Position Summary

The Senior Account Manager is an advanced professional who serves as a lead technical resource and primary relationship manager for a portfolio of more complex commercial accounts. Operating with independent judgment and advanced coverage expertise, the Senior Account Manager leads renewal and servicing strategy, oversees day-to-day execution, and mentors junior team members. This role collaborates closely with Account Analysts, Account Managers, Account Consultants, Advisors, and insurance company partners to deliver high-quality client service, drive retention, and support growth of the book of business.

Position Summary

The Senior Account Manager is an advanced professional who serves as a lead technical resource and primary relationship manager for a portfolio of more complex commercial accounts. Operating with independent judgment and advanced coverage expertise, the Senior Account Manager leads renewal and servicing strategy, oversees day-to-day execution, and mentors junior team members. This role collaborates closely with Account Analysts, Account Managers, Account Consultants, Advisors, and insurance company partners to deliver high-quality client service, drive retention, and support growth of the book of business.

Primary Responsibilities

• Own day-to-day stewardship of a complex or higher-value book of commercial accounts, managing renewals, mid-term changes, and program structure with limited supervision.
• Lead the renewal strategy for assigned accounts, including analyzing loss history, exposure changes, risk trends, and market conditions to recommend coverage structure, limits, and retentions.
• Develop and present renewal proposals, coverage comparisons, and stewardship materials that clearly articulate recommendations, alternatives, and financial impacts.
• Determine market selection and placement strategy for complex risks within authority, partner with Advisors, Placement, or leadership on highly specialized or distressed accounts.
• Prepare and submit comprehensive underwriting submissions to targeted carriers, ensuring accuracy, clarity, and alignment with client strategy.
• Lead routine negotiations with carrier underwriters on terms, conditions, and pricing, escalating only when needed for non-standard issues or exceptions.
• Evaluate and compare quotes, identify coverage gaps or inconsistencies, and formulate recommendations that balance client risk tolerance, budget, and market realities.
• Serve as a technical expert on coverage, policy forms, and complex contract requirements, providing guidance to clients, internal teams, and junior colleagues.
• Act as the primary point of contact for key client stakeholders on coverage, service, and day-to-day needs; coordinate internally to ensure timely, accurate delivery.
• Oversee and, where necessary, personally handle complex client service needs, including non-standard endorsements, manuscript wording requests, and sophisticated certificate or contract compliance requirements.
• Proactively monitor client activity and industry developments to identify cross-sell or up-sell opportunities and partner with Advisors or Producers to pursue them.
• Support clients with claims advocacy and issue resolution by coordinating with claims resources, carriers, and internal teams to remove obstacles and communicate status.
• Provide work direction, prioritization, and quality review for Account Analysts and Account Managers on assigned accounts, ensuring processing work meets firm and client standards.
• Serve as an informal coach and mentor, sharing best practices, reviewing complex work, and helping junior colleagues build technical and client-service capabilities.
• Collaborate with Advisors, Account Consultants, Risk Placement, Operations, and other internal partners to ensure coordinated, consistent client experience.
• Maintain complete, timely documentation of all client and carrier correspondence, decisions, and activities in the agency management system so all stakeholders can access accurate status and history.
• Maintain a strong focus on accuracy, completeness, and timeliness in all client and carrier interactions to minimize the potential for errors and omissions (E&O) exposure.
• Ensure all servicing, placement, and documentation activities comply with firm policies, carrier requirements, and applicable regulatory standards.
• Identify recurring issues, process breakdowns, or training gaps within the book or team, and recommend or support improvements to workflows, templates, and tools.
• Contribute to special projects or initiatives (e.g., key account implementations, process pilots, system changes) that enhance client service or operational efficiency.

Required Knowledge, Skills & Abilities

• Advanced knowledge of commercial insurance coverages, program structures, and policy language for assigned lines (e.g., property, casualty, auto, umbrella, professional/specialty as applicable).
• Ability to interpret and explain complex policy terms, endorsements, and contractual insurance requirements, including identifying and articulating risk and coverage implications.
• Demonstrated ability to manage projects and processes independently, including renewals, remarkets, and multi-line or multi-location program changes.
• Strong analytical and problem-solving skills, with the ability to assess non-routine situations, evaluate options, and recommend solutions with limited guidance.
• Effective presentation and communication skills, both verbal and written, including the ability to present coverage strategies and renewal outcomes to clients and internal stakeholders.
• Intermediate to advanced proficiency in Microsoft Word, Excel, PowerPoint, and Outlook, and demonstrated ability to work effectively in agency management systems and carrier platforms.
• Proven time management and prioritization skills, capable of balancing multiple complex accounts, deadlines, and internal projects.
• Ability to influence others within and across the job area (e.g., Account Analysts, Account Managers, carrier underwriters, internal stakeholders) through clear explanation of facts, policies, and best practices.
• Consistently demonstrates and reinforces the firm's core values and desired culture, modeling professional behavior and client-first mindset.

Qualifications

• Bachelor's degree; or equivalent combination of education and work experience.
• Obtain and maintain all required state insurance license(s), as required by the State Department of Insurance, to provide risk management consulting or risk transfer solutions in applicable jurisdictions (or be willing and able to obtain all required licenses within the first 90 days of employment).
• 4-6 years of experience in an Account Manager, or similar client service role within the insurance industry, with a track record of successfully managing more complex accounts.
• Demonstrated progression in handling complex accounts, negotiations, and service responsibilities independently, and in serving as a technical and service resource for junior team members.

Special Working Conditions:

• Fast paced, multi-tasking environment.
• Some travel may be required.

Important Notice:

• This position description is intended to describe the level of work required of the person performing in the role and is not a contract. The essential responsibilities are outlined; other duties may be assigned as needs arise or as required to support the organization. All requirements may be modified to reasonably accommodate physically or mentally challenged colleagues.