Customer Retention Manager jobs in Baltimore, MD

Making Trade Happen

Coface is a team of 4,500 people of 78 nationalities across nearly 60 countries, all sharing a corporate culture across the world. Together, we work towards one objective: facilitating trade by helping our 50,000 corporate clients develop their businesses.

With 75 years of experience, Coface is a leader in the credit insurance and risk management market. We have also developed a range of other value-added services, including factoring, debt collection, single risk insurance, bonding, and information services.

As a close-knit, international organization at the core of the global economy, Coface offers an enriching work experience on several levels: relational, professional, and cultural.

Every day, our teams are making trade happen. Join us!

THE JOB

“Coface BrokerConnect Team” was created to deliver a level of service that allows specialized brokers the ability to fulfill their obligations towards our mutual clients. The broker team will communicate in a timely, accurate and clear way, providing a point of contact for any questions to be answered immediately.

Reporting to the Senior Vice President of Broker Relations, the Retention Account Manager- Team Lead is responsible for the retention and development of ongoing relationships between Coface and its key clients, as well as their intermediaries in order to maximize revenue and retention of profitable clients in the portfolio. You will also play a key role in enhancing the customer experience of Coface products by servicing and cross-selling services and products to existing clients. You should have a clear understanding of the current economic climate and how it affects the market.

Key Tasks and Responsibilities:

Team Lead

• Assist the SVP of Broker Relations with managing the Department on a day to day basis to deliver first in class service, the coordination with commercial underwriting to deliver new and renewal quotation’s in a timely fashion and the achievement of the renewal and new business targets.
• Assist the SVP of Broker Relations in the logistics associated with the Team delivering proactive broker and policy holder interactions.
• Assist the SVP of Broker Relations with team training, commercial reporting analysis, and ad hoc projects as they are assigned.

Customer Relationship Management

• Build strong customer relationships through regular and proactive communication through various media and collaborative tools
• Respond swiftly and appropriately to questions and concerns from clients and their intermediaries
• Utilize a consultative approach in determining the most effective coverage for a particular client need in administering pricing tools in preparation for bids and price quotes with commercial and risk underwriters who will structure and decide commercial terms
• Introduce and promote new Coface offerings through consistent client interaction and onsite visits
• Deliver critical data to the client; translating critical information into client needs

Portfolio Management

• Act as the central point of contact for the client and/or its intermediaries
• Properly manage and update CRM application - Centrix
• Prepare and present sales proposals / renewal offers to deliver renewal revenue and achieve maximum sales profitability
• Increase profitability of existing product lines and maximize opportunities for all Coface offerings
• Monitor and report on performance
• Demonstrate all Coface offerings to existing clients to determine those solutions best suited for their needs

Market Knowledge

• Establish and ensure credibility with clients by clearly articulating detailed current market conditions, and aligning the Coface value proposition vs our competitors
• Collaborate with the Coface marketing and underwriting teams to leverage our resources for campaigns and events

Communication

• Supply management with verbal and written reports on customer needs, problems, interests, competitive activities, and potential for new products and services
• Establish and maintain communication links with other internal departments to identify all sales opportunities
• Develop, maintain and lever strong relationships with intermediaries in order to increase the client retention

Risk Management and Compliance

• Take joint ownership of the loss ratio on the portfolio with the risk department and deliver a profitable result to the business
• Adhere to compliance standards set by Coface and external regulators

THE CANDIDATE

• Degree in Finance, Business Administration, Economics, Banking or equivalent preferred.
• 10-15 years of experience in a credit insurance, would be preferred.
• Prior Management experience of a trade Credit Insurance team.
• Previous experience in a multi-cultural environment will be a plus.
• In depth familiarity and knowledge of various contract structures in order to know how best to negotiate between price and risk.
• Risk Management and Project Management a plus.
• Strong written and verbal communication skills and professionalism.

• Industry knowledge: to be knowledgeable regarding credit insurance, general credit practices, adequate understanding of relevant legal topics, business law, insolvency procedures, and general business documentation requirements.
• Results driven: to keep track of targets and generate results regardless of obstacles within deadlines and according to expected standards.
• Supportive of change: to pursue continuous improvement by seeking ways to develop products, services or processes for increased efficiency or effectiveness, regardless of where the product, service or process started. To identify new opportunities and to be proactive in initiating ways to promote successful business.
• Team player: to accept and support team objectives. To prioritize a collaborative working environment over personal preferences. To maintain team members’ co-operation and good relationships.
• Customer oriented: to identify and understand internal / external customers’ needs and requirements to provide solutions (standard or individual ones). To develop and maintain long-term relationships and co-operate with internal / external customers.
• Well organized: to consider human, financial and operational resources available in order to manage an efficient and autonomous workflow of a high volume of claims to deliver appropriate results.
• Negotiating: to work towards win-win outcomes from understanding all stakeholders’ expectations and responding to them adequately to achieving value-added results during negotiations.
• Microsoft applications: Outlook, Word, Excel, SharePoint.
• Ability to travel within the United States.

Preferred candidate will be local to Hunt Valley, MD but also open to someone in Princeton, NJ. This is hybrid - 2 days onsite, 3 days remote.