Account Manager/Senior Account Manager - Small Commercial

Description

The Account Manager (AM) and Senior Account Manager (SAM) manage the day-to-day service and execution of an assigned book of business on the Small Commercial team. Both levels are the operational owner of the client experience, partnering with Producers, Account Executives, and other internal partners to support new business, renewals, implementations, and ongoing account service.

The AM independently manages assigned accounts with minimal supervision. The SAM brings deeper technical and coverage knowledge, manages larger and more complex accounts with minimal to no assistance, and serves as a resource and mentor to less experienced Account Managers.

 What Success Looks Like (Both Levels)

• Taking ownership of service execution, timelines, account administration, carrier coordination, documentation, and follow-through, in partnership with Producers and Account Executives.
• Combining technical expertise, proactive client service, strong organization, and personal accountability so every aspect of the client relationship is handled accurately, efficiently, and professionally.
• Anticipating client needs, managing competing priorities and deadlines, and building strong relationships with clients, carriers, vendors, and internal partners.

Essential Responsibilities (Both Levels) 

Client Service & Relationship Management

• Serve as the primary day-to-day contact for assigned clients and the owner of account service execution.
• Build and maintain strong, professional relationships with clients, carriers, vendors, Producers, Account Executives, and internal partners.
• Respond to and manage client requests related to coverage, eligibility, billing, claims-related service needs, policy or plan changes, certificates, documentation, and other account matters.
• Proactively communicate timelines, deliverables, requirements, deadlines, and next steps so clients stay informed and confident throughout the year.
• Manage client expectations and ensure timely, accurate follow-through on account needs.
• Attend and participate in client meetings with the Producer and/or Account Executive when appropriate.
• Identify opportunities to expand and strengthen existing client relationships, and proactively identify potential coverage gaps, risks, or service needs.

New Business & Renewal Management

• Own and manage the service execution of new and renewal business from initiation through completion and implementation.
• Partner with Producers and Account Executives to develop and execute new business and renewal strategies.
• Establish and manage timelines, ensuring all applications, submissions, quotes, proposals, analyses, presentations, and other deliverables are completed accurately and on schedule.
• Gather information and supporting documentation, assist with applications, and coordinate submissions and marketing activities with the appropriate markets or partners.
• Prepare and/or coordinate renewal materials, proposals, analyses, presentations, and supporting documentation, and review them for accuracy and completeness before they are presented to the client.
• Process all new and renewal transactions in accordance with agency procedures, and coordinate implementation so required paperwork and documentation are completed accurately and on time.
• Document renewal decisions, activities, communications, and progress in the agency management system.
• Participate in client renewal meetings, presentations, and educational meetings as appropriate.

Account & Policy Administration

• Manage day-to-day account activity and ensure all incoming items are processed or appropriately delegated according to agency standards.
• Process and coordinate changes, endorsements, audits, cancellations, certificates, billing items, and other account transactions as applicable.
• Review carrier-produced documents for accuracy and obtain corrections when necessary.
• Maintain required schedules, templates, records, underwriting files, and account documentation to established quality standards.
• Process incoming AORs and own the AOR process through completion.
• Review Account Coordinator work for accuracy, completeness, and adherence to established procedures.
• Monitor and address open activities and follow-ups daily to ensure timely resolution.
• Complete required assessments and account reviews, and prepare and process finance agreements and other required documentation.

Billing & Financial Administration

• Ensure accurate and timely invoicing of new business, renewals, changes, cancellations, audits, and other account activity.
• Educate clients clearly and professionally on billing, payment requirements, and related processes.
• Coordinate with carriers, clients, and internal resources to resolve billing questions or discrepancies.
• Maintain organized and accurate billing documentation and follow established agency procedures.

Operational Excellence & Compliance

• Maintain accurate client records, documentation, activity tracking, and account files in accordance with agency standards, workflows, and service standards.
• Ensure accuracy and completeness of applications, proposals, contracts, policies, plans, certificates, and other client deliverables.
• Maintain current knowledge of insurance products, markets, underwriting practices, applicable regulations, carrier updates, and industry trends that may affect assigned clients.
• Identify situations requiring additional technical, compliance, or underwriting review and engage the appropriate resources.
• Identify opportunities to improve efficiency, consistency, processes, and the overall client experience.
• Meet established agency service standards for quality, timeliness, responsiveness, and accuracy.
• Perform other duties as assigned.

Requirements

• Strong knowledge of insurance products, coverage, markets, and underwriting.
• Excellent client service, communication, and relationship-building skills.
• Strong organizational, project management, and time-management skills.
• Ability to manage multiple priorities, competing deadlines, and a high volume of account activity.
• Exceptional attention to detail and commitment to accuracy.
• Strong problem-solving, critical-thinking, and decision-making abilities.
• Ability to proactively identify issues, anticipate client needs, and drive solutions to completion.
• Ability to communicate effectively with clients, carriers, Producers, Account Executives, Account Coordinators, and internal partners.
• Proficiency with Microsoft Office Suite and agency management systems, particularly Applied Epic.
• Demonstrated accountability, ownership, professionalism, and commitment to continuous improvement.

Account Manager: 

Book of Business

• Independently and effectively service and manage an assigned book of business generally ranging from $750,000-$1 million in revenue, depending on account complexity and assigned responsibilities.
• Manage multiple accounts and competing priorities while maintaining a high level of accuracy, responsiveness, and client service.
• Manage accounts with minimal supervision and appropriately escalate complex issues when necessary.

Education & Experience

• Bachelor's degree preferred.
• Minimum of 3 years of insurance experience, preferably in an account management or client service role.
• Active Property & Casualty insurance license required, or ability to obtain within 60 days of hire.
• Experience managing client accounts and servicing a diverse book of business.
• Applied Epic experience strongly preferred.
• Professional insurance designations such as CIC, CPCU, CRM, CISR, or ARM preferred.

Senior Account Manager: 

What Sets the Role Apart

• Operational owner of the client experience for a larger and more complex book of business, managing accounts with minimal to no assistance.
• Combines deeper technical and coverage knowledge with independent, critical thinking to navigate complex accounts, make sound decisions, and look ahead to what clients may need tomorrow.
• Continually looks for ways to add value, improve processes, and enhance the client experience, including proactively identifying coverage gaps, risks, and emerging needs.
• Serves as a resource, mentor, and leader to Account Managers by sharing knowledge, guiding skill development, and helping elevate the capabilities of the team.

Book of Business

• Independently and effectively service and manage a book of business generally ranging from $1.2 million-$1.5 million+ in revenue, depending on account complexity and assigned responsibilities.
• Successfully manage large, complex accounts and competing priorities with minimal to no assistance.
• Independently manage the full client service timeline for assigned accounts, ensuring activities, deliverables, and follow-up are completed timely and accurately.
• Exercise sound judgment on complex account service matters, and recognize and escalate matters requiring additional technical, compliance, underwriting, or leadership involvement.

Education & Experience

• Bachelor's degree preferred.
• At least 5 years of demonstrated experience supporting and managing new business and renewal activities.
• Demonstrated experience successfully managing large, complex accounts with minimal to no assistance, and independently managing a book of business appropriate for a Senior Account Manager.
• Demonstrated experience conducting client reviews and leading or facilitating client and renewal meetings.
• Experience providing guidance, mentoring, or training to less experienced Account Managers or team members preferred.
• Experience managing a diverse book of business and multiple competing priorities.
• Active Property & Casualty insurance license appropriate to assigned responsibilities.
• Strong Applied Epic experience required.
• Professional insurance designations such as CIC, CPCU, CRM, CISR, or ARM preferred.

Additional Skills & Abilities

• Deeper technical and coverage knowledge appropriate to the Senior Account Manager level.
• Strong judgment and negotiation skills, with the ability to recognize coverage gaps and resolve complex issues.
• Ability to independently lead client reviews, renewal discussions, and other client-facing meetings.
• Ability to mentor, train, and serve as a technical and service resource to less experienced Account Managers and team members.