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.

As a Customer Success Manager – BillReview IQ, you will lead the management of large-scale, national, or international BillReview IQ client accounts on Legal-X and/or Legal eXchange. This position is accountable for strategic client relationship management, oversees complex service delivery, and drives customer retention and growth.

Responsibilities:

• Execute contract renewals for major clients, including complex pricing negotiations.
• Develop and deliver advanced stewardship reports and dashboards tailored to client requirements.
• Advise clients on advanced bill review audit strategies and program optimization.
• Act as the senior liaison for clients, proactively manage relationships, and ensure high satisfaction across multiple stakeholders.
• Lead and coordinate large-scale project initiatives, collaborating with cross-functional teams including the Expert Bill Review group.
• Identify, develop, and pursue strategic cross-selling and business expansion opportunities.
• Analyze and resolve high-impact issues affecting customer satisfaction and retention.
• Mentor and support other team members as needed.

Qualifications:

• Bachelor's degree from an accredited college or university preferred.
• Eight (8) years of related experience or equivalent combination of education and experience required, including three (3) years legal spend management and/or litigated claims experience.
• Demonstrates deep expertise in customer service and one or more of the following: legal spend management, insurance defense litigation.
• Exhibits superior communication, leadership, and negotiation skills.
• Ability to understand client needs, discuss alternatives and 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.