Senior Client Manager - Commercial Insurance

Marsh McLennan•Walnut Creek, CA

22h•$64,700 - $120,400

About The Position

The Senior Client Manager provides advanced technical support to Client Executive Service and performs Client Manager duties for existing clients in coordination with other team members. For specifically assigned accounts, the role may also perform Client Executive Service work, including preparing and delivering renewal and new business presentations. The position is part of the Business Insurance department, is exempt, and reports to the Director of Client Services. The role manages client renewal activities and insurance service work, including analyzing coverage, claims, loss data, and experience modifications; developing marketing strategies and coverage recommendations; negotiating with carriers on clients’ behalf; and coordinating coverage placement with Marketing. It also supports client presentations and reporting, tracks account issues and renewal deadlines, manages receivables, participates in file audits, and contributes to client satisfaction and retention. The Senior Client Manager works with and supports service team members by assessing their capabilities, recommending development opportunities, and delegating tasks. The position requires maintaining effective relationships with clients and internal colleagues, ensuring projects and deadlines are managed, and keeping account documentation current in the Agency Management System. Work takes place in a typical office environment, with travel to client sites, usually within driving distance. Extended workdays of 10–12 hours are occasionally required during peak periods and for networking or industry events.

Requirements

Bachelor’s degree plus 3–5+ years of daily World Class Client service as a Client Manager; or at least 5+ years of industry experience with increasing responsibility directly related to the duties, including 3–5 years of daily World Class Client service.
Maintain a valid, unrestricted California Fire & Casualty Solicitors license.
Significantly exceed expectations in the existing position if currently employed at MMA.
Excellent understanding of insurance terminology, insurance brokerage agency functions, and the various lines of Business Insurance.
Ability to prioritize tasks, set and achieve goals, solve problems logically, and present results clearly and precisely in oral and written form.
Strong understanding of Property and Casualty coverages, carrier forms, and programs, generally acquired through 3–5 years of experience servicing a book with revenue of $750,000 or more.
Proficiency with Microsoft Word, Excel, and PowerPoint, including experience creating tables, charts, graphs, pivot tables, and formulas.
Ability to use a computer keyboard and office equipment, and to sit in a stationary position for extended periods.
Ability to travel to client sites, usually within driving distance of the office.
Ability to work extended hours of 10–12 hours per day on occasion during peak workload periods and to attend networking and industry functions that may begin before the workday or extend into the evening.

Nice To Haves

Advanced insurance designations applicable to the duties.
Willingness to pursue continuing education and professional development.

Responsibilities

Participate in initial client strategy meetings and help develop the broad strategy outlined by the Client Executive Sales.
Analyze coverage and claims data for new and renewal business while acting as service lead.
Develop client marketing strategies based on client needs, history, claims data, and knowledge of coverage placement.
Negotiate on clients’ behalf, using historical trends and experience modification projections and consulting internal underwriting expertise to question carrier rate decisions.
Manage clients’ annual renewal timelines.
Review experience modifications and alert the Client Executive to discrepancies.
Prepare renewal specifications and draft proposals proactively.
Guide Marketing in coordinating coverage placement and update the Client Executive as required.
Complete COWs and Stewardship Reports with input from the Client Executive.
Deliver policies to clients as directed by the Client Executive.
Perform day-to-day department activities.
Review and analyze loss runs and claim status reports, discuss trends or concerns with the Client Executive, and make recommendations about client communications.
Use Loss Summaries and Large Loss Reports to identify concerns and make recommendations to the Client Executive.
Manage Accounts Receivable collections.
Lead file audits.
Make periodic client visits focused on satisfaction and retention.
Demonstrate proactive problem-solving skills.
Develop the analytical, customer service, and communication skills needed to perform as a Client Executive Service.
Manage accounts with minimal Client Executive supervision, including tracking renewal dates, following up with the team, initiating renewal-information gathering, and updating presentations.
Learn best practices for presenting renewal outcomes and recommendations to clients, with the goal of taking on these responsibilities.
Keep the Client Executive informed of potential E&O concerns and client dissatisfaction, and work with the Client Executive on resolutions and preventive measures.
Assess service team members’ skills and knowledge through regular interaction and observation, and recommend training and development opportunities.
Delegate tasks based on team members’ skills and abilities.
Ensure projects stay on schedule and deadlines are met.
Maintain account files, document account issues, and update the Agency Management System.
Establish and maintain effective, positive working relationships with internal associates and clients.