Job Duties and Responsibilities:
Portfolio Performance and Program Oversight (35%)
- Monitor key performance indicators across assigned national accounts and take action to improve service, financial, and operational outcomes.
- Oversee core program activities including tracking, notice activity, billing and file exchanges, premiums, refunds, claims, and recovery performance.
- Identify risks related to compliance, client experience, and program execution, and partner across teams to resolve issues quickly and effectively.
- Ensure programs operate within established KPIs, contractual expectations, and regulatory requirements.
- Support newly transitioned top-tier accounts during early production to stabilize performance and maximize profitability.
Issue Resolution and Performance Improvement (25%)
- Serve as the primary point of contact for escalations, service issues, and performance gaps across assigned accounts.
- Assess root causes, develop action plans, and drive remediation efforts to restore service levels and protect the client experience.
- Maintain a strong working knowledge of contracts, service level agreements, and program requirements to ensure obligations are met.
- Create and manage client scorecards, remediation plans, and service reporting to track progress and communicate outcomes.
- Escalate material risks and unresolved issues to leadership and appropriate internal partners in a timely manner.
Client Relationship Management and Growth (25%)
- Lead regular client touchpoints, including monthly, quarterly, and ad hoc business reviews, with clear agendas, follow-up actions, and documented outcomes.
- Build trusted relationships with client stakeholders and communicate proactively on performance, risks, opportunities, and service enhancements.
- Partner with internal teams to support retention, improve client satisfaction, and identify opportunities for account growth.
- Maintain accurate, timely documentation of client interactions, action items, and performance updates in required systems and shared resources.
- Prepare and deliver polished client-facing presentations and business updates as needed
Internal and External Client/Account Manager Training (15%)
- Deliver Mastery Level Client Training and ongoing Program and Communication support
Qualifications (Education, Experience, Certifications & KSA):
- Bachelor’s degree or equivalent combination of education and experience preferred.
- 5–7 years of relevant experience in account management, client service, operations, or a related field preferred.
- Experience supporting or managing large, complex, or national accounts strongly preferred.
- Strong written, verbal, and presentation skills, with the ability to communicate effectively with clients and senior leaders.
- Demonstrated ability to manage multiple priorities, solve problems proactively, and drive results across cross-functional teams.
The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, skills, efforts or working conditions associated with a job.
We offer our employees a robust compensation package! Our comprehensive benefits include: medical, dental and vision insurance coverage; 100% company-paid life and disability coverage, 401k options with company match, three weeks PTO by the end of the first year and much more. Allied proudly promotes from within as part of a strong commitment to providing career growth opportunities for employees of all levels. Our diverse business portfolio allows employees broad career options with the advantage of staying with the same organization.
All qualified candidates will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law.
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