Client Success Manager

Location: Remote Reports to: Senior Vice President of Sales Salary: Competitive base pay performance based payouts  WHO WE ARE We are a damage recovery expert (not an insurance agency) negotiating the recovery of insurance claims on behalf of business clients in a variety of industries including rentals, loaner cars, construction, emergency response, transportation firms, municipalities, and specialty vehicles.

WHO YOU ARE You are a consultative, service-based professional with experience in inside-sales within the commercial automotive industry.

You have past consultative-sales experience and can build instant rapport with different people.

You have the ability to work independently, manage your time effectively, and have discipline to achieve individual goals.

WHAT YOU WILL DO You will drive new and existing business growth to scale, strengthen and oversee the lifecycle of client experience, identify and network with key business contacts, and be accountable for the overall health and well-being of your assigned accounts.

You will be responsible for collaborating across ACM’s departments to improve client success, achieve full-utilization, support ongoing programs, and source prospect referrals from satisfied clients.

HOW YOU WILL DO IT Build and maintain widespread support of ACM Services within assigned clients Grow strong relationships with key client stakeholders Identify corporate structures and win over key decision makers Manage and track all client communication, opportunities, tasks, and accounts in Salesforce.com Understand and identify the economic drivers of clients’ business to best position the value of services Conduct ongoing reviews to ensure clients are satisfied with their services to ensure client retention and continuous claim submission Run Tracker and Salesforce reports to proactively manage client performance, identify potential issues, and address anticipated needs Bring new creative ideas and concepts to leadership to improve client experience Alert Account Executives (AEs) of opportunities to further sales via new lead referrals Oversee the claim administration through the vertical’s assigned Client Success Coordinator (CSC) Partner with the CSC to strategize and build strong communication and anticipation of individual client wants and needs Plan, schedule, and lead client business review meetings with CSC and AEs Resolve and/or escalate client issues involving missing data, material damage, or damage recovery Work with all internal departments to ensure client needs are fulfilled effectively Conduct ongoing reviews of claims’ stage and status to shorten claim lifecycle Provide excellent phone and email support to both internal and external “clients” Work closely with marketing to manage quarterly client survey results Achieve specific quarterly and monthly goals related to customer success Successful candidates will be able to demonstrate the following minimum qualifications/skills & experience: Bachelor’s Degree in Business or a related field preferred 3-5 years’ experience in an Account/Client Management role Minimum of 1 year of experience in insurance or automotive dealer related field Proven capability to maximize Salesforce (or other CRM) platforms Collaborate with operations team to coordinate and deliver critical information in a timely fashion Drive profitability by ensuring all clients clearly understand ACM’s value proposition and buy into full partnership for the long term Highly effective verbal and written communication with strong emotional quotient, consultative-sales, critical thinking and problem-solving skills Identify and re-engage inactive clients to increase claim flow Coordinate and prepare copy, reports, materials for general correspondence Leverage client relationships for introductions and referrals Attend trade shows, trade organizations meeting/events, as necessary Develop deep, strategic, industry segment knowledge and relationships through frequent check-ins and relationship building High degree of professionalism with a positive and friendly attitude BENEFITS AND PERKS Medical Dental Vision HSA Long Term Disability Basic Term Life 401 (k) Paid Time Off