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Customer Success Manager managing strategic client relationships for Octadesk's SaaS platform. Focusing on client satisfaction and upselling opportunities while collaborating with internal teams.
About the role
- Ownership and maintenance of a portfolio of files
- Early and effective liability assessment
- Assessment and justification of reserves in line with authority levels
- Employ proactive early intervention strategies to reduce claims cost
- Develop a strategy for claim resolution
- Prioritise tasks to oversee up to 180 - 200 claim files
- Assessment of recovery prospects
- Ownership and maintenance of Trust Accounts where appropriate
- Manage client’s trust account including payment of legal invoices and settlements
- Reconciliation of Trust Accounts
- Keep Trust Accounts in the black
- Maintain the client relationship to achieve superior results
- Communicate effectively with claimants, clients, brokers, investigators, lawyers, insurers and medical practitioners via written and verbal means
- Demonstrate effective negotiation and liaison techniques with clients, claimants, lawyers, brokers, insurers and service providers
- Provide training, as required, to the insured to facilitate improved risk management
- Report to and update relevant stakeholders regarding claims as required
- Facilitate regular and structured contact with clients
- Competent use of systems and processes in claim management
- Effective use of Figtree, Organise It, and Outlook
- Understand and adhere to Proclaim processes and procedures
- Understand insurance policy review, application and policy coverage
- Supporting the achievement of company goals and vision
- Effective file and claim management to support Proclaim in meeting objectives and targets (budget, new business and existing business)
- Account retention and development of new business
- Utilise marketing and networking opportunities
- Support other team members as required
Requirements
- Bachelors Degree in Law
- Accuracy, attention to detail and quality
- Time management and demonstrated ability to prioritise and multi-task
- Effective Negotiation and advocacy ability
- Strong verbal and written communication including sound telephone manner
- Computer skills – Usage of internal systems
- Drafting documents, letter writing and typing ability
- Ability to run and interpret reports
- Solid analytical and dispute resolution ability
- Relationship building
- Presentation skills
- Broad understanding of the Insurance industry
- Understanding of the Insurance Contracts Act
- Understanding of the Insurance Code of Practice and Privacy Code
- Understanding the role of brokers and industry stakeholders
- Understanding of Law/Tort/Contracts and State Jurisdictions
- Interpretation of policy/clauses/exclusions
- Solid understanding of the client structure, fee structure and invoice process
- Ability to assess quantum and reserve effectively
- Ability to identify conflicts of interest
- Understanding of Lloyds of London key processes.
Benefits
- 2 volunteer days off a year
- Birthday leave
- Flexible work from home model
- Comprehensive rewards package
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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