Client Manager

Description

Job Summary

The primary objective of the Client Manager is to deliver A Far From Ordinary Client Experience™. This roleis responsible for the execution of both the strategic (“outer circle”) and the insurance/program (“innercircle”).

Success

Success of this role is measured by the delivery of the Client Experience:

Execution of Client Experience

•  Work with High Performance Team to define and deliver A Far From Ordinary Client Experience™
•  Understand each client’s unique “Business Environment” (Strengths, Opportunities, Challenges)
•  Ensure that the items promised to clients are delivered proactively 
•  Uphold all GKG processes and ensure “Followed by All”
•  Respond to clients’ needs in an accurate and timely manner (within agency standards)
•  Manage and communicate shifting priorities
•  Ensure high quality discussions/meetings (internal and external)
•  Communicate the value of our Client Experience (quantify)
•  Where applicable, delegate tasks and ensure successful completion

Technical Expertise

•  Work with HPT to identify the solutions that will drive the desired results for the client 
•  Keep abreast of industry developments to enhance professional knowledge for self and team
•  Mentorship and transfer of knowledge to other team members
•  Maintain awareness of relevant regulations and legal requirements

Execution of agreed upon solutions (make it happen)

•  Once solutions are agreed upon, make it happen
•  Ensure accuracy, quality, and timeliness of all deliverables
•  Ad hoc projects such as billing issues, audits, reporting etc.
•  Ensure HPT is apprised of any changes/updates relative to the client
•  Where applicable, delegate tasks and ensure successful completion

Renewal Strategy & Execution

•  Work with HPT to set and execute Renewal Strategy
•  Maintain expertise in the products and services available from carriers/vendors
•  Keep the trains running on time: execute marketing & placement in alignment with GKG’s agency standards (T-120 Standards)
•  Prepare client proposals and presentations 
•  Utilize insurance company on-line software for quotes, online enrollments, reports, etc.
•  Proactively communicate with insurance companies & vendors to ensure prompt response
•  Where applicable, delegate tasks and ensure successful completion

Agency Management System & Data Hygiene

•  Uphold all GKG processes and ensure “Followed By All”
•  Ensure timely and accurate processing of client and carrier information updates 
•  Maintain and manage agency electronic files appropriately and in accordance with workflows
•  Document all material conversations with clients and/or carriers regarding exposures and coverages, in accordance with agency workflows
•  Identify opportunities for efficiency (always looking to make the process better/easier)
•  Ensure proper and timely billing/invoicing where applicable

Requirements

To be successful at GKG, team members must possess our CORE VALUES:

•   team-first mentality
•  always seeking growth
•  make it happen 
•  change is opportunity
•  work smart
•  excellence every time

Additionally, the following standards must be met:

•  Bachelor’s degree or equivalent experience
•  Must attain and maintain all applicable New York State insurance license(s)
•  Must attain and maintain all agreed upon certifications and designations
•  Must be comfortable in remote work environment 
•  Must be comfortable in an electronic environment with strong computer skills
•  Strong working knowledge of Microsoft Suite (Word, PowerPoint, Excel, etc.)
•  Excellent verbal and written communication skills
•  Excellent people skills and ability to work well in a team environment
•  Strong organizational skills
•  Strong public speaking and presentation skills
•  Must be able/willing to travel throughout the region
•  When physical presence is required at GKG’s primary work location OR a client location, must report once given adequate notice
•  Overnight travel may be necessary (rare)

REMOTE WORK & TRAVEL:

This position is eligible for GKG’s “Work Where Is Best” policy (see full policy details). GKG reserves the right to deny or revoke remote work privileges at their own discretion.

Position requirements and responsibilities do not change regardless of where the work is being done. 

Expectations around professionalism, communication, work output, and customer service are the same. 

Expectations around travel do not change regardless of where the work is being done. If a team member’s physical presence is required at GKG’s primary work location OR a client location, he or she is expected to report once given adequate notice. All GKG policies (i.e., data security, confidentiality, etc.) are the same regardless of where the work is being done. 

SUPERVISORY RESPONSIBILITIES:

This position does not have any supervisory responsibilities.

EQUIPMENT, MACHINES AND SOFTWARE USED:

Ability to utilize word-processing and spreadsheet software, presentation software, sales pipeline software, and agency management software.

MENTAL AND VISUAL REQUIREMENTS:

Close mental and visual attention required to perform work dealing primarily with preparing and analyzing data and figures, performing account work, using a computer, and/or extensive reading.

PHYSICIAL ACTIVITIES AND REQUIREMENTS:

Ability to stoop, reach, sit, stand, walk, pull, lift, use fingers, grasp, feel, talk, hear, and perform repetitive motions. Ability to exert up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently, and/or a negligible amount of force constantly to move objects. 

ENVIRONMENTAL CONDITIONS:

None: There is no exposure to adverse environmental conditions (such as in a typical office or administrative work).

EMPLOYER'S DISCLAIMER:

•  All requirements are subject to possible modification to reasonably accommodate individuals with disabilities.
•  This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by their supervisor. Furthermore, the company reserves the right to add to or revise an employee's job duties at any time at its sole discretion.
•  This document does not create an employment contract, implied or otherwise, other than an “at will” employment relationship.