Customer Success Manager

2 weeks ago

Madison, Wisconsin, United States First MainStreet Insurance, L.C. Full time

POSITION TITLE: Account Manager

REPORTS TO: Operations Department

CLASSIFICATION: Exempt EEO CLASSIFICATION: Professionals

POSITION SUMMARY:

The Account Manager plays a crucial role in fostering and sustaining relationships with our esteemed clients by addressing their insurance protection requirements. This position entails managing a portfolio of accounts, ensuring client satisfaction, and promoting client retention. As the primary liaison for assigned accounts, the Account Manager must comprehend client needs and collaborate with the internal team to provide outstanding service. This role is integral to our collaborative and resourceful High-Performance Team (HPT) at First MainStreet Insurance, L.C.

ESSENTIAL JOB FUNCTIONS & RESPONSIBILITIES

  • Establish and cultivate robust relationships with designated accounts post-sale, acting as their trusted advisor and main point of contact regarding insurance policies.
  • Engage in regular communication with accounts to proactively resolve issues, gather insights, and identify avenues for account expansion.
  • Oversee assigned accounts, ensuring compliance with all deadlines.
  • Manage and relay client information to minimize exposure risks effectively.
  • Identify opportunities to enhance accounts, ensuring comprehensive risk mitigation through insurance coverage.
  • Monitor client satisfaction and implement proactive strategies to maintain high retention rates.
  • Market new and renewal business, either independently or in collaboration with a Risk Advisor.
  • Utilize our agency management system (EPIC) to manage all account-related tasks, ensuring data accuracy.
  • Seek and develop knowledge of industry trends, market conditions, and competitive landscape.
  • Leverage provided tools to efficiently manage an assigned book of business.
  • Uphold confidentiality regarding client and carrier information.
  • Perform additional duties as assigned, relevant to the position.

SKILLS & COMPETENCIES

  • Demonstrated experience in account management, customer relationship management, or sales.
  • Proficient or capable of quickly mastering Microsoft Office and other applications to enhance efficiency in a paperless environment.
  • Expected to obtain licensure within a specified timeframe.
  • Skilled in utilizing service management software and tools, such as EPIC.
  • Exceptional communication and interpersonal abilities, with a talent for building rapport and influencing stakeholders at all levels.
  • Strong organizational and time management skills, capable of prioritizing and managing multiple client accounts simultaneously.
  • Familiarity with insurance industry terminology and documentation.
  • Adept at collecting, analyzing, and interpreting insurance-related data.

PHYSICAL DEMANDS: The physical demands outlined here represent those that must be met by an employee to successfully perform the essential functions of this role. While executing job duties, the employee is frequently required to communicate verbally and listen for instructions and information. The employee must also be able to sit for extended periods, often in front of a computer monitor, and operate a computer keyboard. Occasionally, the employee may need to lift and/or move up to 25 pounds. Specific vision abilities required include close vision, distance vision, color vision, depth perception, and the ability to adjust focus.

Summary: This job description aims to outline the typical level of work expected from the individual performing the role. The essential job functions detailed are primary duties and responsibilities. Additional duties may be assigned as necessary.

This description is not intended as a contract and is subject to change. Any written contractual agreements take precedence over this job description. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions.

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