Job DescriptionUnder the direction of the Managing Director, Client Services, the Enterprise Client Leader, Client Services is accountable for leading Crawford USLA's relationships with its most strategic clients across all solution lines. The role also supervises and monitors the activities of other Client Services team members who manage USLA clients, ensuring the consistent and effective delivery of products and services to clients, brokers, and carriers, with a focus on revenue growth, client satisfaction, and client retention.
Responsibilities - Builds, continuously updates, and aligns resources to execute the Client Delivery Model. This includes bringing together all key partners at Crawford USLA and the client to develop strategies and execute commitments and plans. Maintains regular engagement with all stakeholders within the client's organization and ensures that updated relationship maps are shared with client teams.
- Drives business results by achieving new business and client retention metrics across solution lines. Maintains a detailed understanding of USLA revenue.
- Influences all levels of Crawford USLA to align appropriate internal resources and ensure excellence in client service delivery. Shares strategy and planning updates with the Crawford USLA team through regular check-ins. Identifies service offerings that clients are not currently utilizing, including newly developed solutions.
- During Client Planning Strategy sessions across all solution lines, maintains a comprehensive understanding of all Crawford USLA services and ensures that assigned clients fully understand the value delivered.
- Works directly with the Sales Team, assisting with proposal preparation and presentations, and leads coordination efforts with various departments following contract award to ensure a smooth transition.
- Manages all aspects of new client setup, coordinating activities with clients, brokers, carriers, and internal departments to ensure effective service delivery.
- Provides ongoing orientation and training for client personnel regarding methodologies, systems, products, and services.
- Updates Client Service Parameters to ensure accuracy and communicates updates to internal Claims staff and other relevant departments.
- Assists the Managing Director with new-hire training and the development of current and newly hired staff.
- Proactively manages client contract renewals, beginning the process three to six months before the renewal date, including pricing proposal preparation and negotiations with existing clients.
- Prepares and delivers Stewardship Reports to clients according to the agreed reporting cadence.
- Maintains data integrity for client programs by updating internal reporting systems, including Salesforce, Lotus Notes, LEAH, Pricing Workbooks, and Client Service Protocols.
- Leads account benchmarking initiatives in partnership with the Consultative Analytics Unit to prepare, analyze, and present meaningful statistical reports that identify opportunities for reducing loss costs.
- Celebrates team successes and growth to recognize contributions and enhance employee engagement.
- Monitors performance and provides mentoring, coaching, and support to assigned Account Executives (AEs) and administrative personnel.
- Communicates effectively and provides and receives feedback to continuously enhance team success.
- Assists with billing and collections activities.
- Upholds the Crawford Code of Conduct.
Qualifications - Bachelor's degree, or an equivalent combination of education and relevant professional experience.
- Ten or more years of progressive experience in a Third-Party Administrator (TPA), insurance carrier, or brokerage environment, with expertise in claims management, loss control, underwriting, or a related field, demonstrating the ability to acquire, develop, and profitably grow client accounts.
- Five or more years of experience in account management or a related role.
- High level of business acumen, including a strong understanding of accounting, finance, and economics.
- Strong leadership, relationship management, and team-building skills.
- Strong knowledge of claims products and services.
- Demonstrated ability to foster collaboration across business functions and work effectively as a team player.
- Excellent communication skills, including written, verbal, and active listening abilities, as well as strong presentation skills.
- Strong negotiation and sales-closing skills.
- Excellent time management skills and strong attention to detail.
- Strong sales orientation and client relationship management skills.
- Proficient computer and systems skills.
- Strong analytical and problem-solving abilities.
- Well versed in benchmarking methodologies and the interpretation of benchmarking results.
- Strong understanding of the insurance and third-party administrator (TPA) industry and marketplace.
- Relevant insurance and/or technical designations (e.g., CPCU, ARM, AIM, AIC) are preferred.
- Completion of continuing education requirements in accordance with Crawford Educational Services guidelines is required.
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