Senior Client Services Manager, Carrier Practice
- Rolling Meadows, IL
- Permanent
- Full-time
OverviewManages multiple client accounts across various industries, serving as the primary point of contact and aligning internal resources to meet client goals through strategic planning, data-driven insights, and proactive communication. Demonstrates strong product knowledge, leads client meetings, supports retention efforts, and contributes to performance initiatives with minimal supervision.
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.).
About YouRequired:
- 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.
- 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
- And more...