Client Account Lead Analyst - Philadelphia, PA, Cleveland, OH, Columbus, OH

About the Role

Key Responsibilities

• Manage a complex book of business, provide direction and support to junior professionals, and monitor trends while developing and executing service delivery plans.
• Engage externally with clients and brokers to educate and inform on service capabilities, products, and market strategies, building long-term relationships.
• Attend geographically assigned local market client/broker meetings.
• Keep the account team and service leadership well informed of account status and potential opportunities for expanded business.
• Develop and execute service improvement and recovery plans, including proactive actions, collaborating with matrix partners and account teams to meet or exceed client expectations.
• Perform root cause analysis and use data and insights to mitigate reoccurrence of issues.
• Exercise judgment in the evaluation, selection, and adaptation of standard and complex service techniques and procedures.
• Coordinate the development and delivery of monthly, quarterly, and annual reporting to ensure attainment of segment results and service improvement goals.
• Serve as a primary subject matter expert and support team training, maintaining standard operating procedures related to service delivery.
• Utilize problem-solving skills to identify root causes and support initiatives across the segment and leadership, leading or participating in projects.
• Collaborate with Tech Coaches, Trainers, Auditors & Compliance, and leadership to ensure awareness of issues and adoption of best practices.
• Influence service partners to drive consistency and best practices across markets and segments.
• Demonstrate proactive behavior, anticipate needs, and communicate effectively with strong organizational skills.

Requirements

• Bachelor's degree or Associate's degree in a related field preferred, or at least 5-7 years of related experience.
• Previous extensive experience in Sales Operations Services, procedures, and compliance.
• Experience working on a service support team, project team, or as a business resource for projects and initiatives.
• Exceptional knowledge and technical understanding of the insurance industry, including broker experience, HMO, PPO, POS, funding, compliance, contracts, and underwriting/rating systems.
• Experience with Excel and SFDC (Salesforce).
• Experience working with matrix partners, coaching others, and with external customers is preferred.
• Strong communication and interpersonal skills (written, oral, professional presence).
• Ability to attend client/broker events locally with potential for travel.
• Reliable internet connection of at least 10Mbps download and 5Mbps upload if working remotely.

Nice to Have

• Previous experience working on a service support team, project team, or as a business resource support for projects and initiatives.
• Experience working with matrix partners, coaching others, and with external customers.

Qualifications

• Bachelor's degree or Associate's degree in a related field (preferred).
• 5-7 years of related experience (minimum).

Benefits & Perks

• Not explicitly specified in the description.