Job description

About Patra

Patra Corporation is the worldwide leader in insurance back-office and account management business process outsourcing. Patra offers a wide range of services designed to lower costs, reduce risk and improve employee productivity through the transfer of account management and business support functions, such as policy checking, certificate issuance, eligibility processing, quality control and account audits, to operation centers in the US, India, and the Philippines.

Core Duties

Reporting to the SVP Customer Experience, the Vice President of Customer Experience Client Engagement will ensure that our client derives maximum value from our products and services while fostering a long-term partnership and driving customer satisfaction. You will be accountable for growth and management responsibilities within a large, single designated Patra Customer, while supporting a team. The VP of Customer Experience Client Engagement must have deep knowledge of specialty insurance, a proven history of superior relationship management skills and can demonstrate how their account oversight has retained existing revenue and delivered revenue growth for large complex specialty / wholesale account(s).

Core Duties By Competency

Knows the Business

Monitor Account Performance Metrics - that drive customer engagement and retention for sold and delivered.
Objective and Key Results (OKR’s) - Identify client’s specific and qualitative goals that are quantifiable and measurable. Create ways to work with clients to track and report on progress to OKR’s.
Relationships - establishing key client relationships across the organization that focuses on growth and expansion opportunities for existing services and net new services.
Best Practice Recommendations - leverage industry and Patra Operations insights to recommend the best practices that will drive outcomes for the client.
Engagement - Proactively engage in issues / opportunities with ability to resolve conflict or challenges.

Leads Others

Team Leadership - responsible for leading two experienced Specialty employees/members of Patra.
Consultative Services - able to consult on emerging industry trends/technology (not exclusive to Patra) thereby becoming the client’s “trusted advisor” centered around Patra’s Point of View.
Serve as the Patra Primary POC - Build a strong and trusted relationship with key client stakeholders.
Client Feedback - Conduct regular feedback sessions with clients to gather insights into continuous improvement and innovation.
Value Delivery - Guide client through the implementation and usage of our specialty insurance solutions to ensure maximum value is achieved.

Accountable

Innovation - Create innovative ideas, products or methods or solutions that address and solve client’s business challenge(s).
Cross-functional collaboration - Interface with Patra product development, Marketing and Operations to address client needs and deliver value.
Account Risk Management - Identify and mitigate risks that may impact account health or client satisfaction.
Account Reviews - Conduct regular account reviews, QBRs and strategic planning sessions to understand client objectives, address concerns, and develop action plans.

Team Player

Customer Advocacy - Serve/function as the voice of the client within Patra, advocating for their needs and driving necessary product enhancements aligned with Ops and Technology.
Reporting - Prepare and present performance reports to clients and internal stakeholders to demonstrate value realization.
Other tasks as required.

Minimum Requirements

Bachelor’s degree required, MBA, desired.
15+ years’ experience in Specialty / Wholesale Insurance Market either in Service Delivery, Consulting or combined with Product / Technology oversight.
Excellent at relationship management with a proven track-record of growing a large and complex account/customer.
Highly skilled at formulating and constructing strategic proposals that contain a compelling financial (revenue, margin, and/or valuation) value proposition that resonates with a C-Suite buyer.
A command of Complex sales cycles and the associated decision-making processes.
A history of maintaining revenue and achieving/exceeding assigned revenue Goals.
A background and skills in "Consultative Solutioning" techniques and associated terminology.
Strong negotiation skills and deep experience with all aspects of contracts: Business, Financial and Terms.
An ability to leverage entry points and references within enterprise accounts that lead to access to other parts of the enterprise.
Ability to work in a decentralized remote organization.
Excellent presentation and communication skills.
High integrity with the ability to build relationships - both internally and externally.
Understands OKR’s, Planning and Delivery methodologies and tools associated with oversight including MSO, Miro or like products, etc.

Working Conditions

Work from home
Minimum internet speed of 6 mbps download and 3 mbps upload; Wired Ethernet cable connection from home router to computer; No satellite

Work Standards

Interpersonal Skills:

Demonstrates the ability to work well with Patra colleagues and clients and with external organizations.

Promotes Culture of Respect & Safety:

Demonstrates commitment to personal responsibility and value for safety and respect; Communicates concerns.
Uses and promotes safe respectful behaviors based on training and lessons learned.
Subject to and expected to comply with all applicable Patra Corp policies and procedures.

Equal Employment Opportunity

Patra Corporation is an equal opportunity employer committed to celebrating diversity and creating a safe and inclusive environment for all employees.

Required profile