Client Relationship Manager

Overview

The role of the Client Relationship Manager owns the retention, client health, and revenue growth for a portfolio of existing clients. This role will manage the renewal lifecycle, will monetize accounts through increased adoption, will create leverage through enhancement/add-ons, line-of-business expansion, and will surface product line cross-sell opportunities. Works with Marketing, Sales, Delivery, Payment Operations, Product and Support to deliver world class customer experience resulting in advocacy of One Inc products.

Success is measured through 95%100% client retention, increased MRR through cross-sales and increased product utilization, 100%+ portfolio revenue growth, and contract extensions (with exclusivity).

Essential Job Functions & Responsibilities

• Maintains a thorough understanding of the merchants business and usage of One Inc products and services to identify risks and opportunities.
• Distributes feedback cross-functionally for continuous client experience improvement.
• Maintains regular cadence of client engagement which will include executive and strategic business reviews that occur monthly and/or quarterly.
• Understand Client Needs – Conduct regular check-ins to assess client goals, challenges, and expectations.
• Cook up and execute adoption monitoring and optimization programs immediately post go-live to ensure total volume and digital payments align with expectations.
• Execute adoption monitoring and optimization programs immediately post go-live to ensure total volume and digital payments align with expectations.
• Work with the Marketing, Sales, Payment Operations and Product team to drive the engagement and advocacy of One Inc into our customer base.
• Go deep and wide into the install base by establishing top level executive relationships, as well as operational and technical stakeholders.
• Stay Updated on Industry Trends – Keep informed about market changes to provide strategic recommendations.
• Understand how to conduct and clearly explain analytics and performance data to drive insights and decision-making with clients.
• Facilitate connections across client organizations, including C-level and ELT stakeholders, to ensure alignment and executive.
• Communicate effectively across all levels of client and internal teams—both written and oral—with clarity, empathy, and purpose.

Skills & Qualifications

• Expert relationship management and communication skills.
• Proven ability to drive internal teams for timely client responses by building strong cross-functional relationships, ensuring accountability, and maintaining a high level of responsiveness and follow-through.
• Ability to understand business strategies and translate those to functional and technical stakeholders.
• Working knowledge of insurance industry and/or payment processing standards and trends.
• Demonstrated ability to interpret analytics and communicate key insights to influence business outcomes.
• Experience identifying and creating cross-sell opportunities and developing go-to-market strategies within existing accounts.
• Proven success in maintaining high client health scores and satisfaction ratings.
• Strong understanding of payments and/or insurance organizations, structures, and key operational areas including billing, policy, and claims.
• Ability to find, engage and influence senior and executive-level stakeholders (ELT/C-Suite).
• Ability to travel onsite to customer locations. Estimated Travel required 25-50%.

Experience & Education

• Bachelor’s degree or equivalent experience.
• Minimum 10 years’ experience in Enterprise Account Management, Client Success or other relevant support position(s) or relatable insurance experience.
• In-depth understanding of Billing, Policy, and /or Claims within the insurance industry.
• Experience working in fast paced, rapid growth companies or departments.

Desired Traits

• Growth Mindset, Problem Solver, Demonstrates Ethical Behavior, Leverages Resources, Strong Drive, True Team Player, Supportive & Adaptable to Change, Commitment to Personal & Professional Development.

Company Profile

One Inc provides insurers with the capability to give their customers what they expect: choice, control, convenience, and continuity. That’s the strength derived from the Power of One™ - a cohesive and seamless experience for both inbound and outbound digital insurance payments. The One Inc Digital Payments Platform combines multi-channel digital communications with electronic payment processing and disbursement, creating a frictionless premium and claims payments experience. As one of the fastest growing digital payments platforms in the insurance industry, One Inc manages billions of dollars per year in premiums and claims payments. Headquartered in Folsom, CA—One Inc offers a competitive salary, and benefits including medical, dental, and vision insurance, 401(k) plan, a commitment to a solid work/life balance, and a policy of promoting from within whenever possible.

One Inc is an equal opportunity employer and complies with all EEOC legislation in each jurisdiction it operates in.