Client Advocate - Public Sector (Security and Defense)

WTW•Potomac, MD

8h•$160,000 - $180,000•Hybrid

About The Position

The Client Advocate (CA) is responsible for cultivating and maintaining client relationships, leading strategy development and execution, and delivering best-in-class client service. This role will specifically support Public Sector clients, with a focus on Security and Defense organizations, requiring a strong understanding of the unique risk, regulatory, and operational environments within this space. The CA owns the E365 Service Plan, engages relevant WTW resources, and leads pricing, profitability, and renewal strategies. They act as the primary relationship manager, coordinating internal teams to deliver tailored risk and insurance solutions that meet client needs. A successful Client Advocate develops a deep understanding of the client’s business, industry, and objectives, positioning themselves as a trusted advisor and strategic partner to key decision-makers. They are ultimately accountable for client retention, profitability, and the delivery of all service outcomes across assigned accounts. This role also focuses on expanding existing relationships, identifying growth opportunities, and leading RFPs, presentations, and client pitches. As a senior member of the team, you will also: Serve as a mentor to colleagues Act as a Subject Matter Expert for one or more lines of business Provide leadership across account teams

Requirements

Strong understanding of the unique risk, regulatory, and operational environments within the Public Sector, specifically Security and Defense organizations.
Ability to cultivate and maintain client relationships.
Skills in leading strategy development and execution.
Capability to deliver best-in-class client service.
Ownership of the E365 Service Plan.
Proficiency in engaging relevant internal resources.
Experience in leading pricing, profitability, and renewal strategies.
Ability to act as the primary relationship manager.
Skill in coordinating internal teams to deliver tailored risk and insurance solutions.
Deep understanding of the client’s business, industry, and objectives.
Ability to position oneself as a trusted advisor and strategic partner to key decision-makers.
Accountability for client retention, profitability, and delivery of all service outcomes.
Focus on expanding existing relationships and identifying growth opportunities.
Experience in leading RFPs, presentations, and client pitches.
Mentorship of colleagues.
Act as a Subject Matter Expert for one or more lines of business.
Provide leadership across account teams.

Responsibilities

Retain an existing book of business and strengthen client relationships as the primary point of contact
Identify and develop new business opportunities within existing accounts and support new client acquisition
Lead the RFP process, including strategy, content development, and final deliverables
Partner with broking and sales teams to stay informed on market trends and opportunities
Develop a strong understanding of client industries, particularly within Public Sector (Security & Defense)
Provide strategic risk and insurance advisory, partnering with WTW practice and industry specialists
Lead the development and delivery of the E365 Service Plan and Client Stewardship reports
Coordinate and integrate WTW resources to deliver a seamless client experience
Lead and mentor account team members
Drive profitability and retention across assigned accounts
Negotiate and deliver fee and compensation agreements
Partner with broking teams to design and optimize client insurance programs using data and analytics
Lead the development and delivery of client presentations, proposals, and service plans
Drive the renewal process, including strategy development and execution
Ensure compliance with all legal, regulatory, and internal policy requirements
Perform other duties as needed to deliver an exceptional client experience