Posting Description

Job Responsibilities

The AVP, Client Service Manager serves as a strategic partner and primary relationship manager to a select group of Sales Advisors/Producers. As a trusted extension of the Advisor team, you will lead the coordination and delivery of client service activities across Commercial Property & Casualty (P&C), ensuring a seamless and exceptional client experience. In this highly visible role, you will drive client satisfaction, support growth and retention initiatives, facilitate collaboration across internal teams, and help ensure the successful execution of service and renewal strategies. Using your expertise in commercial insurance, you will serve as a central point of coordination for key client relationships, proactively seeing opportunities, resolving challenges, and enhancing overall service delivery.

Your background in commercial lines account management, client service, and operations will be instrumental as you act as the bridge between Producers and Account Service teams. This role is ideal for an experienced account manager who is ready to transition from managing a dedicated book of business into a more strategically focused position. While you will not be directly responsible for renewals, you will play a critical role in supporting Producers with prospecting efforts, identifying growth opportunities, and providing valuable insights from servicing teams to strengthen client relationships and drive business success.

This is a full-time role with the flexibility of a hybrid work schedule from our Plainview, NY office. A remote option will be considered for well-qualified candidates within a reasonable commute to attend in-office or client meetings as required. Being in the office is crucial for fostering interaction and facilitating career development while allowing for spontaneous collaboration, immediate feedback, and stronger team relationships, all of which are critical for partner engagement and your professional success.

Key responsibilities:

Strategic Client Leadership & Relationship Management

• Serve as the strategic relationship lead and primary coordinator across Advisors' portfolio, ensuring alignment of client objectives, insurance strategy, and service delivery across all lines of business.
• Lead client planning discussions by identifying emerging risks, growth initiatives, organizational changes, and opportunities to strengthen program design and risk management strategies.
• Partner with Advisors to prepare for and participate in executive-level client meetings, renewal strategy sessions, and stewardship presentations.
• Develop a comprehensive understanding of each client's business, ownership structure, operational priorities, and risk profile to proactively anticipate needs and recommend solutions.
• Serve as the trusted relationship manager for day-to-day client interactions while maintaining strong executive relationships with client leadership and key partners.

Insurance, and carrier partners

• Establish clear ownership, service expectations, timelines, and accountability measures for all client deliverables.
• Drive execution of client strategies by proactively identifying obstacles, facilitating resolution, advancing issues as appropriate, and ensuring commitments are completed on schedule.
• Lead weekly and monthly account status reviews, providing comprehensive updates on client activity, open opportunities, cross-sell initiatives, renewals, and service issues.
• Mentor and support internal team members by promoting best practices in client service, communication, follow-through, and relationship management.

Service Excellence, Stewardship & Governance

• Build and maintain a formal client engagement cadence, including annual planning sessions, stewardship reviews, renewal strategy sessions, and executive touchpoints.
• Coordinate production and delivery of annual or semi-annual stewardship reports highlighting program performance, service accomplishments, claims trends, renewal outcomes, market conditions, and strategic recommendations.
• Ensure service delivery consistently meets or exceeds NFP service standards.
• Monitor service quality across all client engagements and implement continuous improvement initiatives to enhance the client experience.
• Maintain accurate documentation of client discussions, decisions, action items, and strategic initiatives.
• Provide email correspondence and calendar management for key producers, as needed for coverage and continuity of servicing.

Growth, Retention & Value Expansion

• Partner with Advisors and business line leaders to develop and implement strategic account plans designed to strengthen client retention, expand relationships, and increase revenue opportunities.
• Identify and facilitate cross-sell and referral opportunities across NFP service offerings.
• Support new business and acquisition opportunities by coordinating data collection, facilitating internal resources, and being responsible for proposal development and presentation preparation.
• Protect and grow the portfolio through proactive issue resolution, renewal defense strategies, and executive-level client advocacy.
• Track account growth initiatives, opportunity pipelines, and retention metrics.

Business & Market Competence

• Maintain current knowledge of commercial insurance products, market conditions, carrier appetites, alternative risk strategies, and emerging industry trends.
• Develop expertise in private equity-sponsored, family-owned, and complex middle-market organizations.
• Represent NFP professionally in client meetings, industry events, networking opportunities, and sponsor or portfolio company engagements.
• Apply market intelligence and competitive benchmarking to find opportunities for program enhancements, cost containment, and risk management improvements.

Additional Knowledge, Skills & Abilities

• Confirmed ability to handle complex, multi-line insurance programs and coordinate across multiple business divisions.
• Strong executive presence demonstrating influence and effective communication with leaders and clients.
• Validated leadership and project management skills with the ability to drive accountability across teams.
• Critical thinking and consultative problem-solving capabilities.
• Strong financial competence, including commission statement review and analysis.
• Ability to balance multiple priorities while maintaining exceptional attention to detail and responsiveness.

Education and/or Experience:

• Property & Casualty Broker's License required upon hire. CPCU or other P&C designation preferred
• BA/BS preferred; Master's degree in relevant subject (e.g., business, statistics, math/science, and actuarial science) highly desirable
• More than 8 years of industry and product line experience
• Must have retail brokerage or independent agency experience (can be in addition to, but not limited to only Carrier, Wholesaler, and Intermediary agencies)
• Experience with the EPIC or similar agency management system is ideal; Salesforce is a plus

What We Offer:

We're proud to offer a competitive salary, PTO & paid holidays, 401(k) with match, exclusive discount programs, health & wellness programs, and more. Our PeopleFirst culture focuses on building and cultivating lifelong relationships with our employees because, ultimately, we exist to be there for others. The base salary range for this position is $125,000 - $135,000. The base salary offered will be determined by factors including, but not limited to, experience, credentials, education, certifications, skill level required for the position, the scope of the position, and geographic location. Actual base salary offered will be determined on a case-by-case basis. In addition to the base salary, this position may be eligible for performance-based incentives.

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