Manager, Account Management Team

Kinetic

5d•$130,000 - $140,000•Remote

About The Position

Kinetic is seeking a Manager, Account Management Team to join our dynamic Insurance Operations team. In this role, you’ll leverage your extensive expertise in team building, employee management, and attaining team performance goals. You’ll play a key role in driving positive outcomes by identifying high-risk exposures, facilitating mitigation opportunities, and collaborating with internal teams to reduce policyholders’ total cost of risk. As an operations leader, you’ll also provide strategic insights, and support data-driven decision-making to improve key results. The current role will step into a mix of claims support for target accounts, and making sure our team is enabled to have constructive conversations about the value of empowerment to policyholders and actions they can take to drive better claims outcomes. However, over time, we envision that our product will do more and more of that heavy lifting and the real focus of this role will be to make sure our book of policyholders is engaging with our platform and getting value out of our software. This is an exciting opportunity to work at the intersection of insurance and technology, contributing to the evolution of a tech-enabled workers’ compensation solution.

Requirements

Experience: At least 3 years of experience leading teams specifically within the insurance operations space.
Product Onboarding and Engagement: You have built out systems to onboard customers into a software product and used data to drive improved engagement with that product. You have confronted multiple situations of objection handling associated with change management into a new software product.
Collaboration: Proven experience working with internal teams (Account Management, Claims, Loss Control) and directly with external policyholders and agents.
Industry Knowledge: Exposure to the breadth of challenges a policyholder faces during the course of coverage, ideally in Workers’ Comp.
Relationship Building: Demonstrated ability to build positive partnerships across the department, the wider organization, and with external customers.
Communication: Excellent written and verbal communication skills, including experience preparing and delivering high-level presentations to leadership.
Adaptability: Ability to work both independently and collaboratively with team members at all levels in a fast-paced environment.
Tech Savvy: Proficiency in Google Suite (Docs, Sheets, Slides).

Nice To Haves

Experience working at an Insurtech company or MGA
Experience plotting and visualizing data in a business intelligence platform such as Tableau or Looker

Responsibilities

Team Leadership & Development: Oversee the Policyholder Success Manager (PSM) team’s day-to-day operations. Provide leadership support through 1:1 check-ins, goal alignment, and professional development.
Performance Management: Set clear team objectives and hold the team accountable. Regularly review progress in both team and 1:1 settings, providing the specific feedback and "radical candor" necessary for growth.
Data-Driven Strategy: Ensure data transparency so PSMs can accurately measure performance.
Strategic Reporting: Report directly to the VP of Insurance to align team work with larger strategic objectives. Digest performance data to "tell a story" about the team's progress toward Key Results (KRs).
Operational Excellence: Identify process gaps, create documentation, and delegate ownership to drive continuous improvement within the Insurance Operations team.
Cross-Functional Collaboration: Partner with Engineering, Product, Data, Underwriting, and Claims to develop best in class policyholder solutions. Work with our policyholders to ensure product adoption and program utilization.
HR & Onboarding: Fulfill essential management duties including time-off/expense approvals, onboarding new hires, and training team members on core processes and expectations.