently met or exceeded
- Conduct monthly business reviews with carrier partners to present performance metrics, identify trends, and recommend process improvements
- Work closely with marketing and business analysis team to generate QBR and Stewardship presentations.
- Address and resolve escalations from clients, policyholders, and contractors in a timely and professional manner
- Directly ensure that all defined client utilization targets are met on a monthly, quarterly and annual basis
- Identifies quality problems with service delivery; participates in development of corrective actions.
- Stay informed of industry trends, regulatory changes, and competitive landscape
- Identify up/cross sell opportunities within assigned accounts and share with the Crawford sales team.
- Representing the organization at networking events, industry functions, and client meetings
- Work closely with internal teams to ensure seamless onboarding of new clients or services
- Provide client initial training and regular refresher training as required
- Continue to improve account management skills through courses and seminars.
- Participates in special projects as requested.
- Bachelor's degree, preferably in Business Administration, Finance, Risk Management or a related discipline or an equivalent combination of education and experience.
- 3–7+ years of experience in account management, client services, or relationship management
- Experience working with or within insurance carriers, MGAs, TPAs, or insurance vendors
- Strong communication, presentation, and stakeholder management skills
- Experience managing vendor-client relationships in a B2B environment
- Relationship building and client-centric mindset
- Strategic thinking and problem-solving
- Strong organizational and project management skills
- Ability to manage multiple accounts and priorities
- Data-driven decision making and performance analysis
- Excellent verbal and written communication skills.
- Position requires travel, some of which will be overnight. Training may be required by the corporation from time to time.
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About UsWhy Crawford?
Because a claim is more than a number - it’s a person, a child, a friend. It’s anyone who looks to Crawford on their worst days. And by helping to restore their lives, we are helping to restore our community - one claim at a time.
At Crawford, employees are empowered to grow, emboldened to act and inspired to innovate. Our industry-leading team pioneers new solutions for the industries and customers we serve. We’re looking for the next generation of leaders to take this journey with us.
We hail from more than 70 countries and speak dozens of languages, reflecting the global fabric of the audience we serve. Though our reach is vast, we proudly operate as One Crawford: united in purpose, vision and values. Learn more at www.crawco.com.
When you accept a job with Crawford, you become a part of the One Crawford family. And as part of the One Crawford family, we offer a comprehensive Total Rewards package to our employees to assist with their financial, health/wellness, continuing education/training and other needs:
- Competitive base pay
- Bonus/Incentive Pay and other Performance-Based Rewards, if applicable.
- We offer a well-rounded benefits package that encourages wellness and helps our employees to be an educated healthcare consumer. The core benefits* offered include:
- Prescription Drugs
- HSA, HRA, and FSA Accounts
- Paid Holidays, Vacation and Sick Leave
- 401(k) Retirement Plan
- Tuition Assistance
- Paid Parental Leave
- Supplemental Health Benefits
Other Benefits currently available at no cost include: - Enhanced Mental Health Support
- Virtual Physical Therapy
- Caregiving Services
- Life Assistance Program
*The above information highlights some of the benefits currently available to eligible full-time employees.
- Training programs that promote continuous learning and career progression while enhancing job performance.
- Sustainability programs that give back to the communities in which we live and work.
- A culture of respect, collaboration, entrepreneurial spirit and inclusion.
Crawford & Company participates in E-Verify and is an Equal Opportunity Employer. M/F/D/V Crawford & Company is not accepting unsolicited assistance from search firms for this employment opportunity. All resumes submitted by search firms to any employee at Crawford via-email, the Internet or in any form and/or method without a valid written Statement of Work in place for this position from Crawford HR/Recruitment will be deemed the sole property of Crawford. No fee will be paid in the event the candidate is hired by Crawford as a result of the referral or through other means.
Skills Required
- Bachelor's degree in Business Administration, Finance, Risk Management or related field or equivalent experience
- 3-7+ years of experience in account management, client services, or relationship management
- Experience working with or within insurance carriers, MGAs, TPAs, or insurance vendors
- Experience managing vendor-client relationships in a B2B environment
- Strong communication, presentation, and stakeholder management skills
- Data-driven decision making and performance analysis experience
- Strong organizational and project management skills; ability to manage multiple accounts and priorities
- Position requires travel, some of which may be overnight; training may be required
What We Do
Based in Atlanta, GA Crawford & Company(R) (www.crawco.com) is the world's largest publicly listed independent provider of claims management and outsourcing solutions to carriers, brokers and corporates, with an expansive global network serving clients in more than 70 countries. The company’s shares are traded on the NYSE under the symbols CRD-A and CRD-B.
