Client Relationship Management - Specialist

Marsh McLennan•Austin, TX

1d•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, differentiated 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 help build and strengthen client relationships through proactive, analytical, and collaborative work. The role supports retention risk identification, client needs resolution, and the conversion of insights into practical action. It partners with BCS value streams, the Service Delivery Practice, client teams, and internal stakeholders, contributing to strategic planning, program execution, reporting, and continuous improvement of retention practices. The role has a flexible location within a US Marsh office. Marsh follows a hybrid work model: colleagues are expected to be in their local office or working onsite with clients at least three days per week. Office-based teams identify at least one weekly anchor day for the full team to work together in person.

Requirements

Bachelor’s degree or equivalent professional experience.
Three to five or more years of experience in operations, client service enablement, service management, analytics, a related insurance or 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.

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 and trends and provide actionable insights.
Operational curiosity and a proactive approach to understanding processes and identifying improvement opportunities.
Ownership and accountability, including following through on commitments, meeting deadlines, and delivering results.
Ability to thrive in a deadline-driven environment while managing competing priorities.
Excellent written communication and organizational skills, with the ability to communicate clearly and concisely and support effective meeting facilitation.
Ability to navigate ambiguity, manage multiple workstreams, and stay organized in a fast-paced environment.

Responsibilities

Maintain the retention dashboard and scoring methodology inputs, ensuring 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, and share insights and recommended next actions with the CCRO team.
Maintain a knowledge base of playbooks, job aids, and standard templates; support training enablement when fixes become standard practice.