Client Manager

Client Project Manager II

Wildfire Defense Systems (WDS) is the North American leader in insurer wildfire services, combining professional wildfire consulting and loss intervention services with Qualified Insurance Resources (QIR). Founded in 2001 to fulfill initial-attack assignments for the US Forest Service, the company added professional services support in 2005 and launched wildfire loss- intervention programs for insurers in 2008.

WDS Wildfire Loss Intervention Service (WDS Service) applies a comprehensive approach to reducing risk in catastrophic exposure on an industry scale, decreasing the average annual loss (AAL) for our insurer clients, and providing peace of mind to their policy holders during wildfire events. WDS provides these industry-leading services to insurer clients and their policy holders across a 22-state service area.

The Client Project Manager II (CPM II) is a professional client management position within the Program & Client Management Department (PCM Department) in the Professional Services Division at Wildfire Defense Systems.

The CPM II serves as the primary liaison between the Wildfire Defense Systems and its clients, ensuring successful delivery of high client satisfaction and long-term account growth. This role focuses on understanding client business goals, managing daily communications and collaborating with internal teams to execute strategies on time and within budget.

Key Components

• Relationship Management
• Project & Team Lead
• Cross Functional Collaboration
• Account Planning & Strategy
• Conflict Resolution
• Reporting & Presentations
• Client Onboarding & Support
• Financial Analysis
• Data Analysis

Duties and Responsibilities

• Client Interactions and Deliverables
  • Serve as the primary point of contact for clients, addressing inquiries, resolving issues, and managing expectations. Develop strategic account plans aligned with client business objectives and identify opportunities for growth. Gather and analyze client feedback to inform service improvements and product development. Prepare and deliver presentations, proposals, and performance metrics to clients.
• Internal Communications
  • Effectively collaborate with cross-functional partners and stakeholders. Review and interpret internal reporting from other business units. Coordinate internal teams to deliver solutions tailored to each client's needs, ensuring timely and effective service.
• Program Management Support
  • Manage the assigned programs to the contracted scope and desired margin. Manage client onboarding, including setup and integration of new products or services. Conduct regular business reviews to report on performance metrics, project milestones, and overall account health. Oversee contract renewals, ensuring compliance with terms and service elements. Maintain detailed records of client interactions, transactions, and communications in Salesforce. Track, review and approve client billing.
• Project Management
  • Develop comprehensive project plans, including scope, objectives, timeline and budget for assigned projects. Define project vision and direction, demonstrating ownership over success. Consistently analyze current state for process improvement. Implement solutions through effective coordination between internal business units.

Job Requirements

• Required Qualifications
  • Education: Bachelor of Science degree in business, marketing or another related discipline.
  • Minimum 8 - 10 years of experience in a professional product or service industry
  • Demonstrated experience managing business-to-business clients in professional consulting services, insurance and/or financial industries.
• Proficiency in Microsoft products and CRM software
• Proven history of managing projects for external clients while meeting revenue and profitability targets
• Preferred Experiences
  • Master's degree in business administration.
  • Outstanding written and oral communication skills.
  • Bilingual English French, or English Spanish
  • High degree of ownership and accountability over projects.
  • Project Management Professional (PMP) certification.
  • 10 years of client relations and/or client service experience
  • Experience aligns with core values of integrity, trust and persistence

Knowledge, Abilities, and Personality Characteristics

• CLIENT MANAGEMENT SKILLS: Demonstrated experience providing professional management services to clients. Ability to help clients with problem solving, identify and develop strategies to support client requests, manage deliverables to meet project schedule and budget, and work in a dynamic environment.
• INITIATIVE: The ability to perform job responsibilities independently and responsibly. The ability to proactively complete tasks, solve problems, improve processes, enhance products, and/or extend services within assigned range of authority.
• PROBLEM SOLVING/ANALYTICAL SKILLS: The ability to observe, evaluate, summarize, and apply meaningful data in the problem-solving process. The level of logical reasoning necessary to connect required actions to desired outcomes. The ability to forecast events based upon current situations. Demonstrated skill in generating, selecting, and implementing timely and meaningful solutions to problems.
• COMMUNICATION: The ability to effectively converse and listen to others concerning company matters. The use of proper written and grammatical skills, and the meaningful application of computer technology.
• COOPERATION/RESPONSIVENESS: Promote a collaborative, cooperative, and productive environment. The ability to work well with colleagues and leadership. The level of demonstrated sensitivity, team building, support, and respect. The degree to which the employee responds to needs and issues of customers and team members to achieve optimal results for the organization.
• PROJECT MANAGEMENT: The ability to understand prescribed project guidelines, oversee analysis and development, manage stakeholders, and deliver quality results.

Physical Requirements

• Prolonged periods sitting at a desk and working on a computer.
• Must be able to lift 15-lbs.
• Must be able to work in a general office environment, with typical office noise and lighting conditions.

This job description should not be construed as an exhaustive statement of duties, responsibilities or requirements, but a general description of the job. Nothing contained herein restricts WDS rights to assign or reassign duties and responsibilities to this job at any time.

Wildfire Defense Systems, Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.