CLIENT MANAGER JOB DESCRIPTION

Renewal season for a mid-market commercial account is not the moment to discover gaps in coverage documentation or unresolved exposure questions, and those gaps accumulate when no one owns the client relationship end to end. Client Managers in the insurance and financial services sector carry licensed authority over Property & Casualty portfolios, employee benefits programs, or structured trade facilities, depending on the line of business. They navigate a landscape where SOX compliance, state licensing requirements, and carrier-level negotiation happen concurrently, not sequentially. The work demands both technical fluency in policy terms and the relational capital to hold broker, carrier, and employer-group stakeholders to shared timelines.

As the Client Manager, you own pre- and post-sale service delivery across an assigned book, driving retention, profitable renewal outcomes, and measured account growth within regulated insurance or financial services markets. You operate within a field or service team structure, coordinating with sales, broking, and home-office functions while remaining the primary point of accountability for the client experience.

Career Impact: Holding a state P&C or employee benefits license while managing a mid-market or complex commercial portfolio positions you as a technically credentialed operator in a segment that distinguishes practitioners by the breadth of lines they can independently service.

Business Impact: The renewal persistency and net revenue retention of your assigned book are direct outputs of your work; when those numbers move, the organization's inforce profitability moves with them.

Growth Opportunity: Demonstrated success managing complex or multi-line accounts creates a clear pathway toward senior broking, Client Director, or specialty practice roles where portfolio scope and carrier negotiation authority expand substantially.

Company Value: The organizations sourced for this template operate at national scale in disability, life, and commercial lines, offering access to enterprise-grade training programs and cross-functional exposure across underwriting, claims, and enrollment functions that smaller shops cannot replicate.

• Lead the end-to-end renewal process for assigned accounts, including exposure gathering, submission to market, and proposal delivery to clients.
• Own post-sale service execution, coordinating implementation, billing, endorsement requests, and audit completions within carrier-required timeframes.
• Review policy documentation and certificates of insurance for accuracy, initiating carrier revisions and delivering corrected materials within 30 days of receipt.
• Negotiate policy terms and coverage conditions with insurers, advising clients on entitlements and documenting outcomes in the client management system.
• Manage the certificate renewal cycle with clients, determining requirements and coordinating timely, accurate issuance through internal certificate centers.
• Monitor open items logs and client-level accounting discrepancies, resolving issues in partnership with broking and home-office colleagues.
• Partner with sales representatives to develop and present renewal strategies that drive persistency and identify cross-sell or new-line opportunities within the existing book.
• Deliver client reports, including open claims summaries, allocation statements, and coverage confirmations, to meet scheduled and ad hoc reporting obligations.

• Bachelor's degree in business, finance, risk management, or a related field, or equivalent work experience.
• 3 or more years of commercial Property & Casualty or employee benefits client management experience, with demonstrated accountability for a named book of business.
• Active Property & Casualty license, or employee benefits license, maintained through required continuing education activities.
• Working knowledge of insurance policy structures, coverage terms, and carrier compliance standards across at least one commercial line.
• Proven ability to manage concurrent renewal timelines, coordinate multi-party deliverables, and escalate issues appropriately without disrupting client relationships.
• Strong written and verbal communication skills, with experience presenting renewal proposals and coverage analyses to employer-group or broker contacts.
• Demonstrated competency in SOX-compliant invoicing processes, surplus lines documentation, or equivalent regulated financial workflows.
• Ability to work independently on standard accounts while collaborating with senior colleagues on complex or program-level placements.

• Prior experience managing Middle Market or complex commercial accounts with multi-location or multi-line program structures.
• Familiarity with structured trade finance, credit insurance, or specialty lines broking, providing a broader view of risk transfer mechanisms beyond standard P&C.
• Experience functioning as a subject matter expert or informal mentor to associate-level colleagues within a client service team.
• Demonstrated ability to identify cross-sell opportunities within an existing book and convert them in partnership with a sales representative.

• Renewal retention rate, measuring the percentage of assigned accounts successfully renewed within portfolio each cycle.
• Certificate issuance turnaround, tracking delivery of accurate certificates and endorsements within the 30-day carrier-revision window.
• Open items aging, reflecting the speed and completeness with which outstanding client tasks and accounting discrepancies are resolved.
• SOX compliance rate on invoicing and surplus lines documentation, audited against internal policy requirements each quarter.
• Cross-sell conversion within the in-force book, counted as new lines of coverage added to existing employer-group or commercial accounts per year.
• Typical tools: Client management and policy administration platforms (commonly Applied Epic or Salesforce); document and certificate management systems (commonly EPIC CertBuilder or equivalent carrier portals).

• Base Salary Range: $65,000 to $95,000 annually, depending on book complexity and licensing level
• Bonus: Performance-based incentive of 8 to 15% of base, tied to retention and growth metrics
• Equity: Not typical at this level; offered selectively at senior or director levels
• Health Benefits: Medical, dental, and vision coverage; employer contributes the majority of the premium
• PTO: 15 to 20 days annually, plus standard federal holidays and sick leave
• Common Perks: Licensing fee reimbursement, continuing education support, mileage or travel allowance for client-facing roles

Figures are estimates based on general US market benchmarks and may be outdated. Adjust based on location, company size, and seniority level.

Background check completion, including verification of licensing status and, where applicable, credit history review, is a condition of employment for all positions in this role. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability, veteran status, or any other characteristic protected under applicable federal, state, or local law. Reasonable accommodations are available to individuals with disabilities throughout the hiring process and in the performance of job duties. Candidates must be authorized to work in the United States.

The Client Manager owns the full client lifecycle, from onboarding programme development through ongoing training and CRM maintenance, to sustain maximum retention across the PR industry. Working with key clients and sales teams, this role builds long-term relationships that protect and expand existing accounts.

Key Responsibilities

• Build and execute a regular programme of client check-ins and manage assigned clients to ensure maximum client retention rates.
• Develop an effective onboarding programme for new clients.
• Identify customers' needs and wants in terms of the Telum product.
• Take responsibility for an ongoing client training programme and undertake client training.
• Build long-term relationships with key clients and the PR industry to build and maintain existing accounts.
• Travel locally and nationally to meet potential and existing clients.
• Maintain the company CRM, client, and PR database to the highest standard regarding client activities and PR/Corporate information.

Required Qualifications

• Hands-on experience with CRM platforms.
• Strong project management, communication and negotiation skills.
• Ability to build relationships with clients and work well with others.
• Creativity, innovation and an organised approach to work.
• A customer-oriented mindset with the ability to work in a fast-paced environment.

Embedded within the claims services team, the Client Manager delivers an exceptional level of customer service as the primary point of contact for customers who have experienced property loss or damage. Working closely with assessors and external vendors, this role manages costs and case portfolios that uphold the business commitment to protecting what matters.

Core Functions

• Provide an exceptional level of customer service that assists our customers when they need us most.
• Serve as the primary point of contact for customers who have experienced loss or damage to their property.
• Provide case management, maintain a portfolio of new and existing claims customers, and manage costs through liaising with assessors and external vendors.
• Advise customers of their policy entitlements, lodge customer claims, and explain the claims and repair processes as required.
• Reinforce the commitment to protecting what matters.
• Meet Key Result Areas, which are in line with overall business objectives.

Qualifications & Experience

• Previous customer service experience in hospitality, retail or contact centre preferred.
• A passion for helping customers and making a difference.
• Able to demonstrate flexibility and adaptability to constant change.
• Superior written and verbal communication skills.
• Excellent time management skills and prioritisation.
• Self-motivated and enjoys contributing to a team environment.

Reporting to the Sales and Business Development leadership, the Client Manager shapes all Property and Casualty client service delivery, from pre-qualifying coverage needs through contract reviews, binding communications, and new client onboarding. Partnering with agency relationships at all levels, this role enables the achievement of retention and growth goals through timely and professional service execution.

Primary Duties

• Serve as the key service client contact to identify, design, communicate and implement cost-effective Property and Casualty solutions to cover risk appropriately, including pre-qualifying, reviewing, identifying and procuring coverage needs.
• Collaborate with Sales and Business Development to support the achievement of defined new business, retention and growth goals.
• Ensure all client service needs are delivered in a timely and professional manner, including contract reviews, exposure and coverage questions, proposals, binding communications and certificate template creation and approval.
• Work closely with and support agency relationships with appropriate client contacts at all levels.
• Direct the onboarding of new clients by collaborating with Sales and Business Development staff to obtain thorough and accurate information required for established agency compliance standards.

Skills & Qualifications

• Property and Casualty License required.
• At least 3 years of insurance industry knowledge required.
• Prior Property and Casualty support and client management experience.
• Intermediate computer skills, including electronic mail, scheduling, word processing, spreadsheet, presentation, graphics and routine database activity.
• Strong organisational, problem-solving and communication skills, with ability to think strategically and work independently.
• Energetic, positive attitude, works well under pressure and meets established deadlines, with strong interpersonal and collaborative skills.

Sitting at the intersection of account management and network growth, the Client Manager leads a portfolio of B2B and B2C merchants in the Australian market, developing and executing account plans to grow billings and transaction volume. Operating across merchant satisfaction, discount rate negotiations, and internal stakeholder engagement, this role delivers measurable growth in merchant acceptance and premium value proposition adoption.

Duties

• Drive growth of a portfolio of B2B and B2C merchants in the Australian market through engagement and relationship building.
• Develop and execute account plans to grow billings and transaction volume on the network through relationships.
• Manage customer expectations and resolve or redirect customer concerns as appropriate, including suppression cases, disputes, fraud, discount rate negotiations, and cancellation threats.
• Drive initiatives that seek to improve merchant satisfaction and NPS.
• Differentiate American Express value and ensure that the merchant understands the premium value proposition and benefits that acceptance of the American Express Card brings to their business.
• Develop and implement a strategy for merchants within the portfolio, observe discrepancies and trends, and identify corrective remedial action where required.
• Engage with internal stakeholders to facilitate delivery of initiatives.

Requirements

• Experience in account management, sales, business or account development.
• Customer-focused with prior knowledge or experience in financial services or the Australian market is a plus.
• Ability to build and leverage strong client relationships and confidently deliver a sales proposition.
• Skilled communicator who uses active listening to understand client needs and communicate in a clear, concise and articulate manner.
• Excellent negotiation, objection handling, and creative problem-solving skills with proven ability to deliver results in competitive environments.
• High level of integrity, professional and mature attitude, with ability to work effectively in a team.

A key member of the Comms Planning team, the Client Manager builds and strategises all trade business development opportunities and executes a comprehensive trade marketing plan to strengthen client and agency relationships in the advertising and media industry. Collaborating across frontline sales, internal stakeholders, and external agency partners, this role drives the generation of new and repeat business through events, merchandise management, and client training initiatives.

Functions

• Drive and strategise all trade business development opportunities.
• Extract the right value for merchandise and vendor management.
• Define a comprehensive, strategic and effective trade marketing plan for the year within budget.
• Execute and ensure delivery of all trade events and merchandise.
• Evaluate and research what other media owners are doing at the trade level, and evolve trade events to ensure they remain current and up to market standards.
• Collaborate with the frontline sales team to understand client behaviour and needs.
• Build and maintain business relationships with key clients and agencies for the generation of new and repeat business.
• Organise and implement internal and client training as needed, and ensure timely reporting and tracking of merchandise for compliance.

Experience & Qualifications

• 5 to 8 or more years of experience in events, sales, and within the advertising, event, or media industry.
• Strong track record in trade business execution, client relationship management and strategic thinking.
• Strong understanding of the agency and consumer landscape, industry trends, business issues, and the client and partner ecosystem in the market.
• Conceptual and strategic thinker with strong analytical, problem-solving, and innovation skills.
• Ability to build strong relationships and influence a diverse range of stakeholders, driving results through collaboration.
• Exceptional verbal and written communication skills with the ability to work under tight deadlines in a fast-paced environment.
• Demonstrate curiosity, manage ambiguity, optimise resources and processes, and act as a positive role model.

Sustained accuracy in policy management, renewals, and claims broking depends on the Client Manager, who manages day-to-day credit insurance client interactions, negotiates policy wordings with insurers, and produces reports and presentations from gathered market data. Based within a global network team, this role supports client directors on strategic account renewals while introducing new business opportunities and ensuring compliance with business processes and systems.

Accountabilities

• Interact with clients, insurers and colleagues on day-to-day policy management, including managing credit limit processes, supporting clients on reporting overdue buyers and liaising with insurers.
• Assist with claims submissions and the claims broking process, and negotiate policy wordings with insurers, ensuring timely delivery of accurate policy documentation.
• Manage and monitor activity logs, provide client training and guidance on policy terms and conditions, and gather and analyse policy and market data to produce reports and presentations.
• Manage policy renewals within own portfolio and support client directors on renewal processes for strategic accounts, including gathering statistical data, submitting to market, chasing insurers and preparing renewal reports.
• Prepare for and attend client and insurer meetings and conference calls, provide timely follow-up of meeting notes and actions, and advise clients on market developments and trends.
• Introduce and support the team on new business opportunities, liaise with global network colleagues on global client programmes, and adhere to business processes, systems and compliance requirements.

Technical Qualifications

• Minimum 3 years of experience in credit insurance as a broker or underwriter.
• Competent in Microsoft Office and IT systems.
• Ability to use systems efficiently to deliver client service.
• Enthusiastic, innovative and self-motivated, willing to use own initiative.
• Ability to handle significant workflow through efficient time management, organisation and creative problem-solving.
• Team player with integrity who positively impacts clients, colleagues and communities.

As the Client Manager, this role leads the end-to-end SCF migration plan across an existing client book, project-managing development, assessment, and implementation activities to deliver complex programmes on time and to quality standards. The trade finance team relies on this work to maintain a robust control environment, ensure scheduling aligns with client needs, and transition migrated clients into BAU phase with documented lessons learned.

Activities

• Project-manage the scope and lead the development, assessment and implementation of the SCF migration plan across the book of existing clients.
• Ensure close and effective working relationships with key stakeholders across UK GTRF, HTS, global functions and core project teams.
• Act as a centre of expertise for migration of programmes, maintaining a robust control environment to ensure good operational, financial and project management compliance, with early identification and effective resolution of issues.
• Implement key governance mechanisms to ensure migration is robust, aligned and effectively delivered, including management of case preparation, co-ordination of tasks, milestones and gaining appropriate approvals.
• Work as a conduit between frontline, IT and operational teams to ensure scheduling is aligned with client needs and that distributed client material is accurate and reliable.
• Ensure scope clients are migrated within agreed timelines and transitioned into BAU phase, documenting and sharing lessons learned with stakeholders.
• Develop and maintain sound business performance control principles, produce supporting MI, and continue to cover migrated clients' portfolio for Structured Trade Finance needs as part of the wider Client Management Team.

Position Requirements

• Project management experience with a proven track record of on-time, on-quality delivery of complex, multi-million dollar programmes.
• Good MS Excel and PowerPoint skills with ability to manage and present complex data to senior stakeholders.
• Strong internal and external stakeholder management skills across diverse, multi-disciplinary and multi-cultural environments at senior level.
• Results-driven with ability to perform risk analysis, prioritise independently under pressure and manage ambiguity while maintaining high-quality output.
• Good interpersonal and communication skills with proven ability to communicate effectively and confidently at all levels across the group.
• Strong client-centricity with a high level of drive and motivation, and keen long-term interest in trade client portfolio management.

Client Manager delivers all Middle Market Commercial Property and Casualty Insurance duties at an above-average level, independently managing tasks such as policy detail maintenance, certificate renewals, and preliminary contract reviews while coordinating with carriers and clients on complex programmes. The work directly supports internal and external clients through the full policy lifecycle, from renewal strategy meetings through invoicing, endorsements, and mid-term inquiries.

Operational Focus

• Maintain accurate policy details in the Client Management System and provide support on the invoicing process, including SOX compliance review and Surplus Lines documentation.
• Initiate timely renewal processes by updating and reviewing exposure gathering workbooks, attaching information in the Client Portal and participating in pre-renewal strategy meetings.
• Compile necessary information in advance of renewal strategy meetings, incorporate broking information into proposal format and deliver confirmation or evidence of coverage upon receipt of binder.
• Oversee the client billing process, including timely and accurate delivery of invoices, and resolve client-level accounting discrepancies.
• Manage the certificate renewal process, conduct second-pair-of-eyes policy reviews, request carrier revisions and ensure timely completion of endorsement and audit requests.
• Respond to mid-term client inquiries, complete contract reviews for certificate requirements, maintain open items listings and deliver client reports.
• Support process and data management for premium allocations as needed.

Knowledge, Skills & Abilities

• 3 to 5 years of commercial Property and Casualty experience in a client-facing role, with required licensing maintained through continuing education.
• Good understanding of insurance terminology, broker responsibilities, and various lines of business insurance.
• Proficient in Microsoft Office with proven ability to learn and utilise new technology.
• Strong verbal and written communication skills with project management skills including attention to detail, organisational skills and time management.
• Problem-solving abilities including critical thinking, adaptability and sound judgement in daily routine.
• Relationship management and customer focus, collaborating to serve internal clients and resolve conflicts respectfully with team members.
• Intellectual curiosity, positive attitude, tolerance for ambiguity, and ability to cope with change and new challenges.

The Client Manager delivers across the full client service lifecycle, from CRM maintenance and client reporting production through investment knowledge application and regulatory compliance, to support the growth of institutional accounts. Working with Client Directors, investment teams, and third-party administrators, this role builds the internal and external relationships that sustain account revenue and ensure timely fulfilment of all client obligations.

Key Deliverables

• Build strong relationships with Client Directors and keep them abreast of client activity, working with sales teams to manage accounts and increase revenue potential through proactive client and consultant engagement.
• Handle client requests, queries, problems and complaints from internal and external customers, identifying a range of options and taking appropriate actions.
• Lead on projects and initiatives impacting Client Service teams, ensure all client obligations are captured and delivered timely, and oversee production of client reporting and ad hoc client-facing documents.
• Lead presentation preparation ahead of client review meetings by liaising with investment and product teams, host client meetings alongside the Client Director, and produce client meeting notes for dissemination.
• Attend external client meetings with the Client Director, ensure all CRM systems and client data are maintained accurately, and adhere to policies and procedures, including GICTO policy.
• Liaise with external and third-party administrators, continually review processes and systems for improvements, and share knowledge with the wider Client Service Team through procedures, papers and training sessions.
• Maintain and apply up-to-date investment and UK institutional market and regulatory knowledge, participate in industry conferences and support client and industry hospitality and training events.

Professional Experience

• Understanding of client lifecycle activities, fund operations, operational risk management and control, and competitor offerings and wider market trends.
• Data-savvy with ability to interpret and work with financial performance data.
• Strong conflict resolution skills, ability to maintain composure in challenging situations, and ability to build strong relationships internally and externally.
• High attention to detail, passionate about client service quality, and accountable for responsibilities in a timely and accurate manner.
• Good verbal and written communication skills to deliver messages coherently and confidently to external parties.
• Excellent time management with the ability to prioritise multiple tasks, meet deadlines, and report on progress.
• Results-driven, process-focused, diligent and reliable with excellent follow-through capabilities.

Embedded within the Field Office team, the Client Manager develops and executes customer-specific business plans as the primary integrated relationship manager for brokers, enrollment firms, and customers across the employee benefits portfolio. Working closely with sales representatives and marketing consultants, this role drives profitable growth of the inforce block through renewals, cross-selling, and enrollment strategy execution.

Areas of Ownership

• Serve as the primary integrated relationship manager for customers, developing personal connections with brokers, enrollment firms, and customers.
• Develop and execute customer-specific business plans, provide excellent customer service and oversee all post-sale activities including implementation, ongoing servicing and issue resolution.
• Navigate challenges employers face such as mergers, acquisitions, layoffs and reorganisation that could affect the Unum relationship, and escalate customer support by coordinating with Home Office.
• Drive profitable growth of the inforce block through renewals, re-enrollments, cross-selling and retention, managing pre-renewal communication in partnership with sales to improve re-enrollment effectiveness.
• Own enrollment and re-enrollment events and results, develop and communicate enrollment strategy with internal and external partners, and manage local benefit fair activities with the Field Office team.
• Build and develop enrollment firm relationships, partner with Sales Rep and Marketing Consultant to execute on all strategies, and manage handoffs between the Small Case team and Field Office for seamless execution.
• Develop and present renewals driving persistency and profitability, and provide thorough customer updates, broker feedback and pertinent action items that impact sales effectiveness.

Education & Experience

• Bachelor's degree or equivalent business experience required.
• Experience in the employee benefits industry preferred, with insurance license required within 90 days of hire.
• Full understanding of the Unum product and service portfolio with strong growth and sales orientation.
• Proficient in Microsoft Office, including Word, PowerPoint, and Excel, with strong technical aptitude and ability to leverage technology and systems.
• Strong negotiation, persuasion, presentation and strategic thinking skills with ability to act tactically.
• Excellent communication skills, strong business acumen, results-oriented, and able to project confidence and enthusiasm with each customer.
• Strong relationship management, conflict management and organisational skills.
• Ability to manage multiple demands, priorities and travel as needed.