Client Relationship Management - Specialist

Marsh McLennan; Austin (TX); Remote; USD 85,000 - 140,000; Full time

Job summary

Marsh is seeking a professional to support the BCS Client Retention team, strengthening client relationships and enabling long-term retention across portfolios.

You will analyze client feedback and trends, coordinate engagement plans, and translate insights into actions that protect revenue and create growth opportunities.

Qualifications

• Bachelor's degree or equivalent professional experience.
• 3–5+ years in operations, client service enablement, service management, analytics, or related environment.
• Experience working with operational datasets and dashboards; high attention to detail.
• Comfort preparing client-facing meeting materials and follow-up docs.
• Strong coordination and stakeholder management in a matrixed org.
• Preferred: workflow/service mgmt tools, reporting tools, process improvement methods.

Responsibilities

• Maintain the retention dashboard and scoring inputs; ensure data quality.
• Maintain the at-risk register and prepare risk review materials.
• Coordinate targeted client and client-team engagements with stay interviews.
• Document intake details, tiering recommendations, and action plans.
• Track post-resolution windows and sustainment indicators.
• Identify trend themes and surface actionable insights for CCRO.

Skills

Analytical skills

Problem-solving

Documentation discipline

Stakeholder management

Written communication

Education

Bachelor's degree or equivalent

Job description

Company: Marsh

Description:

We are seeking a talented individual to join our team at Marsh. The location of the role is flexible with US Marsh Office location.

Who we are :

BCS Client Retention Management is responsible for developing and executing strategies that strengthen client relationships, improve satisfaction, and support long-term retention across the portfolio. The BCS Client Retention team partners with client-facing colleagues and internal stakeholders to identify retention risks, address service challenges, and deliver consistent, differentiated client experiences. This work includes analyzing client feedback and business trends, coordinating proactive engagement plans, and translating insights into actions that protect revenue and create opportunities for growth. BCS Client Retention Managers and Specialists contribute through strategic planning, program execution, reporting, and continuous improvement of retention practices.

We will count on you to:

On the BCS Client Retention team, we expect you to build and strengthen client relationships while supporting long-term retention. You will bring a proactive, analytical, and collaborative approach to identifying retention risks, addressing client needs, and turning insights into practical actions. We value clear communication, sound judgment, attention to detail, and the ability to partner effectively with BCS value streams, the Service Delivery Practice, client teams, and internal stakeholders. Most importantly, we expect you to be client-focused, results-oriented, and committed to continuously improving the client experience.

Key responsibilities

• Maintain the retention dashboard and scoring methodology inputs; ensure data quality and consistent definitions across teams.
• Maintain the at-risk register (risk rating, drivers, revenue exposure, renewal date, action status) and prepare weekly/monthly risk review materials.
• Coordinate targeted client and client-team engagement, including scheduling and documenting "stay" interviews based on dashboard scoring and signal thresholds.
• Support escalation solutioning by documenting intake details, tiering recommendations, corrective action plans, owners, milestones, and client communication artifacts.
• Track post-resolution monitoring windows (30/60/90 days) and compile sustainment indicators (recurrence, turnaround time, accuracy, complaint volume, client feedback).
• Identify trend themes and recurring failure points; surface insights to the CCRO team with recommended next actions.
• Maintain a knowledge base of playbooks, job aids, and standard templates; support training enablement when fixes convert to standard practice.

What you need to have:

• Bachelor's degree or equivalent professional experience.
• 3-5+ years in operations, client service enablement, service management, analytics, or related insurance/brokerage environment (or equivalent transferable experience).
• Demonstrated ability to work with operational datasets and dashboards; strong attention to detail and documentation discipline.
• Comfort supporting client-facing meeting preparation and follow-up documentation in partnership with client executives.
• Strong coordination and stakeholder management skills in a matrixed environment.
• Preferred: experience with workflow/service management platforms, reporting tools, and process improvement methods.

What makes you stand out?

• Strong analytical and problem-solving skills, with the ability to identify patterns, recognize trends, and provide actionalable insights.
• Operational curiosity and a proactive approach to understanding processes and identifying opportunities for improvement.
• High level of ownership and accountability, with a demonstrated ability to follow-through on commitments, meet deadlines and deliver results.
• Ability to thrive in a deadline-driven environment while effectively managing competing priorities.
• Excellent written communication and organizational skills, with the ability to communicate clearly, concisely, and support effective meeting facilitation..
• Ability to navigate ambguity and manage multiple workstreams, and stay organized in a fast-paced environment

Why join our team:

• We help you be your best through professional development opportunities, interesting work and supportive leaders.
• We foster a vibrant and inclusive culture where you can work with talented colleagues to create new solutions and have impact for colleagues, clients and communities.
• Our scale enables us to provide a range of career opportunities, as well as benefits and rewards to enhance your well-being.

Marsh (NYSE: MRSH) is a global leader in risk, reinsurance and capital, people and investments, and management consulting, advising clients in 130 countries. With annual revenue of over $27 billion and more than 95,000 colleagues, Marsh helps build the confidence to thrive through the power of perspective. For more information, visit marsh.com, or follow us on LinkedIn and X.

Marsh is committed to embracing