Client Relations Coordinator - IA Firms & Carriers

Location: Elizabethtown, KY

Job Classification: Client Relations

FLSA Classification: Exempt

 

Summary:

Serves our clients-IA Firms and Carriers- as an internal advocate and client liaison focused on onboarding, engagement, client satisfaction, retention and account management.

 

Responsibilities:

 

  • Supports and interacts with clients
    • Build and establish a rapport with potential and existing clients
    • Reviews client data and develop presentations
    • Identify client needs and match with current/future products/services
    • As needed, lead or facilitate product demonstrations & training
  • Participates in Sales & Marketing meetings to support the implementation, training and best practices for new clients; maintain, support and grow accounts
  • Serves as the project manager for client onboarding
    • Communication of milestones and expectations throughout the project
    • Manages the implementation and escalates issues when necessary
    • Exercises responsibility and ownership to ensure successful onboarding
    • Post launch evaluation to improve onboarding process
    • Determines items outside scope of work, how to manage and limit scope creep throughout the project
    • Documents processes by client; communicate and provide necessary documentation for internal training and customers
    • Collaborates with billing on client statement of work, billing enhancements and billing invoice accuracy
  • Other similar and/or related duties assigned per business needs

 

Minimum Qualifications & Skills:

  • Minimum of 2 years of B2B account management
  • Must have strong verbal and written communication skills and the ability to communicate clearly and professionally
  • Project Management experience preferred
  • Strong knowledge in MS Word, Excel, Outlook, and Internet Explorer
  • Bachelor’s Degree is preferred
  • Required Experience:
    • Software Implementation
    • Insurance Industry
    • Sales/Marketing CRM SalesForce/HubSpot

Core Competencies:

  • Teamwork
  • Communication
  • Problem Solving & Decision Making
  • Innovation
  • Planning & Organization
  • Critical Thinking

Key Performance Indicators:

  • Client and Customer Satisfaction, Referral & Retention  
  • Adjuster Growth & Claim Volume
  • Product & Revenue Growth
  • Project Timelines/Launches & Quality Standards
  • Other Key business Metrics

Organizational Framework:

  • Reports to Client Relations Manager
  • No direct reports

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