Senior Customer Success Manager

This is a fully remote position, open to applicants in Tennessee.

📋 Description

• Oversee the management of large-scale, national, or international BillReview IQ client accounts utilizing Legal-X and/or Legal eXchange.

• Conduct contract renewals for key clients, inclusive of intricate pricing negotiations.

• Create and present sophisticated stewardship reports and dashboards customized to meet client needs.

• Provide guidance to clients on advanced bill review audit tactics and program enhancement.

• Serve as the primary liaison for clients, proactively nurturing relationships among various stakeholders.

• Lead and coordinate extensive projects with cross-functional teams, including the Expert Bill Review group.

• Identify, cultivate, and pursue strategic cross-selling and business growth opportunities.

• Analyze and address significant issues impacting customer satisfaction and retention.

• Mentor and assist fellow team members as required.

• Travel as necessary and fulfill other assigned responsibilities.

⛳️ Requirements

• A minimum of eight (8) years of relevant experience or an equivalent combination of education and experience is required.

• At least three (3) years of experience in legal and/or claims adjusting is necessary.

• Profound expertise in customer service and one or more of the following: workers’ compensation, liability claims management, or insurance litigation.

• Excellent communication, leadership, and negotiation abilities.

• Capability to comprehend client needs, explore alternatives, make recommendations, and manage client expectations effectively.

• Technical proficiency to acquire comprehensive product knowledge through self-directed learning.

• Advanced skills in Microsoft Office and complex reporting tools.

• Ability to handle multiple high-priority projects in a fast-paced environment.

• Outstanding analytical, strategic thinking, and interpersonal skills.

• Capacity to collaborate effectively within a team setting.

• Proficiency in managing conflicts and challenging situations in a high-pressure work environment.

• Ability to meet or surpass Performance Competencies.

• A bachelor’s degree from an accredited college or university is preferred.

• Willingness to travel as required.

🏝️ Benefits

• Work-life balance.

• Supportive and caring culture.

• Opportunities for career advancement.

• A diverse, equitable, and inclusive workplace.

• Reasonable accommodations when applicable and appropriate.