Client Success Manager

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.

• 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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