Local Trial Manager
ICON plc
Google Cloud Platform
Senior Manager – Accounts Retention
Zensurance
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇨🇦 Canada
Visit company websiteJob Level
Senior
About the role
- Lead, coach and develop Team Leads and individual contributors to ensure retention and customer service excellence.
- Deliver on team objectives by managing Team Leads and employees through regular 1:1, goal setting; planning and evaluating team activities.
- Establish and monitor Team Lead and employees' goals by providing consistent feedback.
- Assist with prioritization and delegation to ensure the team meets their goals.
- Subject matter expertise on coaching and driving results of team members.
- Work closely with the Associate Director of Accounts & Director of Accounts & Renewals to understand company goals, develop initiatives, and lead projects to deliver on goals.
- Build out, analyze and review existing processes to identify efficiencies and optimize team productivity.
- Manage and oversee all client and employee escalations to deliver on customer satisfaction.
- Work closely with Software Engineering teams and Business Operations to identify challenges and create solutions that will enable the streamlining of processes.
- Manage and track all aspects of customer experience and identify areas for improvement.
- Deliver internal information sessions to enhance insurance and billing knowledge.
- Develop and maintain meaningful working relationships with external insurance and financing partners.
- Ensure appropriate resource planning and support the hiring process through interviewing, onboarding, and training brokers.
Requirements
- 5+ years of people management experience. “Managing managers” is preferred.
- 5+ years of experience with billing, retention or customer experience.
- Experience working at a brokerage is an asset.
- RIBO license is an asset.
- Ability to create and present presentations to both internal and external audiences.
- Experience in de-escalating client complaints and issues.
- Excellent relationship building skills.
- Achievement, motivation and perseverance with determination to achieve ever increasing levels of performance.
- Being a team player with strong work ethics, collaborative approach, and ability to thrive with little or no supervision.
- Have a proactive approach to problems and issues, working ahead of potential challenges.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
people managementbillingcustomer experiencecoachinggoal settingprocess optimizationescalation managementpresentation skillsproblem solvingresource planning
Soft skills
relationship buildingteam playercollaborative approachmotivationperseverancedeterminationwork ethicsproactive approachcommunicationleadership
Certifications
RIBO license
