Senior Director, Client Management

Role Overview

• Responsible for achieving the division persistency targets
• Leads the strategy, execution, and performance of the client management team
• Coaches the team on developing renewal strategy, benefits consultation, claims navigation, negotiation skills and relationship‑building with brokers and employers
• Ensures that clients and brokers receive exceptional service, measurable value, and a consistent experience that strengthens loyalty and drives retention
• Protect and grow revenue by building trusted, long‑term client partnerships
• Drive retention and growth strategies
• Market and state evaluation and targeting
• Book of business trends
• Product and network analysis
• Agency and broker targeting
• Marketing campaigns
• Evaluate and monitor market trends, including competitor strategy
• Manage and develop the Client Management team
• Coach and motivate Client Managers to achieve retention goals; hold the team accountable for results
• Provide Coaching for renewal strategy, plan utilization trends, negotiation skills, product, and pricing
• Provide Product and Process training
• Evaluate staffing needs
• Build relationships with broker partners and MGAs
• Serve as an executive point of contact for key broker relationships and existing business
• Attend and host market visits, broker meetings, broker councils, and webinars
• Oversee service delivery and operational performance
• Design and refine scalable processes for renewals, issue resolution, and ongoing broker and client engagement.
• Partner with all departments including Underwriting, Service, Operations to create efficiency and white glove service expectation
• Manage escalations related to claims, billing, enrollment, and service disruption.

Requirements

• 7+ years of experience in health insurance sales or account management and 2 years in a leadership role
• Strong background in small-group or level-funded health plans
• Experience leading client-facing sales or client management teams focused on achieving growth targets
• Excellent communication, negotiation, and relationship-building skills with employers and brokers
• Proven track record of improving retention and client satisfaction
• Ability to motivate, coach and develop team
• Preferred: Bachelor’s Degree
• Health and Life License

Benefits

• Health/dental/vision
• Life insurance
• FSA and HSA
• 401(k) plan
• Employee Assistant Program
• Back-up Care for Children, Adults and Elders
• Many health and wellness initiatives
• Wellness program that enables employees to participate in health initiatives to reduce their insurance premiums