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Manager, Carrier Accounts

Company: Utilant LLC
Location: Buffalo
Posted on: November 11, 2019

Job Description:

Utilant is a global software company with headquarters in Buffalo, NY. Utilant specializes in creating cutting edge software applications for the insurance and real estate industry. Our rapidly growing company is looking for an experienced Manager, Carrier Accounts Team.

Job Summary:

Manages a team of Client Experience Specialists who are responsible for the production and enhancement support of LC360 technical systems, software, hardware or solutions. Reviews external client product demands, oversees the team's development statements of work and ensures that client requests are completed on time, within budget, and meet client expectations. Tracks and reports the financial health of all Carrier accounts.


  • Manages Client Experience Specialists in the day-to-day performance of their jobs.

  • Leads from the front by overseeing multiple customer enhancement projects in parallel while ensuring exceptional customer delivery

  • Works closely in a team-based environment with Utilant's sales, accounting, support, operations, product and engineering, as well as partners

  • Negotiates contracts/SOWs and close agreements to maximize profits

  • Develops new business with existing clients and/or identify areas of improvement to meet sales quotas

  • Works directly with customers to understand their AP and Payment automation needs

  • Tracks and reports status on Carrier client projects in an organized and transparent way, and present progress to internal teams on a regular basis

  • Ensures that company/department milestones/goals are met adhering to approved budgets.

  • Serves as a Scrum Product Owner for the Carrier Accounts platform

  • Works with Release Manager to ensure well-planned and timely releases of core product upgrades and client requested custom work

  • Manages, hires, and motivates a rapidly growing team of Client Experience Specialists

  • Provides on-going education and mentorship to the account management team

  • Creates and implements a metric-driven implementation and production management processes to reduce customer time to value

  • Drives improvements to the existing onboarding process that will delight customers and drive brand loyalty

  • Drives resolution of complex and escalated client needs; assists account team and internal development teams

  • Continues to build a customer-centric culture within the account management team

  • Is a positive agent for change as Utilant rapidly scales its overall business

  • Expected to become a Subject Matter Expert in the LC360 Carrier Platform

  • Reports to Director of Client Services


    • Proven supervisory experience, account management, technical services or other relevant experience

    • Demonstrated ability to communicate, present and influence credibly and effectively at all levels of the organization, including executive and C-level

    • Experience in delivering client-focused solutions based on customer needs

    • Experience in developing high performing teams

    • Proven ability to manage and grow multiple accounts/projects at a time while paying strict attention to detail

    • Excellent listening, negotiation and presentation skills

    • Excellent verbal and written communications skills

    • Self-motivated and able to thrive in a results-driven environment

    • Natural relationship builder with integrity, reliability and maturity

    • Ability to prioritize among competing tasks

    • Demonstrated critical thinking and problem-solving skills

    • Time management, detail and organizational aptitude necessary.

    • Microsoft Office applications (Advanced Excel and MS SQL a plus), technically savvy with mobile, internet and multiple computing platforms.

    • Experience in a SaaS software / IT environment preferred

    • Experience in configuration-based software system implementations preferred

    • Familiarity with common API services/formats such as XML and JSON preferred

    • Understanding of website development, marketing, measurement and analytics, content management, digital marketing and internet technology a plus

    • Experience in the Loss Control/ Insurance Industry a plus

      Education & Experience:

      • Education: Bachelor's Degree in related major and 4 years of related experience, OR

      • Experience: At least five (5) years of related experience.

        Physical requirements:

        While performing the duties of this job, the employee is regularly required to talk or hear. The employee is frequently required to walk, stand, sit, use hands for fine manipulation, handle or feel and reach with hands and arms using a keyboard and video display terminal. The employee is occasionally required to stoop, kneel or crouch. Specific vision abilities required by this job include close vision, distance vision, ability to adjust focus and peripheral vision.

        The intent of this job specification is to provide a representative summary of the types of duties and responsibilities that will be required of positions given this title and shall not be construed as a declaration of the specific duties and responsibilities of any particular position. Employees may be requested to perform job-related tasks other than those specifically presented in this specification.


        Utilant LLC provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Utilant LLC complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

        This position is based in our Buffalo, NY office located at 155 Chandler Street; remote candidates will not be considered for this opportunity. Candidates must be authorized to work in the United States; sponsorship is not available.

Keywords: Utilant LLC, Buffalo , Manager, Carrier Accounts, Executive , Buffalo, New York

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