Senior Customer Success Manager
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Job Description
Senior Customer Success Manager leading strategic BillReview IQ client accounts for Sedgwick, a global risk and claims administration partner. Driving renewals, bill-review optimization, reporting, retention, and expansion across complex client relationships.
Responsibilities:
- Lead management of large-scale, national, or international BillReview IQ client accounts on Legal-X and/or Legal eXchange
- Execute contract renewals for major clients, including complex pricing negotiations
- Develop and deliver advanced stewardship reports and dashboards tailored to client requirements
- Advise clients on advanced bill review audit strategies and program optimization
- Act as senior liaison for clients and proactively manage relationships across multiple stakeholders
- Lead and coordinate large-scale projects with cross-functional teams, including the Expert Bill Review group
- Identify, develop, and pursue strategic cross-selling and business expansion opportunities
- Analyze and resolve high-impact issues affecting customer satisfaction and retention
- Mentor and support other team members as needed
- Travel as required and perform other assigned duties
Requirements:
- Eight (8) years of related experience or equivalent combination of education and experience required
- Three (3) years of legal and/or claims adjuster experience required
- Deep expertise in customer service and one or more of: workers’ compensation, liability claims management, or insurance litigation
- Superior communication, leadership, and negotiation skills
- Ability to understand client needs, discuss alternatives, make recommendations, and manage client expectations
- Technical ability to gain in-depth product knowledge through self-directed learning
- Advanced proficiency with Microsoft Office and complex reporting tools
- Ability to manage multiple high-priority projects in a dynamic environment
- Exceptional analytical, strategic thinking, and interpersonal skills
- Ability to work in a team environment
- Ability to handle conflict and challenging issues in a fast work environment
- Ability to meet or exceed Performance Competencies
- Bachelor’s degree from an accredited college or university preferred
- Ability to travel as required
Benefits:
- Work-life balance
- Caring culture
- Career growth opportunities
- Diverse, equitable, and inclusive workplace
- Reasonable accommodations when applicable and appropriate
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