Client Relationship Management - Specialist

Marsh McLennan•Los Angeles, CA

2d•$68,100 - $145,100•Hybrid

About The Position

Marsh is seeking a Client Relationship Management Specialist to join its BCS Client Retention Management team. The team develops and executes strategies to strengthen client relationships, improve satisfaction, and support long-term retention across the portfolio. It works with client-facing colleagues and internal stakeholders to identify retention risks, address service challenges, and deliver consistent client experiences. The work includes analyzing client feedback and business trends, coordinating proactive engagement plans, and translating insights into actions that protect revenue and create opportunities for growth. The Specialist will support retention through strategic planning, program execution, reporting, and continuous improvement. The role requires a proactive, analytical, collaborative, client-focused, and results-oriented approach, along with clear communication, sound judgment, attention to detail, and the ability to work with BCS value streams, the Service Delivery Practice, client teams, and other internal stakeholders. The role location is flexible among US Marsh office locations. Marsh follows a hybrid work model, with colleagues expected to work in their local office or onsite with clients at least three days per week; office-based teams designate at least one weekly anchor day for in-person collaboration.

Requirements

Bachelor’s degree or equivalent professional experience.
3–5+ years in operations, client service enablement, service management, analytics, or a related insurance/brokerage environment, or equivalent transferable experience.
Demonstrated ability to work with operational datasets and dashboards.
Strong attention to detail and documentation discipline.
Comfort supporting client-facing meeting preparation and follow-up documentation in partnership with client executives.
Strong coordination and stakeholder management skills in a matrixed environment.
Strong written communication and organizational skills, including the ability to communicate clearly and concisely and support effective meeting facilitation.
Ability to manage competing priorities and multiple workstreams in a deadline-driven, fast-paced environment.
Ability to navigate ambiguity and follow through on commitments.

Nice To Haves

Experience with workflow or service management platforms, reporting tools, and process improvement methods.
Strong analytical and problem-solving skills, including the ability to identify patterns, recognize trends, and provide actionable insights.
Operational curiosity and a proactive approach to understanding processes and identifying opportunities for improvement.
High level of ownership and accountability, with a demonstrated ability to meet deadlines and deliver results.

Responsibilities

Maintain the retention dashboard and scoring methodology inputs; ensure data quality and consistent definitions across teams.
Maintain the at-risk register, including risk rating, drivers, revenue exposure, renewal date, and action status; prepare weekly and monthly risk review materials.
Coordinate targeted client and client-team engagement, including scheduling and documenting stay interviews based on dashboard scoring and signal thresholds.
Support escalation solutioning by documenting intake details, tiering recommendations, corrective action plans, owners, milestones, and client communication artifacts.
Track post-resolution monitoring windows of 30, 60, and 90 days and compile sustainment indicators, including recurrence, turnaround time, accuracy, complaint volume, and client feedback.
Identify trend themes and recurring failure points; surface insights to the CCRO team with recommended next actions.
Maintain a knowledge base of playbooks, job aids, and standard templates; support training enablement when fixes become standard practice.
Build and strengthen client relationships while supporting long-term retention.
Support client-facing meeting preparation and follow-up documentation in partnership with client executives.