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Mgr Commercial Claims in Memphis, TN at ServiceMaster

Date Posted: 7/23/2020

Job Snapshot

Job Description

Position Overview

In coordination with the Strategic Account Executive, and in support of the overall account strategy, this role executes account performance and penetration strategies with national commercial customers.  Grows the business by, strengthening and managing key customer relationships, and ensuring compliance to contractual KPI’s within assigned accounts.

Job Responsibilities

  • Collaborates with Strategic Account Executive on growth strategies specific to retain and expand services provided to existing national customers.
  • Supports account retention by overseeing claims from FNOL (first notice of loss) through the claim review and billing process.
  • Assists in claim assignment to qualified service partner (franchise).
  • Reviews and audits invoices to ensure compliance with customer’s job standards and pricing guidelines.
  • Communicates project updates to customers and following up with network partners to ensure timely and complete job performance.
  • Handles client and network service issues through resolution, including tracking and reporting as required.
  • Provides feedback from customer and network experiences to Strategic Account Executive to support client retention and growth strategy.
  • Generates network performance reports and analyzes performance data to ensure compliance with customer contractual requirements and work with Strategic Account Executive to prepare action plans with the network and customer to drive account growth.
  • Coordinates and works with internal resources, including account management team, operations, claims review and customer service to drive revenue growth, customer satisfaction and account retention.
  • Works in conjunction with franchise commercial sales teams to drive account penetration at the regional and local level.
  • Participates in national and regional communication and performance updates to the franchise network.
  • Evaluates and suggest process improvement in claim management and response requirements.

Job Requirements

  • Bachelor’s degree or equivalent business experience
  • 2-5 years experience in claims review or account management role in a services industry responsible for large B2B customer relationships
  • Understanding of the commercial property claims management process
  • Strong relationship management skills to build sales momentum to drive growth
  • An ability to review large amounts of data and draw meaningful conclusions or identify actionable trends
  • Excellent verbal and written communication skills
  • Excellent presentation skills
  • Ability to collaborate with and influence others
  • Experience with Salesforce or equivalent CRM tool
  • Respond to request afterhours for claim assignment assistance


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