About the role:
As a Senior Relationship Manager with Liberty Mutual, you will drive customer lifetime value and retention for our clients. You’ll partner with stakeholders to identify key opportunities to expand and improve our client experience with us.
You will act as an advocate for clients, providing timely and effective consultation and resolution on client and broker inquiries. You will also develop deep working relationships within Liberty to identify, develop, and deliver solutions that improve the client experience, address client needs, and maintain and grow revenue.
Responsibilities:
- Manage a book of business consisting of complex accounts (high revenue and/or multiple product/service offerings), driving new business and improving retention within these accounts.
- Establish and maintain relationships with key client stakeholders to become a trusted advisor, proactively identifying needs and offering tailored solutions.
- Proactively review and analyze data related to client engagement and financial performance, identifying trends and developing strategies to optimize outcomes.
- Lead quarterly business reviews with key clients, presenting performance data, strategic recommendations, and addressing any concerns.
- Collaborate cross-functionally with internal teams (e.g., Sales, Underwriting, Service, Product) to ensure seamless client experience and effective problem resolution.
- Develop and execute strategic account plans, including growth strategies, retention tactics, and cross-sell opportunities.
- Stay informed about industry trends, competitive landscape, and client needs to inform product development and service enhancements.
- Negotiate and finalize contracts, ensuring alignment with company objectives and client expectations.
- Participate in special projects and initiatives to improve overall client satisfaction and operational efficiency.
- Mentor and support junior team members, sharing best practices and contributing to team development.
Qualifications:
- Bachelor’s degree in Business, Finance, Marketing, or a related field; Master’s degree preferred.
- Typically requires 5-7 years of experience in account management, client relationship management, or a similar client-facing role, preferably within the insurance or financial services industry.
- Proven track record of managing and growing complex client accounts, achieving retention and revenue targets.
- Strong understanding of insurance products and services, or the ability to quickly acquire such knowledge.
- Excellent communication, negotiation, and presentation skills, with the ability to articulate complex information clearly and persuasively.
- Demonstrated ability to build and maintain strong client relationships at all levels.
- Strong analytical skills, with the ability to interpret data, identify trends, and make data-driven decisions.
- Ability to work independently and as part of a team in a fast-paced, dynamic environment.
- Proficiency in CRM software (e.g., Salesforce) and Microsoft Office Suite.
- Relevant industry certifications (e.g., CPCU, CLU) a plus.
- Must be able to travel as needed to meet with clients and attend industry events.
