SUMMARY:

The Senior Client Manager works with and supports Producers, Client Advocates, Client Executives and the account team to manage client service delivery throughout the insurance renewal and policy period on an assigned book of business largely comprised of Charter Schools. The role is client facing and team focused, using professional skills in commercial property and casualty insurance to enhance and expand large and complex client relationships. This position is a senior, client-facing role responsible for directly supporting Property & Casualty Insurance client relationship management efforts. The position supports and coordinates service activity and is a key member of the client service team, responsible for delivery of the program-level strategy and providing consultation to clients.

This position mentors a client service team through continuous learning, transparent feedback, and strong talent development. Working directly with the team to assist in setting individual and team goals aligned with the sales and growth strategy, service platform execution, continual process improvement, proactively identifying and meeting client needs, enabling retention and growth of a defined book of business from a client service perspective.

Location: This role requires a hybrid work schedule out of either our Dallas, Austin or Houston offices, 3 days a week in office.

QUALIFICATIONS:

You will find EPIC to be a fast-paced and fun environment and a workplace in which you truly can make a difference. Creativity and independent thinking is valued throughout our organization. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Client Management:

• Serve as the primary expert resource and first point of contact for clients, handling questions on risk management, coverage, contractual issues, and compliance specific to the Charter School industry.
• Analyze client data, conduct market comparisons, strategize around coverage and exclusions, and negotiate premiums and commission rates.
• Provide marketing and new business development support, including preparing presentations and proposals, and participating in and/or conducting meetings with clients and/or prospective clients.
• Delegate office administrative work and oversee tasks.

Service Delivery:

• Establish and maintain primary business relationships with clients, developing comprehensive customer service plans.
• Consistently establish and maintain high levels of trust and confidence with clients through periodic unscheduled contact and prompt resolution of client questions and issues.
• Analyze client and market data to prepare insurance renewal options, meet with clients to strategize, and advise on best alternatives.
• Negotiate with carriers on clients' behalf for best available premiums, commissions, and coverage.
• Maintain expert knowledge and provide clients with up-to-date information on insurance, market trends, and legislation.
• Work with claims advocates to ensure client needs are satisfied throughout the claims process.

Marketing and Business Development:

• Prepare renewal specifications for presentation to carriers, including analysis of claims, changes in client operations, and recommended renewal pricing.
• Conduct renewal presentations as part of a team.
• Develop strong relationships with business partners, including underwriters, brokers, and other professional service providers.

Personal and Organizational Development:

• Set priorities and manage workflow to ensure all goals are met.
• Maintain cordial and effective relationships with clients, co-workers, carriers, vendors, and other business contacts.
• Document correspondence and activity in agency management systems.
• Interact effectively with others, utilizing good communication skills and providing information and guidance as needed.
• Stay informed regarding industry information, new product/program developments, coverages, legislation, and technology to continuously improve knowledge and performance.

QUALIFICATIONS:

• High school diploma or G.E.D. equivalent required; college degree preferred.
• Five or more years of experience in mid-size brokerage or independent agency.
• Proficiency in Microsoft Office applications, especially Excel.
• Ability to work in a fast-paced environment and handle multiple tasks.
• High level of interpersonal skills for handling sensitive and confidential situations.
• Valid State Property and Casualty License and State Driver's License required.
• Excellent negotiation skills and in-depth knowledge of the insurance business.
• Strong leadership skills with experience in delegation, coaching, and mentoring.
• Proficiency in Sagitta and ImageRight preferred.
• Strong aptitude for interpreting coverage forms, contractual agreements, and financial statements.
• Highly motivated with a strong work ethic and ability to work independently.
• Project and team management experience preferred.
• Insurance industry designations preferred (CIC, CRM, CPCU).
• Experience with complex shared/layered programs preferred.

PHYSIICAL DEMANDS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to stand; walk; sit; use hands to finger, handle, or feel; reach with hands and arms; and talk or hear. Specific vision abilities required by this job include close vision, color vision, and ability to adjust focus. Ability to travel independently to clients; some air travel may be required.

WORK ENVIRONMENT and ENVIRONMENTAL CONDITIONS:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate. There is no or very limited exposure to physical risk.

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