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Business Support Specialist
2 months ago
We are seeking an experienced Account Manager to join our team at Specialty Business Solutions. As an Account Manager, you will play a key role in delivering exceptional customer service and support to our clients in the Global Speciality Insurance Market.
Key Responsibilities:- Investigate and resolve application and system issues across multiple products.
- Collect information relating to client requirements pertaining to incidents and service requests.
- Escalate/engage with Technical Support, development and service delivery management teams as required.
- Develop an understanding of customer's business and operational environment.
- Enhance product knowledge and help centre articles to support both business and technical understanding.
- Prioritize issues according to business impact and workload, and escalate within the Business Support team as needed.
- Manage time optimally to ensure contract service level agreements and client expectations are managed and met.
- Attend regular client meetings and engage with key stakeholders in projects and client support teams.
- Provide basic levels of training as needed internally and externally.
- Visit client offices, and work remotely alongside clients as needed according to demands and any upgrades/periods of increased risk.
- Participate in Service transition, ensuring readiness for projects moving to BAU.
- Raise any risks with senior management or via standard process.
- Ensure that client's data is secure and properly managed.
- Senior C level engagement experience with at least 10 years relevant experience in a similar role.
- Significant experience of commercial and contractual engagement, including relationship management.
- Able to manage the initial negotiation and renewal of contractual agreements without support.
- Significant Global Speciality Insurance Market experience within either a vendor or client role.
- Experience of managing a global enterprise relationship either internally or as a vendor with greater than £1M per annum spend with complex multilayer relationship.
- Specialist focus on specific Product as 'trusted advisor' at Client C level.
- Informed and aware of all Sequel Products, practice and roadmaps.
- Self-sufficient in the management of all sized client relationships.
- Understanding and experience of the software delivery lifecycle, with experience in one or more functional roles.
- Understanding of the Global Speciality Insurance and Reinsurance Market, processes and procedures.
- CII qualified.
- Other related professional qualifications (Lean Six Sigma/ Project Management etc).
- Experience of the configuration and usage of Salesforce to manage client relationships and pipeline.
At Specialty Business Solutions, we empower communities and businesses to make better decisions on risk, faster. We are a leading data analytics and technology partner to the global insurance industry, delivering value to our clients through expertise and scale. We value learning, caring and results and make inclusivity and diversity a top priority.
We are an equal opportunity employer and consider all qualified applicants for employment without regard to race, religion, color, national origin, citizenship, sex, gender identity and/or expression, sexual orientation, veteran's status, age or disability.
