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Customer Success Manager – BillReview IQPRIMARY PURPOSE: The Customer Success Manager leads the management of large-scale, national, or international BillReview IQ client accounts on Legal-X and/or Legal eXchange. This position is accountable for strategic client relationship management, oversees complex service delivery, and drives customer retention and growth. The role requires advanced expertise in client engagement, addresses sophisticated reporting and operational needs, and provides leadership in identifying and executing expansion opportunities.
ESSENTIAL FUNCTIONS AND RESPONSIBILITIES
- Executes contract renewals for major clients, including complex pricing negotiations.
- Develops and delivers advanced stewardship reports and dashboards tailored to client requirements.
- Advises clients on advanced bill review audit strategies and program optimization.
- Acts as the senior liaison for clients, proactively manages relationships, and ensures high satisfaction across multiple stakeholders.
- Leads and coordinates large-scale project initiatives, collaborating with cross-functional teams including the Expert Bill Review group.
- Identifies, develops, and pursues strategic cross-selling and business expansion opportunities.
- Analyzes and resolves high-impact issues affecting customer satisfaction and retention.
- Mentors and supports other team members as needed.
ADDITIONAL FUNCTIONS and RESPONSIBILITIES
- Performs other duties as assigned.
- Travel as required.
QUALIFICATIONS
Education & Licensing
Bachelor's degree from an accredited college or university preferred.
Experience
Eight (8) years of related experience or equivalent combination of education and experience required to include three (3) years legal and/or claims adjuster experience..
Skills & Knowledge
- Demonstrates deep expertise in customer service and one or more of the following: workers’ compensation, liability claims management, or insurance litigation
- Exhibits superior communication, leadership, and negotiation skills
- Ability to understand client needs, discuss alternatives and make recommendations and manage client expectations
- Technical skills for gaining in-depth product knowledge, including self-directed learning
- Shows advanced proficiency with Microsoft Office and complex reporting tools
- Ability to manage multiple high-priority projects in a dynamic environment
- Possesses exceptional analytical, strategic thinking, and interpersonal skills
- Ability to work in a team environment
- Ability to handle conflict and confront challenging issues in a fast work environment
- Ability to meet or exceed Performance Competencies
WORK ENVIRONMENT
When applicable and appropriate, consideration will be given to reasonable accommodations.
Mental: Clear and conceptual thinking ability; excellent judgment, troubleshooting, problem solving, analysis, and discretion; ability to handle work-related stress; ability to handle multiple priorities simultaneously; and ability to meet deadlines
Physical: Computer keyboarding, travel as required
Auditory/Visual: Hearing, vision and talking
The statements contained in this document are intended to describe the general nature and level of work being performed by a colleague assigned to this description. They are not intended to constitute a comprehensive list of functions, duties, or local variances. Management retains the discretion to add or to change the duties of the position at any time.
Sedgwick is an Equal Opportunity Employer and a Drug-Free Workplace.
If you're excited about this role but your experience doesn't align perfectly with every qualification in the job description, consider applying for it anyway! Sedgwick is building a diverse, equitable, and inclusive workplace and recognizes that each person possesses a unique combination of skills, knowledge, and experience. You may be just the right candidate for this or other roles.Skills Required
- Eight (8) years of related experience or equivalent combination of education and experience
- Three (3) years legal and/or claims adjuster experience
- Deep expertise in customer service and one or more of: workers' compensation, liability claims management, or insurance litigation
- Superior communication, leadership, and negotiation skills
- Technical skills for gaining in-depth product knowledge, including self-directed learning
- Advanced proficiency with Microsoft Office and complex reporting tools
- Ability to manage multiple high-priority projects in a dynamic environment
- Ability to understand client needs, discuss alternatives, make recommendations, and manage client expectations
- Ability to handle conflict and confront challenging issues in a fast work environment
- Ability to meet or exceed Performance Competencies
- Bachelor's degree from an accredited college or university
- Travel as required
Sedgwick Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Sedgwick and has not been reviewed or approved by Sedgwick.
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Leave & Time Off Breadth — Generous paid time off and paid holidays are emphasized, with PTO accruals increasing with tenure. Paid parental leave and caregiver support further expand time-off coverage.
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Healthcare Strength — Medical, dental and vision coverage is complemented by telemedicine and a personal health concierge. Wellbeing supports such as diabetes and weight-management programs, fertility services, and robust mental-health access (coaching, therapy, psychiatry) broaden care.
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Parental & Family Support — Paid parental leave and caregiver support are offered alongside family-forming resources. Fertility services and adoption assistance reinforce family-oriented benefits.
Sedgwick Insights
What We Do
From our modest beginnings as a regional claims administrator, Sedgwick has grown into a leading global provider of technology-enabled risk, benefits and integrated business solutions with 31,000+ colleagues, located across 80 countries. Through innovative product development, organic business development and strategic acquisitions, Sedgwick’s offerings continue to evolve beyond claims processing to meet the current and future needs of our clients. Our approach to delivering quality service in areas such as workers’ compensation, liability, property, disability and absence management goes far beyond just managing claims—we aim to simplify the process and reduce complexity, making it easy and effective for everyone involve.
Why Work With Us
We stay tuned into what our colleagues want and need and deliver a world-class colleague experience that demonstrates how much we value their unique contributions to our business. You’ll see and feel what it’s like to work for a company that’s committed to doing the right thing – for those we serve, for our planet and for each other.
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