Crawford & Co.

AU-Key Account Manager

Job Locations AU-NS-Sydney
Posted Date 1 month ago(20-5-2021 9:45 PM)
Requisition ID
# of Openings

Why Crawford?

At Crawford, we care about our people and embrace the unique talents of each of our team members. We foster career progression through training/engagement and offer a generous benefits package. Crawford leads by example and is at the forefront of our industry. So, let us welcome you as part of our global community

Purpose of Position

The Key Account Manager is responsible for maintaining and developing relationships with key clients. The position is required to work at both a strategic and operational level to embed Crawford as a long-term partner.


• Establish an understanding of the key clients from a holistic perspective. i.e. strategy, direction, operational challenges, goals, needs, etc
• Anticipate client needs and propose and develop solutions to address those needs including identifying new opportunities to increase share of wallet and cross-selling existing products
• Ensure Crawford understands clients’ strategy, requirements, goals, needs, etc and work with internal stakeholders, e.g. Operations, SS, BTS, HR, Global Client Development to profitably price, design, document and deliver claims programs in accordance with those client requirements and generally improve the quality of work and results. This may include the design and development of market-ing communications and field force on-line or face to face training.
• Positively and professionally represent and promote Crawford in the markets within which we operate
• Provide insights to the Crawford team about client developments, competitor developments (including suppliers) to ensure Crawford is equipped to stay ahead of market developments, e.g. acquisitions, new products, key client reporting and analysis, co-ordination of marketing activity, etc

• Develop marketing communications (tenders, RFI submissions, proposals, capability statements, website and external marketing communication, Crawford events) in support of the development of key client accounts and account management more generally
• Develop and deliver to a key account management plan and communication strategy including regular face to face meetings, events, reporting, analysis of key metrics and management information and provision of commentary
• Track account management activity to plan and communicate progress internally.
• Work with internal stakeholders, e.g. KAM admin, Knowledge Manager, etc to ensure the key account database is up to date and guides and informs the business; implement and manage regular reviews, e.g. fee pages, critical instructions
• Contribute to monthly Key Client Update and present at monthly Key Client Roadshow to ensure Crawford staff are abreast of client developments, change and requirements.
• Conduct regular client reviews to ensure that plans and strategies remain relevant and progressive

• Contribute to forums and project teams internally to ensure that initiatives are shared and leveraged across the business for the ben-efit of all clients, e.g. system development, implementation of sales methodologies, organisational design, and generally work with other areas of the business in executing corporate projects and plans
• Ensure on time delivery and accuracy of regular key client reporting and provide insightful commentary relating to Crawford perfor-mance and comparison with industry trends
• Attending internal meetings, seminars, working groups, provide reports and analysis as required

Key Crawford Behaviours

  • Customer Focus: Focus on understanding and meeting the customer's needs. Involves actively seeking information to understand internal and external customers’ circumstances, problems, expectations, and needs
  • Organisational/Time Management: Effectively prioritises work and meets deadlines. Involves allocating time and resources efficiently and effectively; managing multiple assignments or tasks effectively.
  • Quality: Consistently produces high quality work. Involves professional presentation of documents, with high level of accuracy.
  • Communication/Interpersonal Skills: Communicates clearly and professionally with both internal and external clients. Involves conveying information, both written and verbal, in a clear and concise manner.
  • Responsiveness: Responds to requests for information, emails and returns telephone calls promptly and professionally
  • Adaptability: Demonstrates tolerance for uncertainty; responds to changing circumstances by being innovative and altering behaviour to better fit different situations; learn new skills, perform work in different ways; willing to be flexible.
  • Teamwork: Works cooperatively with others and build effective working relationships to accomplish common team goals and objectives. Involves understanding team dynamics, fostering collaboration, providing a tangible contribution and listening and responding to the input of others in a manner that creates an environment of mutual trust and respect. Willingness to transfer knowledge and skills as appropriate

Key Relationships

• Clients; key clients and other clients
• Members of the Key Account Management team, Business Development Team and the Chief Client Office
• Crawford knowledge management team
• Account Managers
• Crawford Executive management

• Product/service line leaders
• Business Unit Managers
• Administration staff
• Adjuster/s
• Service providers
• CMS administrators
• IT and systems development staff
• Business Transformation and Strategy
• Other staff as required from time to time

Experience/Knowledge Required

Essential -
• Demonstrated understanding of the general insurance market, claims management market and the accompanying regulatory re-quirements
• Proven account/relationship management experience with an understanding of recognised KAM methodologies
Desirable -
• Management of a claims team or business
• Business administration experience and experience managing profit/cost centres

Technical Skills Required

Technical Skills:
• Proficient in Microsoft Office Suite (Intermediate PowerPoint, Excel, Word, SharePoint) - ability to create presentations and use core systems data to create management and analytical reports
• A working knowledge of Tableau and client supplier management systems e.g. ENData will be an advantage
• Excellent written and verbal communication skills
• Excellent in synthesising information quickly
• Understanding of IT systems and their contribution to progressive workflow management


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