Retention Account Manager

Location: Rochester, NY (hybrid)

NEXT’s mission is to help entrepreneurs thrive. We’re doing that by building the only technology-led, full-stack provider of small business insurance in the industry, taking on the entire value chain and transforming the customer experience. 

Simply put, wherever you find small businesses, you’ll find NEXT.

Since 2016, we’ve helped hundreds of thousands of small business customers across the United States get fast, customized and affordable coverage. We’re backed by industry leaders in insurance and tech, and we still have room to grow — that’s where you come in. 

The objective of this role is to manage a premier Property & Casualty Book of Business. As a dedicated Account Manager, you will be responsible for delivering an awesome client experience while achieving revenue targets through account retention. Extensive industry knowledge is required to support each client throughout their policy term. You will achieve company and individual revenue targets through client retention and account rounding.

What You’ll Do: 

• Meet specific client retention goals for assigned book of business
• Utilizes knowledge of carrier and State underwriting guidelines, to identify cross-sell, consolidations and referral opportunities for our existing customers
• Initiate consultative calls to clients to assess underwriting exposure prior to policy renewal or to assist with requesting quotes for new coverage for those with gaps or non-renewals
• Provide creative plan designs to client from current and alternate carriers during each client renewal or as requested by client off cycle
• Maintain and foster customer relationships, including carriers, payroll bureaus/partners, State Funds, alternative markets, to ensure prompt and efficient service to their assigned book of business
• Meet and/or exceed established productivity and quality standards
• Assist in the establishment of policies and implement all policies and procedures relating to the workflow of the assigned team to ensure timely and accurate service
• research and propose enhancements to existing products’ operational processes to create efficiencies and maintain individual service standards
• Partner with internal departments to facilitate seamless transactions between client carrier and NEXT
• Develop and maintain expert knowledge of industry trends, product offerings, and legislative and compliance changes
• Perform other duties as assigned
   
  

What We Need: 

• 3+ years of customer service or account management experience in the commercial insurance industry
• Property and Casualty Insurance License required 
• Self-motivated individual to go above and beyond
• Strong communication and presentation skills
• Willingness to learn multiple systems
• Ability to multitask in a fast paced environment
• BA/BS required

Unstoppable Qualities:

• Familiarity with EPIC, Zendesk, Salesforce, or similar applications
• Experience working in the insurance industry and/or a customer contact center is a plus
• Personal standard for excellence: Strong process orientation and interest in finding process improvements
• Fearlessness and adaptability in a fast-moving, ever changing environment and ability to work on multiple tasks at once