Senior Client Services Manager

Gallagher•Rolling Meadows, IL

58d

About The Position

At Gallagher Bassett, we're there when it matters most because helping people through challenging moments is more than just our job, it’s our purpose. Every day, we help clients navigate complexity, support recovery, and deliver outcomes that make a real difference in people’s lives. It takes empathy, precision, and a strong sense of partnership—and that’s exactly what you’ll find here. We’re a team of fast-paced fixers, empathetic experts, and outcomes drivers — people who care deeply about doing the right thing and doing it well. Whether you're managing claims, supporting clients, or improving processes, you’ll play a vital role in helping businesses and individuals move forward with confidence. Here, you’ll be supported by a culture that values teamwork, encourages curiosity, and celebrates the impact of your work. Because when you’re here, you’re part of something bigger. You’re part of a team that shows up, stands together, and leads with purpose. Overview This role manages a portfolio of clients across multiple industries, serving as the primary point of contact to deliver strategic solutions, ensure retention, and drive client success through proactive issue resolution and data-driven insights. It requires strong product knowledge, leadership in client meetings, and the ability to align internal resources with client goals while overseeing initiatives that enhance performance and profitability. How you'll make an impact May manage up to 25 dedicated clients, depending on complexity and/or client requirements. Book of business may cover multiple industries, but with focus in select industry (or industries). Serves as single point of contact for clients; highly responsive to requests and often identifies issues/challenges before client. Works with minimal supervision, and knows when to engage supervisor and/or peers throughout the company. Aligns self and external resources around client’s goals by understanding of what client is trying to accomplish in their programs and how we can contribute to these goals. Develops service plans to capture goals and ensure progress. Structures and uses data to tell a compelling story. Presents data confidently and anticipates questions from supervisor and clients. Significant knowledge of product and service capabilities. With some assistance can implement and oversee client specific initiatives, i.e. closure projects, cost reduction projects, performance guarantee compliance. Perceived as critical link between client, management and claims operations. Proactively works with supervisor to plan for and ensure maximum retention rate. Limits downside surprises by identifying and rectifying issues early. Leads group meetings across audiences (e.g., claim reviews, stewardship meetings, and partnership meetings) with modest support. Sets and communicates roles for all internal participants prior to critical meetings. Ensures appropriate pre-brief and de-brief communication to drive successful client interactions. Can scope out work-related projects, including time and resources needed to complete. May assist in orienting and mentoring lower level employees. Has complete understanding of program pricing. Understands the basics of program profitability to the company. Able to make appropriate trade-offs between pricing levers to reach best outcome (e.g. multi-year deals, LOP, etc.).

Requirements

Bachelor's degree and 5 years related experience.
Insurance license required.
Often travels for client needs (e.g., claim reviews, stewardship discussions).
Able to create success stories and capture learning’s within own book of business and that of team members.
Able to provide synthesized summaries to senior leadership within AM team.
Focuses on what matters most, where there is risk and where senior management intervention may be required. Always gets his/her point across in interactions.
Frequently able to lead group meetings and/or provide value-added input where not the primary presenter.
Is accessible by team members when they encounter roadblocks with their work.
Able to provide value-added suggestions and approaches to make the team more successful.
With supervisors, understands what matters most and where/when to escalate issues.
Consistently delivers direct, honest feedback to team members regarding performance against the AM skill continuum.

Responsibilities

Manages a portfolio of clients across multiple industries.
Serves as the primary point of contact to deliver strategic solutions.
Ensures retention.
Drives client success through proactive issue resolution and data-driven insights.
Aligns internal resources with client goals.
Oversees initiatives that enhance performance and profitability.
Develops service plans to capture goals and ensure progress.
Structures and uses data to tell a compelling story.
Presents data confidently and anticipates questions from supervisor and clients.
Implements and oversees client specific initiatives.
Proactively works with supervisor to plan for and ensure maximum retention rate.
Leads group meetings across audiences.
Sets and communicates roles for all internal participants prior to critical meetings.
Ensures appropriate pre-brief and de-brief communication to drive successful client interactions.
Scopes out work-related projects, including time and resources needed to complete.
May assist in orienting and mentoring lower level employees.

Benefits

Medical/dental/vision plans, which start from day one!
Life and accident insurance
401(K) and Roth options
Tax-advantaged accounts (HSA, FSA)
Educational expense reimbursement
Paid parental leave
Digital mental health services (Talkspace)
Flexible work hours (availability varies by office and job function)
Training programs
Gallagher Thrive program – elevating your health through challenges, workshops and digital fitness programs for your overall wellbeing
Charitable matching gift program