Director, Enterprise Client Services

Under the direction of the Managing Director, Client Services, the Enterprise Client Leader, Client Services is accountable for leading Crawford USLA's relationships with its most strategic clients across all solution lines. The role also supervises and monitors the activities of other Client Services team members who manage USLA clients, ensuring the consistent and effective delivery of products and services to clients, brokers, and carriers, with a focus on revenue growth, client satisfaction, and client retention.

Responsibilities

• Builds, continuously updates, and aligns resources to execute the Client Delivery Model. This includes bringing together all key partners at Crawford USLA and the client to develop strategies and execute commitments and plans. Maintains regular engagement with all stakeholders within the client's organization and ensures that updated relationship maps are shared with client teams.
• Drives business results by achieving new business and client retention metrics across solution lines. Maintains a detailed understanding of USLA revenue.
• Influences all levels of Crawford USLA to align appropriate internal resources and ensure excellence in client service delivery. Shares strategy and planning updates with the Crawford USLA team through regular check-ins. Identifies service offerings that clients are not currently utilizing, including newly developed solutions.
• During Client Planning Strategy sessions across all solution lines, maintains a comprehensive understanding of all Crawford USLA services and ensures that assigned clients fully understand the value delivered.
• Works directly with the Sales Team, assisting with proposal preparation and presentations, and leads coordination efforts with various departments following contract award to ensure a smooth transition.
• Manages all aspects of new client setup, coordinating activities with clients, brokers, carriers, and internal departments to ensure effective service delivery.
• Provides ongoing orientation and training for client personnel regarding methodologies, systems, products, and services.
• Updates Client Service Parameters to ensure accuracy and communicates updates to internal Claims staff and other relevant departments.
• Assists the Managing Director with new-hire training and the development of current and newly hired staff.
• Proactively manages client contract renewals, beginning the process three to six months before the renewal date, including pricing proposal preparation and negotiations with existing clients.
• Prepares and delivers Stewardship Reports to clients according to the agreed reporting cadence.
• Maintains data integrity for client programs by updating internal reporting systems, including Salesforce, Lotus Notes, LEAH, Pricing Workbooks, and Client Service Protocols.
• Leads account benchmarking initiatives in partnership with the Consultative Analytics Unit to prepare, analyze, and present meaningful statistical reports that identify opportunities for reducing loss costs.
• Celebrates team successes and growth to recognize contributions and enhance employee engagement.
• Monitors performance and provides mentoring, coaching, and support to assigned Account Executives (AEs) and administrative personnel.
• Communicates effectively and provides and receives feedback to continuously enhance team success.
• Assists with billing and collections activities.
• Upholds the Crawford Code of Conduct.

Qualifications

• Bachelor's degree, or an equivalent combination of education and relevant professional experience.
• Ten or more years of progressive experience in a Third-Party Administrator (TPA), insurance carrier, or brokerage environment, with expertise in claims management, loss control, underwriting, or a related field, demonstrating the ability to acquire, develop, and profitably grow client accounts.
• Five or more years of experience in account management or a related role.
• High level of business acumen, including a strong understanding of accounting, finance, and economics.
• Strong leadership, relationship management, and team-building skills.
• Strong knowledge of claims products and services.
• Demonstrated ability to foster collaboration across business functions and work effectively as a team player.
• Excellent communication skills, including written, verbal, and active listening abilities, as well as strong presentation skills.
• Strong negotiation and sales-closing skills.
• Excellent time management skills and strong attention to detail.
• Strong sales orientation and client relationship management skills.
• Proficient computer and systems skills.
• Strong analytical and problem-solving abilities.
• Well versed in benchmarking methodologies and the interpretation of benchmarking results.
• Strong understanding of the insurance and third-party administrator (TPA) industry and marketplace.
• Relevant insurance and/or technical designations (e.g., CPCU, ARM, AIM, AIC) are preferred.
• Completion of continuing education requirements in accordance with Crawford Educational Services guidelines is required.

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About Us

Why Crawford?

Because a claim is more than a number - it’s a person, a child, a friend. It’s anyone who looks to Crawford on their worst days. And by helping to restore their lives, we are helping to restore our community - one claim at a time.

At Crawford, employees are empowered to grow, emboldened to act and inspired to innovate. Our industry-leading team pioneers new solutions for the industries and customers we serve. We’re looking for the next generation of leaders to take this journey with us.

We hail from more than 70 countries and speak dozens of languages, reflecting the global fabric of the audience we serve. Though our reach is vast, we proudly operate as One Crawford: united in purpose, vision and values. Learn more at www.crawco.com.

When you accept a job with Crawford, you become a part of the One Crawford family. And as part of the One Crawford family, we offer  a comprehensive Total Rewards package to  our employees  to assist with their financial, health/wellness, continuing education/training and other needs:

• Competitive base pay

- The Pay Range/Salary represents the anticipated low and high pay that may be offered for this position. To determine the actual offer, Crawford considers a wide range of factors including the candidate’s previous experience and education, market rates, minimum pay requirements for the applicable jurisdiction, business segment, supply/demand, and scheduled hours. 

• Bonus/Incentive Pay and other Performance-Based Rewards, if applicable.
• We offer a well-rounded benefits package that encourages wellness and helps our employees to be an educated healthcare consumer. The core benefits* offered include:

- Medical, Dental and Vision Plans
- Prescription Drugs
- HSA, HRA, and FSA Accounts
- Paid Holidays, Vacation and Sick Leave
- 401(k) Retirement Plan
- Tuition Assistance
- Paid Parental Leave
- Supplemental Health Benefits
Other Benefits currently available at no cost include: - Enhanced Mental Health Support
- Virtual Physical Therapy
- Caregiving Services
- Life Assistance Program

*The above information highlights some of the benefits currently available to eligible full-time employees.

• Training programs that promote continuous learning and career progression while enhancing job performance.
• Sustainability programs that give back to the communities in which we live and work.
• A culture of respect, collaboration, entrepreneurial spirit and inclusion.

Crawford & Company participates in E-Verify and is an Equal Opportunity Employer. M/F/D/V Crawford & Company is not accepting unsolicited assistance from search firms for this employment opportunity. All resumes submitted by search firms to any employee at Crawford via-email, the Internet or in any form and/or method without a valid written Statement of Work in place for this position from Crawford HR/Recruitment will be deemed the sole property of Crawford. No fee will be paid in the event the candidate is hired by Crawford as a result of the referral or through other means.