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Client Service Manager, Major Accounts

Company: Liberty Mutual Insurance
Location: White Plains
Posted on: August 3, 2022

Job Description:

As a Client Service Manager, you will develop and manage the customer service strategy for a portfolio of large and complex clients (average premium size $2.5M) based on their risk management needs and organizational priorities. You will own and coordinate the delivery of that service to help them navigate an everchanging risk landscape while ensuring a best in class client experience. You will be aligned to and have responsibility for specific broker service relationships in addition to managing a portfolio of existing clients. In collaboration with underwriting and field distribution, you will build and execute on our value proposition for prospective clients.

We are considering this a hybrid role that can sit in our Massachusetts, Connecticut, New York or New Jersey markets.


Drives opportunities to round out existing clients. Prospects and pursues new business opportunities in partnership with underwriting and field distribution in ways including but not limited to conducting service analyses and service presentations
Develops service plan with assigned accounts and their brokers.
Monitors status of action items and makes modifications to service plan based on feedback from the customer and broker.
Resolves service problems, answers questions, acts as a liaison with internal functional representatives and troubleshoots, routinely following up with all parties for resolution.
Ensures continued compliance.
Coordinates and leads review meetings with customer and broker to ensure service results are in line with plan. Meetings may include and but not limited to Claims Reviews, Rick Control Planning Meetings, Report to Management presentations, etc.
Position the broker to demonstrate the value of Liberty Mutual to our customers.
Manages the delivery of services by all internal functional representatives through pro-active follow up and customer/broker communication.
Manages installation process for new and existing accounts, consults with internal functional representatives when necessary.
Ensures that understanding and agreement is reached on roles and responsibilities.
Is an integral part of the collective responsibility for successful renewal strategy and execution. Provides account specific input on overall service plan to include service delivery, service issues and outcome results.
Represent Liberty Mutual by attending or presenting at industry forums.
May be asked to assist in internal training efforts by developing material and presenting assigned topics.
Owns external relationships with both brokers and clients



Bachelor's degree or equivalent business background plus at least 5 years of relevant commercial lines experience required.
Claims experience strongly preferred but not mandatory.
Demonstrated ability to express ideas clearly and concisely (both orally and in written form).
Fully effective organizational and interpersonal skills needed to set priorities and manage time to maximize agent and customer interactions.
Information gathering, analytical skills and proficiency in systems are required.
Demonstrated skills in the areas of negotiation, persuasion, presentation and problem solving.

At Liberty Mutual, our purpose is to help people embrace today and confidently pursue tomorrow. That's why we provide an environment focused on openness, inclusion, trust and respect. Here, you'll discover our expansive range of roles, and a workplace where we aim to help turn your passion into a rewarding profession.

Liberty Mutual has proudly been recognized as a "Great Place to Work" by Great Place to Work - US for the past several years. We were also selected as one of the "100 Best Places to Work in IT" on IDG's Insider Pro and Computerworld's 2020 list. For many years running, we have been named by Forbes as one of America's Best Employers for Women and one of America's Best Employers for New Graduates-as well as one of America's Best Employers for Diversity. To learn more about our commitment to diversity and inclusion please visit: https://jobs.libertymutualgroup.com/diversity-inclusion

We value your hard work, integrity and commitment to make things better, and we put people first by offering you benefits that support your life and well-being. To learn more about our benefit offerings please visit: https://LMI.co/Benefits

Liberty Mutual is an equal opportunity employer. We will not tolerate discrimination on the basis of race, color, national origin, sex, sexual orientation, gender identity, religion, age, disability, veteran's status, pregnancy, genetic information or on any basis prohibited by federal, state or local law.

Keywords: Liberty Mutual Insurance, White Plains , Client Service Manager, Major Accounts, Executive , White Plains, New York

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