Account Manager
About The Position
We’re seeking a client-focused and analytical Account Manager to join our Filing Services team. Reporting to the Customer Success Manager (CSM) Team Lead this remote role collaborates closely with Customer Success Managers (CSMs) to build and maintain relationships with clients following go-live and throughout the remainder of the client lifecycle. This role focuses on supporting Filing Services clients by improving data accuracy, driving workflow adoption, and facilitating the timely resolution of filing-related issues and questions. Success requires strong communication skills, effective time management, and the ability to collaborate across departments to support client retention and satisfaction. The Account Manager also plays a key analytical role by running reports, interpreting filing data, and identifying trends in client behavior. They support root cause analysis of filing, reporting, and payment-related issues, and partner with CSMs on corrective actions and client wellness plans to drive continuous improvement. Success is measured by key performance metrics centered on client retention and satisfaction.
Requirements
- 2+ years of client-facing or customer service experience
- Proficiency in Microsoft Office Suite (Word, Excel, Outlook)
- Impeccable attention to detail with excellent written and verbal communication skills
- Precise organizational and time management skills
- Strong analytical skills with the ability to interpret data and identify trends
- Demonstrated ownership of client outcomes within role scope, with the ability to proactively identify and resolve issues
- Ability to operate with urgency and sound judgment in time-sensitive situations
- Ability to collaborate effectively across teams while balancing customer advocacy and operational execution
Nice To Haves
- Bachelor’s degree preferred
- 1+ years of experience in the insurance industry preferred
Responsibilities
- Support a designated portfolio of external partners across various revenue tiers
- Act as a bridge between external partners and internal Filing Services operations to ensure timely, accurate, and coordinated filing support
- Assist Customer Success Managers with filing-related escalations and ensure issues are resolved within defined SLA commitments
- Maintain recurring partner touchpoints based on account tier, health, and service needs, including participation in client conversations as appropriate
- Identify and escalate at-risk accounts that demonstrate repeated filing errors, high volumes of late filings, or poor responsiveness
- Drive adoption across eligible accounts, including batch filing usage, e-filing setup completion, filing workflow adherence, and relevant product feature usage
- Research filing, reporting, and payment-related issues, perform root cause analysis, and support corrective actions in partnership with CSMs
- Run reports and analyze filing data to identify trends, behaviors, and opportunities for improvement
- Collaborate with internal teams to support overall customer health and ensure timely resolution of client issues
- Required to perform other duties as requested, directed, or assigned
Benefits
- Health, dental, and vision plans
- 4 weeks of Paid Time Off
- 10 Paid Company Holidays with 2 floating holidays
- 401K Programs with employer match
- Personal assistance programs for support in a healthy personal and work life
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
