Overview: The Key Accounts Team Lead owns the full collections and relationship lifecycle for Diamond and Platinum tier accounts, manages the broader Customer Recovery Management (CRM) team supporting these key accounts, working in close partnership with dedicated Customer Success Managers and operating as ConData's primary operational point for top carriers.
Location: Oak Brook, IL Hybrid (3 days in office and 2 days remote)
Essential Responsibilities
- Own collections strategy and execution across Diamond and Platinum accounts - driving timely recovery, minimizing aged debt, and presenting recovery pipeline forecasts and account performance updates to senior management.
- Serve as the primary operational point of contact and escalation for key account carriers - owning carrier-side issues, disputes, and negotiations, and coordinating across CSM, Audit, and Parcel Operations to resolve account-level matters.
- Manage, coach, and develop 3 direct reports (CRM team members), setting clear performance expectations, providing structured feedback, and supporting their professional growth.
- Partner closely with assigned Customer Success Managers (CSMs) in a paired team model - aligning on account strategy, sharing account intelligence, surfacing recovery opportunities, and ensuring a seamless, consistent client experience.
- Work in a continuous improvement mindset to improve processes and systems to continuously improve the overall claim recovery process
Required Skills
- Experience in working in a revenue collections environment, specifically adept in de-escalating high stress or resistant customers and clients, and working to coach others in those skills
- Proficient in MS Excel, including pivot tables and v-lookups, with the ability to connect data analysis to business outcomes.
- Proficient in MS PowerPoint – able to build cohesive, audience-appropriate presentations for various stakeholders.
- Familiarity with AI tools and a demonstrated willingness to adopt and promote emerging technologies within a team environment.
Required Qualifications
- 8+ years of experience in customer relationship management, account management, or a related field.
- 5+ years of team leadership experience, including onboarding, performance management, and compensation recommendations.
- Proven track record of driving revenue growth through customer relationship strategies and team coaching.
- Strategic thinker with strong organizational, problem-solving, and decision-making skills; able to work independently while knowing when to escalate.
- Excellent interpersonal, communication, and negotiation skills with the ability to build relationships across all levels of an organization.
- Comfortable working cross-functionally with internal departments and external stakeholders to deliver results.
ConData Statement
ConData Global is an Equal Opportunity Employer. We are committed to creating an inclusive workplace and providing equal employment opportunities to all employees and applicants for employment. Employment decisions are based on business needs, job requirements, and individual qualifications without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, national origin, age, disability, genetic information, veteran status, or any other characteristic protected by applicable federal, state, or local law.
ConData Global is committed to providing reasonable accommodations for qualified individuals with disabilities throughout the application and hiring process. If you require assistance or accommodation to complete an application or participate in the interview process, please contact Human Resources.
This job posting is intended to describe the general nature and level of work being performed. It is not intended to be an exhaustive list of all duties, responsibilities, or qualifications associated with the position. Duties and responsibilities may change at any time based on business needs.
Nothing in this job posting should be construed as creating an employment contract or guarantee of employment. Employment with ConData Global is at-will, meaning either the employee or the Company may terminate the employment relationship at any time, with or without cause or notice, subject to applicable law.
Salary Range: $65,000 - $85,000 annually. Actual compensation will be determined based on factors including experience, skills, qualifications, and business needs.