Director of Client Relations

Position:  Director of Client Relations

Department: Client and Partner Relations

Reports to: Vice President, Client and Partner Relations

Location:  Lakeland, FL

FLSA status:  Exempt, administrative

S/W Grade: 

Incentive Comp:

 Job Summary

 

The Director of Client Relations will serve as the company’s program director for new program implementation, client expansion and penetration, and direction of the account management support services group. This position may provide sales and marketing support through strategic development of marketing materials, management of client educational seminars and responses to requests for proposals.  This position may oversee the development and management of the business requirements utilized for data warehouse development.

 Minimum Qualifications

 Bachelor’s Degree in Business or related fieldMinimum of five (5) years experience in workers’ compensation, with client program management experienceExcellent organizational skillsExcellent time/project management skillsProfessional oral/written communicationCapacity for positive interpersonal relationshipsProficiency with electronic office management tools, such as Microsoft Office

 Preferred Qualifications

 Master’s Degree in Business or related fieldCare Management ExperienceTen (10) years of work experience in the workers’ compensation fieldProficiency with technology applications (i.e. SQL reporting and analysis services)

 Primary Responsibilities

 Serve as project manager for new client implementationsImplement procedural changes resulting from client request and/or internal program enhancementsDirect the prioritization of all department technology needs to ensure client needs are metEvaluate all internal and external units/entities providing services and/or productsProactively identify service issues that may impact the quality and cost of service delivery, utilizing the appropriate chain of commandProvide training to Account Management staff on program changes and newly developed products and toolsProactively identify and manage resolution of service delivery issues, both internal and external, utilizing the appropriate chain of command

 

Additional responsibilities, as appropriate for assignment, include:

 Ensure the timely completion of all RFP’s and other proposals to support sales activities, producing best-in-class outputDevelop and implement industry educational sessions for clients and prospects via webinars and group summitsProvide direct oversight and management of Assistant Account Managers and Business Intelligence TeamStrategic development and delivery of client program analyticsEnsure client reports are delivered timely and accuratelyOversight of business requirement development and management of the company’s data warehouse to support client analytics