20 days old

Client Success Manager

Syndicate Claim Services, Inc.
Indianapolis, IN 46204
Client Success Manager

Location: Syndicate's Corporate Headquarters in Indianapolis, IN or work from home anywhere in the continental United States (near a major city or client location).

Position Description:

As the connection between Syndicates clients and internal operations, the Client Success Manager (CSM) serves as both the voice of the client and the face of the business to assigned clients. Client Success is an operationalized customer-centric team that supports client accounts within Operations and works daily to facilitate the reduction of process barriers, resource constraints, and quality issues by influencing the activities of other internal departments. CSMs are empowered to use their skills and creativity when solving problems and gathering client feedback to ensure continued satisfaction and evolution.

The Client Success Manager (CSM) is a strategic operations role that requires working in close partnership with internal teams to ensure long-term success and growth for Syndicates clients. The CSM is responsible for the satisfaction, retention, and growth of assigned clients. The CSM serves as the day to day primary point of contact to ensure that the company is delivering the Syndicate Way, Every Claim Every Time. The CSM will serve as the liaison between the various business functions to provide accurate and timely execution of client needs. By understanding client portfolios, the CSM will be responsible for the maintenance and progressive growth of assigned clients.

Essential job duties include but are not limited to:

  • Own the ultimate success of a portfolio of Syndicates clients by taking responsibility for the satisfaction, retention, and growth of each client.

  • Optimizes and influences the client lifecycle by establishing trust and growing client relationships.

  • Monitor SLA performance and align with all operational teams to ensure client service levels are met/exceeded.

  • Monitor, manage, and be accountable for key performance indicators and metrics.

  • Communicate with clients regularly, to include in-person client Quarterly Business Reviews (QBRs), to maintain a first-class relationship.

  • Manage and solve for any client escalation issues and work with various partners to ensure issue resolution.

  • Engage with clients on all required touchpoints per an annual schedule.

  • Professionally present solutions to the client and show a constant sense of urgency around driving outcomes.

  • Develop and maintain client requirements, including guidelines, and train internal partners.

  • Work with various levels of client representatives to understand and assess their business objectives and promote Syndicates value and ROI through adoption and increased use of our services.

  • Understand and drive for all ROIs (financial, people, strategic).

  • Manage and continuously improve the ongoing client relationship by working with internal partners to deliver The Syndicate Way.

  • Participate in client events.

  • Manage and monitor client profitability.

  • Understand Syndicates positioning within assigned clients.

  • Manage the smooth transition to Operations after client onboarding.

  • Provide monthly reporting for assigned accounts.

  • Monitor, track, and act on Client feedback.

  • Assist and train as needed with complex losses and policy interpretations.

  • Update and maintain fee schedules within Syndicate systems.

  • Keep ELT members up to date on client progress and present client updates on a mutually agreed cadence.

  • Participate in local, regional, or national insurance community through advanced industry education, affiliated memberships and/or Syndicate sponsored events.



Note that these requirements are representative, but not all-inclusive, of the knowledge, skill, and ability required to perform this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.


  • Bachelors degree or 5-10 years relevant industry equivalent experience.

  • CPCU, AIC, and/or ARM or other related designation preferred.

  • 8-10 years of professional customer-facing work experience.

  • Based on current and/or prior experience, strong knowledge of the P&C insurance space, industry trends and challenges, and the fundamental economics of an insurance company.

  • Demonstrated ability to work with several teams internally and externally with an aptitude to influence and collaborate.

  • Demonstrated strategic, presentation, and analytical skills.

  • Project/program management experience in client onboarding, managing, and evolving customers.

  • Experience interfacing with all levels of business and client leadership within an organization, including C-level leadership.

  • High degree of written, oral, and interpersonal communication skills.

  • Ability to travel regionally and nationally as driven by client needs and work outside of standard business hours.

Required Knowledge/Skills:

  • Has a winning mindset with a clear vision, laser focus, and a passion for the business.

  • Demonstrated accuracy and thoroughness.

  • Strong interpersonal skills.

  • The ability to work closely with others and maintain strong working relationships with a variety of personalities in stressful situations.

  • Stellar executive engagement skills with an ability to establish trusted advisor relationships with business decision-makers.

  • Outstanding communication, presentation, and listening skills with the ability to present complex technical information clearly and concisely to a variety of audiences, including non-technical.

  • Ability to read, understand, and interpret SOWs, contracts, and other legal documents.

  • Ability to create and present executive-level presentations.

Work Environment:

While performing the responsibilities of the job, these work environment characteristics are representative of the environment the job holder will encounter. Reasonable accommodations may be made to enable people with disabilities to perform the essential functions of the job.


Physical Demands:

These physical demands are representative of the physical requirements necessary for an employee to successfully perform the essential functions of the job. Reasonable accommodation can be made to enable people with disabilities to perform the described essential functions.

While performing the responsibilities of the job, the employee is required to communicate through a computer, phone, and face to face interactions. The employee spends close to 80% of their time sitting using their hands and fingers, to type. 20% or more (possibly less) will include standing to facilitate learning programs. Regional and national travel does exist in this role and will vary depending on training needs and the locations of the candidate. Travel expectations are flexible and may fluctuate.Vision abilities required to perform this job include close vision.


Work from home:

Employees are expected to work in a secure location to protect company data. All employees with a remote work arrangement in which they consistently work from a location other than a Syndicate office during part, or all, of their work schedule, must have in their regular remote work location, access to secure, stable high- speed internet service. This requirement is subject to revision from time to time based on the needs of Syndicates systems.


Syndicate Claims, Inc. (Syndicate) is an equal employment opportunity employer. All applicants will be considered without regard to their race, color, religion, sex, age, disability, national origin, sexual orientation, genetic information, gender identity, veteran status or other legally protected status. If you require an accommodation to submit your application, please contact Syndicate Claims, Inc. at 317-576-1315.



Posted: 2019-11-19 Expires: 2019-12-19

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Client Success Manager

Syndicate Claim Services, Inc.
Indianapolis, IN 46204

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