ScoutWorks · 3 weeks ago
Technical Services Account Manager
United States
Contract
Onsite
Senior Level
7+ years expScoutWorks-IANet is a technology based National Service & Claim Solutions Company located in Phoenix, Arizona. The Technical Services Account Manager is responsible for ensuring customer satisfaction and account success for assigned clients, overseeing a team of appraisers and claim specialists while managing client accounts and performance metrics. This role requires proactive management of service-level agreements and operational outcomes to meet client expectations.
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Responsibilities
Serve as the primary and accountable owner for assigned client accounts
Ensure clients receive clear updates on every appraisal file at least every 24 hours
Act immediately on SLA risks, escalations, or quality concerns—no surprises to the client
Maintain a structured cadence of client meetings, performance reviews, and operational check-ins
Travel as needed for client meetings, audits, or relationship-building initiatives
Monitor and manage all SLA metrics daily, including turnaround time, quality scores, coverage, and communication standards
Build and present daily and weekly capacity plans, KPIs, volume forecasts, and risk mitigation strategies to leadership
Adjust staffing, routing, and priorities in real time to protect SLA performance
Own root-cause analysis and corrective action plans when SLAs are missed
Lead, coach, and hold accountable a team of appraisers delivering client work
Perform file reviews prior to client submission to ensure accuracy, compliance, and client-specific standards are met
Provide written bi-weekly or monthly performance feedback to direct reports tied directly to SLA and quality outcomes
Drive continuous improvement in productivity, professionalism, and work quality
Identify operational bottlenecks or systemic risks impacting client satisfaction
Proactively recommend process changes, staffing pivots, or workflow enhancements to stay ahead of client expectations and market standards
Partner with leadership on scaling accounts, onboarding new clients, and supporting growth initiatives
Maintain working knowledge of appraisal licensing requirements across all applicable states
Ensure team compliance with all regulatory, client, and internal requirements at all times
Qualification
Required
Proficient in CCC, CCC Portal, Audatex
Must have 2+ years of Management experience with direct reports
5+ years in the Auto Damage appraisal business
Comfortable with reporting (incl. but not limited to Excel, Pivot Tables)
Strong presentation skills and client facing professionalism
Company
ScoutWorks
ScoutWorks is a Phoenix, AZ based claims management, technology, facility, and property maintenance solutions provider with a workforce of over 7,000 technicians, appraisers, and specialists throughout the US and Canada.
1001-5000 employees
Funding
Current Stage
Late StageLeadership Team
Gary Woods
Vice President, fm Strategic Partnerships
Company data provided by crunchbase