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About the Role
Sedgwick is seeking a Client Services Director to lead complex client programs and deliver strategic solutions for organizations with sophisticated service models and evolving business needs. This role involves partnering across departments to improve the client experience, using client insights to identify opportunities, and driving business growth through cross-selling and service plan negotiation. You will also lead and develop Client Services professionals, with opportunities for professional development and career growth.
Responsibilities
- Determine account management strategies related to client service plans.
- Ensure retention of existing clients, customer satisfaction, revenue growth, client surveys, and new business.
- Provide program management for jumbo clients requiring dedicated staff, multiple offices, and complex service models.
- Oversee the work of other local Client Services staff.
- Provide stewardship reporting to clients, identifying and educating them on issues and trends impacting programs.
- Conduct pre-renewal visits, reviewing client loss experience and general company performance.
- Review and identify areas of potential dissatisfaction prior to renewal meetings.
- Perform client renewal, contract revision, and Client Service Instruction preparation for complex programs.
- Negotiate changes or improvements to service plans.
- Facilitate the reduction of process barriers, technology constraints, or resource constraints by directing and influencing other internal departments.
- Coordinate client invoicing, audits, and accounts receivable follow-up for assigned clients.
- Resolve all major customer service issues.
- Identify and solicit cross-selling opportunities.
- Participate in the local insurance community through advanced education and affiliation memberships.
- Supervise and direct personnel assigned to programs requiring multiple Account Representatives.
- Ensure compliance with all applicable Quality initiatives.
Requirements
- Ten (10) years related experience or equivalent combination of education and experience required.
- Two (2) years account manager experience.
- Five (5) years adjuster experience including two (2) years in a supervisory capacity.
- Embody Sedgwick's caring counts model and core values including empathy, accountability, collaboration, growth, and inclusion.
- Clear and conceptual thinking ability.
- Excellent judgment, troubleshooting, problem solving, analysis, and discretion.
- Ability to handle work-related stress.
- Ability to handle multiple priorities simultaneously.
- Ability to meet deadlines.
Skills
- Client service expertise
- Account management expertise
- Building strategies to strengthen client relationships, satisfaction, and retention
- Leading complex client programs
- Delivering strategic solutions
- Partnering across operations, information technology, and business development
- Using client insights, program trends, and stewardship reporting
- Negotiating service plan improvements
- Leading and developing Client Services professionals
- Supervising and directing personnel
Location
- Remote
Work Type
- Full-time
Experience Level
- 10 years related experience
- 2 years account manager experience
- 5 years adjuster experience
- 2 years supervisory experience
Education Level
- Bachelor's degree from an accredited college or university preferred
- CPCU, AIC and/or ARM or other related designations preferred
Salary/Compensations
- $115,000 - $135,000
Benefits
- Flexible work schedule
- Referral incentive program
- Career development and promotional growth opportunities
- Diverse and comprehensive benefits offering including medical, dental, vision, 401K on day one
- Medical
- Dental
- Vision
- 401K
- Matching
- PTO
- Disability insurance
- Life insurance
- Employee assistance program
- Flexible spending account
- Health savings account
- Other additional voluntary benefits
About the Company
- Sedgwick is a global industry leader.
- Newsweek Recognizes Sedgwick as America’s Greatest Workplaces National Top Companies.
- Certified as a Great Place to Work®.
- Fortune Best Workplaces in Financial Services & Insurance.
Equal Opportunity
- As required by law, Sedgwick provides a reasonable range of compensation for roles that may be hired in jurisdictions requiring pay transparency in job postings.
- Actual compensation is influenced by a wide range of factors including but not limited to skill set, level of experience, and cost of specific location.
- Sedgwick is an Equal Opportunity Employer and a Drug-Free Workplace.
- Sedgwick is building a diverse, equitable, and inclusive workplace and recognizes that each person possesses a unique combination of skills, knowledge, and experience.
- You may be just the right candidate for this or other roles.