Senior Customer Success Manager – BillReview IQ

By joining Sedgwick, you'll be part of something truly meaningful. It’s what our 33,000 colleagues do every day for people around the world who are facing the unexpected. We invite you to grow your career with us, experience our caring culture, and enjoy work-life balance. Here, there’s no limit to what you can achieve.

About the role

The Senior Customer Success Manager leads the management of large-scale, national, or international BillReview IQ client accounts on Legal-X and/or Legal eXchange. This senior-level position is accountable for strategic client relationship management, oversees complex service delivery, and drives customer retention and growth. The role requires advanced expertise in client engagement, addresses sophisticated reporting and operational needs, and provides leadership in identifying and executing expansion opportunities.

Responsibilities

• Executes contract renewals for major clients, including complex pricing negotiations.
• Develops and delivers advanced stewardship reports and dashboards tailored to client requirements.
• Advises clients on advanced bill review audit strategies and program optimization.
• Acts as the senior liaison for clients, proactively manages relationships, and ensures high satisfaction across multiple stakeholders.
• Leads and coordinates large-scale project initiatives, collaborating with cross-functional teams including the Expert Bill Review group.
• Identifies, develops, and pursues strategic cross-selling and business expansion opportunities.
• Analyzes and resolves high-impact issues affecting customer satisfaction and retention.
• Mentors and supports other team members as needed.
• Performs other duties as assigned.
• Travel as required.

Requirements

• Bachelor's degree from an accredited college or university preferred.
• Eight (8) years of related experience or equivalent combination of education and experience required to include three (3) years legal and/or claims adjuster experience.

Skills

• Demonstrates deep expertise in customer service and one or more of the following: workers’ compensation, liability claims management, or insurance litigation.
• Exhibits superior communication, leadership, and negotiation skills.
• Ability to understand client needs, discuss alternatives, make recommendations, and manage client expectations.
• Technical skills for gaining in-depth product knowledge, including self-directed learning.
• Shows advanced proficiency with Microsoft Office and complex reporting tools.
• Ability to manage multiple high-priority projects in a dynamic environment.
• Possesses exceptional analytical, strategic thinking, and interpersonal skills.
• Ability to work in a team environment.
• Ability to handle conflict and confront challenging issues in a fast work environment.
• Ability to meet or exceed Performance Competencies.

Work Environment

• Mental: Clear and conceptual thinking ability; excellent judgment, troubleshooting, problem solving, analysis, and discretion; ability to handle work-related stress; ability to handle multiple priorities simultaneously; and ability to meet deadlines.
• Physical: Computer keyboarding, travel as required.
• Auditory/Visual: Hearing, vision, and talking.

When applicable and appropriate, consideration will be given to reasonable accommodations.