Client Service Manager I- Helmsman

Description

The Helmsman Client Service Manager is primarily assigned to key Commercial Markets P&C agents/brokers and selected mid-sized accounts with limited complexity. Owns, manages, coordinates, and leads the service process on assigned agents and accounts. Responsible for overall service delivery, assisting in the new business acquisition process, and supporting Division retention goals.

 

Responsibilities:

 

• Service Planning: Develops and executes service plans with assigned agents/brokers and accounts; monitors action items and modifies plans based on stakeholder feedback.
• Problem Resolution: Resolves service issues, acts as liaison with internal functional partners, and ensures follow-through to resolution and continued compliance.
• Customer Engagement: Coordinates and leads review meetings (Claims Reviews, Report to Management, Stewardships) to ensure service results align with plan.
• Service Delivery: Manages delivery of services across all internal teams through proactive follow-up and consistent communication; promotes self-service tools and technology.
• Account Installation: Manages installation and onboarding for new and existing accounts, including system setup, claim kits, and reporting configuration.
• Business Development: Participates in prospecting efforts through service analysis and capability presentations; assists in renewals and identifies opportunities to round out accounts.
• Value Positioning: Positions the agent/broker to demonstrate their value and Helmsman's value to joint customers.
• Industry Presence: Represents Helmsman at industry forums; assists in internal training development and delivery.

Qualifications

• Bachelor's degree or equivalent business background plus at least 5 years of relevant commercial lines experience required.
• Claims experience strongly preferred but not mandatory.
• Significant knowledge of Liberty Mutual Commercial Markets.
• 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

 

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%