Mitchell International, Inc.

  • Senior Client Services Manager

    Job Location US-CA
    Job ID
    18-8654
    Type
    Regular Hire
  • Company Overview

     

     Mitchell International, Inc. is a leading provider of information and workflow solutions to the Property & Casualty Claims Industry and their supply chain partners. We solve interesting and complex problems that directly affect the customers our clients serve. We are constantly adapting to stay on the forefront of emerging technologies and we work diligently to maintain our position as a thought leader within our industry.

     

    Mitchells workers compensation national managed care program offers solutions for insurance carriers, third-party administrators and employers. We recommend an integrated suite of solutions that include bill review, pharmacy benefit management, utilization review and case management with a focus on managing total claims costs while expediting safe return to work.

     

    Mitchell’s Pharmacy Solutions division provides critical Pharmacy Benefit Management solutions to hundreds of workers’ compensation and auto insurance carriers, administrators and employers in the United States, as well as connects with over 65,000 pharmacies to provide injured patients with access to prescription medicines. Our mission is to provide our customers with better claim outcomes and help patients restore their lives after a workplace or automobile accident.  Mitchell is the fastest growing pharmacy solutions provider to the U.S. property and casualty industry.  The company offers a competitive compensation and benefits package including health insurance, 401(k), disability protection and tuition reimbursement.

    Job Description

    The Senior Client Services Manager is focused on client retention, revenue retention and growth, contract management, and overall customer satisfaction. Represents results for assigned accounts for the Senior Leadership Team and within Mitchell.  Maintains direct contact with clients before and/or after the sale. Supports sales team by developing and maintaining positive customer relations with clients/customers, which can substantially affect service and/or product revenue(s).  Represents Mitchell Pharmacy Solution's client engagement communications with Strategic, Key and Managed accounts.

     

    Duties and Responsibilities:

    • Leads the planning, design, and implementation of customer account plans.
    • Acts as an escalation point for complex and/or critical matters to influence fair outcomes and deployment of project resources toward activities that have strategic or tactical importance to Mitchell and its customers.
    • Plays a direct role in complex issue resolution, action planning and, at times, solutioning.
    • Analyzes and understands customer strategies, future product plans, and expansion activities leading to improved customer service (NPS score) and new business opportunities. Achieves metrics and holds self accountable for driving results.
    • Identifies roadblocks for the team that may impact client services and delivery
    • Should be able to speak to assigned client revenue challenges and opportunities at any given time.
    • Develops mutually beneficial relationships with internal and external stakeholders
    • Provides clear and concise communications on company and customer initiatives.
    • Manages the completion of accurate and timely reporting of all account activity.
    • Communicates effectively with customers, executives, peers, and establishes strong, positive relationships.
    • Direct responsibility for assigned strategic and key accounts.

    Qualifications

     

    Education, Training & Experience:

    • Bachelor’s degree in Business Administration, or related field, or appropriate combination of education and experience.
    • Extensive knowledge and understanding of the Insurance Property and Casualty industry is desired.
    • Prior PBM work experience is a plus.  
    • Must be available to travel at least 20%.
    • Flexible work hours. Customer base is National and may require office hours start or end equivalent to East or West coast office hours.

     

    Technical Competencies & Skills:

    • Strong strategic thinking, problem-solving, negotiation, and decision-making skills.
    • Ability to analyze data and identify quarterly trend variances.
    • Excellent oral and written communication skills.
    • Competencies in PowerPoint and Excel are required.  Experience using Salesforce is a plus.
    • Demonstrates integrity and ethical behavior.

    Mitchell International, an equal opportunity employer, values the diversity of our workforce and the knowledge of our people.  Mitchell will not discriminate against an applicant or employee on the basis of race, color, religion, national origin, ancestry, sex/gender, age, physical or mental disability, military or veteran status, genetic information, sexual orientation, gender identity, gender expression, marital status, or any other characteristic protected by applicable federal, state or local law.

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