Chief Client Officer

Job Description

The Chief Client Officer (CCO) will oversee Eberl's account management, sales, and marketing functions. The CCO will lead the development of a new Account Management function and extend this leadership across existing sales and marketing teams. By aligning strategies with business processes and communications, the CCO will be instrumental in driving client satisfaction, market visibility and overall growth. CCO will also collaborate with the product/innovation, account executives and operations teams to ensure new products and services are effectively and consistently positioned in the market.

PRIMARY RESPONSIBILITIES:

1.Strategic Leadership & Alignment

• Team Success: Work closely with account executives, sales, marketing, and operations teams to align efforts and ensure seamless execution of client-focused growth initiatives.
• Market Positioning: Support the teams' efforts to enhance Eberl Claim Services' brand presence via social media, industry conferences, and client-specific programs. Ensure a consistent, compelling value proposition across all channels.
• Collaboration with Product Innovation: Partner with the innovation and product team to ensure new products and services are effectively positioned and messages aligned in client communications, sales and marketing efforts.

2.Account Relationship Management

• Client Retention & Growth: Work closely with account executives and operations to develop processes that drive client retention and expanded service opportunities.
• Client Engagement: Implement a system of regular client touchpoints to support Account Executive efforts to recap services provided, identify and introduce relevant new services.
• Client Feedback: Collaborate with account executives and operations to create processes for gathering and acting on client feedback.

3.Sales

• Sales Strategy: Support sales team to refine and execute sales strategies that align with client segments and focus on new client acquisition, new product positioning, and service expansion.

• Sales Process Optimization: Ensure the sales team has the tools, processes, and support needed to convert leads into long-term clients, and expand services withing existing partners. Focus on streamlining workflows and improving efficiency throughout the sales cycle.
• Cross-Functional Collaboration: Facilitate strong collaboration between sales, marketing, account executives, operations, and product innovation teams to ensure a unified approach to client acquisition, service delivery, and expansion.

4.Marketing

• Brand Visibility: Lead efforts to elevate Eberl Claim Services' presence in the market through social media, industry conferences, and client-specific programs, ensuring messaging aligns with market needs and company positioning strategies.
• Client-Specific Marketing Programs: Work with sales, account executives, and operations to develop tailored marketing initiatives that address the specific needs of key clients, enhancing engagement and loyalty.
• Market Positioning: Ensure consistent messaging and branding across touchpoints, supporting sales efforts in new prospects and within existing clients, and positioning Eberl Claim Services as a leader in the industry.

5.Performance Management & Continuous Improvement

• KPI Development & Monitoring: Work with team to define, track, and optimize key performance indicators (KPIs) for account executives, sales, and marketing teams, ensuring alignment with business objectives.
• Data-Driven Optimization: Use data to evaluate the effectiveness of client engagement, sales strategies, and marketing initiatives to drive continuous improvement.
• Process Improvement: Identify and implement process improvements across sales, marketing, and account executive functions to increase effectiveness, enhance client experience, and maximize performance.

QUALIFICATIONS

• Experience: Proven leadership experience working closely with account executives, sales, and marketing teams in a B2B services environment, ideally within insurance or claims management.
• Strategic Focus: Ability to collaborate across functions to optimize client engagement and drive business growth. Ability to adapt within a fast-paced and dynamic environment, with a commitment to staying current with industry trends. Experience in developing and executing strategic market initiatives that drive business growth and brand positioning.

• Communication: Outstanding communication skills, including the ability to effectively present ideas and influence key stakeholders. Strong skills in building and managing both internal and external relationships.
• Process-Oriented: Strong track record of establishing and refining operational processes that support team success.
• Data-Driven: Proficiency in using performance data to drive decisions and improve results.
• Education: Bachelor's degree in business administrations, marketing, or related field is preferred
• Experience: A minimum of 10 years' experience in client services and at least 5 years in a leadership role