Client Service Manager II (or Senior CSM)

Description

The Client Service Manager is responsible for understanding UPS’s business needs; coordinating the delivery of risk management, claims, loss control, and related services; and ensuring compliance with account requirements. This role develops and executes account-specific service plans designed to achieve meaningful, measurable results.

As a trusted advisor and customer advocate, the Client Service Manager builds strong relationships, anticipates needs, resolves issues, and drives continuous improvement—while upholding Liberty Mutual’s guiding principles, service standards, and business expectations.

Responsibilities:

Monitors the performance of the WC program and makes modifications based on feedback from the customer. Resolves service problems, answers questions, acts as a liaison with internal functional representatives and troubleshoots, routinely following up with all parties for resolution. Uses active listening and probing techniques to influence solutions to problems, issues, and interests. Ensures continued compliance. Trains others and provides account management support, stays abreast of industry best practices, and helps coordinate and lead review meetings with customer to ensure service results are in line with plan. Meetings may include and but not limited to Claims Reviews, Report to Management presentations, etc. Manages the delivery of services by all internal functional representatives through pro-active follow up and customer communication. Provides account specific input on overall service plan to include service delivery, service issues and outcome results. Consults on opportunities to round out the account. Assist in internal training efforts by developing material and presenting assigned topics.

We will consider candidate at the Client Service Manager II (Grade 16) level or the Senior Client Service Manager (Grade 17) level depending on experience.

If the selected candidate lives within 50 miles of a GRS office, then the selected candidate must be prepared to come into the office two days/month. This policy is subject to change. We will consider remote candidates depending on experience and location.

The posted salary range is reflective of the Grade 16 level.

Qualifications

- Bachelor`s degree or equivalent business background plus at least 7 years of relevant commercial lines experience required.

- Claims experience strongly preferred but not mandatory.

- Material understanding of insurance operations.

- Relevant commercial insurance experience or 3 to 5 years of account management.

- 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.

- Working toward ARM and/or CPCU preferred.

## Travel
25%