Client Service Manager II

Description

About the Role

Liberty Mutual is hiring a Client Services Manager II to own the service experience for a portfolio of customers of all sizes and levels of complexity. Working under limited supervision, you'll be the primary point of accountability for service delivery — from new business installation through ongoing account management — and the trusted advisor who keeps customers and brokers aligned with the service plan.  This is a strong fit for an experienced client services or account management professional who's comfortable leading cross-functional coordination, navigating complex risk conversations, and building the kind of relationships that turn into expansion opportunities.

 

Location: This selected person must live in Chicago within 50 miles of Chicago office, with on-site requirements two days a week.  Please note this is subject to change.

 

What You'll Do

Account Ownership & Service Delivery

• Build and maintain trusted, strategic relationships with agents/brokers and clients by understanding business priorities, service expectations and evolving needs.
• Build and recommend comprehensive service plans for complex risks, partnering with risk control on plan development
• Monitor action items and adjust the service plan based on customer and broker feedback
• Lead regular meetings with customers and brokers to ensure service results track to plan
• Coordinate delivery across internal functional teams through proactive follow-up and communication

Problem-Solving & Relationship Management

• Design solutions for a range of customer concerns and de-escalate difficult interactions when they arise
• Improve how issues are reported, tracked, escalated, and resolved
• Ensure all parties have a clear, shared understanding of roles and responsibilities

Account Growth & Business Development

• Manage the installation process for new and existing accounts, looping in internal partners as needed
• Support the renewal process
• Use existing relationships to identify and position round-out opportunities, recommending the right products for each customer
• Participate in prospecting through service analysis and service presentations for assigned prospects

Representing Liberty Mutual

• Represent the company at industry forums and events
• Contribute to internal training by developing materials and presenting on assigned topics
• Ensure ongoing compliance across managed accounts

 

We are open to fill as a Client Service Manager I or II.  Salary range: $101,000 to $140,500 - final offer based on experience and skills.

Qualifications

Experience you will need:

• Bachelor's Degree preferred or equivalent professional experience
• 7+ years of experience in Client Service, account management, or a related insurance/risk management role.
• Demonstrated experience managing large or complex commercial accounts, ideally with broker relationships
• Strong problem-solving skills, with the ability to design solutions for varied and sometimes competing customer needs
• Proven ability to lead meetings and influence outcomes with customers, brokers, and internal stakeholders without direct authority over them
• Excellent written and verbal communication skills, including comfort presenting to external audiences
• Ability to work independently under limited supervision while managing multiple accounts and priorities at once

Nice to have experience:

• Experience with risk control programs or working alongside risk control teams
• Commercial Lines experience required
• Claims experience strongly preferred
• Prior experience in prospecting or business development within an account management role
• Property & casualty insurance industry background
• Completed or pursuing insurance certifications, designations (eg: ARM, CPCU)

 

Employees may apply for a new role after completing 12 months of employment in their current position.

 

Employees should review all role requirements and apply only for positions for which they are eligible. Hiring processes may vary by country, including differences in procedures, requirements, and timelines.  For country-specific details, please consult your local recruiting/HR team.

Travel

25%