Senior Client Services Manager -Carrier Practice

Gallagher•Mechanicsburg, OH

59d•Remote

About The Position

The Senior Client Services Manager manages a portfolio of construction clients across multiple industries, serving as their primary point of contact and trusted advisor. The role drives client satisfaction, retention, and program success through data-driven insights, client meetings, strategic initiatives, internal collaboration, and proactive guidance. Construction industry experience is highly preferred, and the candidate should be located in the Northeast region. The position is fully remote with travel required. The manager may oversee up to 25 dedicated clients, depending on complexity and client requirements. The role calls for significant knowledge of product and service capabilities, a complete understanding of program pricing, and an understanding of program profitability. The manager may also assist with orienting and mentoring lower-level employees. Gallagher describes its workplace as collaborative and people-first, with accessible leadership, career development opportunities, ongoing learning, comprehensive benefits programs, and the opportunity to do meaningful work with global reach and local impact.

Requirements

Bachelor’s degree.
Five years of related experience.
Insurance license required.
Ability to work with minimal supervision and recognize when to engage supervisors or peers.
Significant knowledge of product and service capabilities.
Complete understanding of program pricing.
Understanding of the basics of program profitability.
Ability to use data effectively and present it confidently.
Ability to lead client and group meetings and communicate clearly.
Ability to scope work-related projects, including time and resource needs.
Frequent travel for client needs.

Nice To Haves

Construction industry experience is highly preferred.
Experience serving clients across multiple industries, with focus in select industries.

Responsibilities

Manage a portfolio of clients and serve as their primary point of contact and trusted advisor.
Respond to client requests and proactively identify issues and challenges.
Align internal and external resources with client goals and understand how the company’s services can support client programs.
Develop service plans that capture client goals and track progress.
Structure and present data to tell a compelling story, anticipating questions from clients and supervisors.
Implement and oversee client-specific initiatives, such as closure projects, cost-reduction projects, and performance-guarantee compliance.
Act as a link between clients, management, and claims operations.
Work with supervisors to plan for and support maximum client retention.
Identify and address issues early to limit unexpected problems.
Lead group meetings, including claim reviews, stewardship meetings, and partnership meetings.
Set and communicate roles for internal participants before critical meetings, and ensure pre-brief and debrief communications take place.
Scope work-related projects, including the time and resources required.
May orient and mentor lower-level employees.
Make appropriate trade-offs among pricing levers to achieve the best outcome.
Create success stories and capture learnings within the manager’s own book of business and across team members.
Provide synthesized summaries to senior leadership within the account management team.
Identify priorities, risks, and issues that may require senior management intervention, and communicate points clearly.
Provide value-added input in meetings, including when not the primary presenter.
Be accessible to team members encountering work roadblocks and suggest approaches to improve team success.
Understand with supervisors what matters most and when to escalate issues.
Provide team members with direct, honest feedback on performance against the account management skill continuum.
Travel for client needs, such as claim reviews and stewardship discussions.