Client Services Director | Industry Experience Required

Sedgwick Claims Management Services; United States; Remote; USD 115,000 - 135,000; Full time

Benefits offered by this job

Flexible work schedule

Referral incentive program

Career development and growth

Comprehensive benefits including 401K

Job summary

Sedgwick Claims Management Services is seeking a Client Services Director to lead dedicated client programs and protect retention across complex service models. You will architect account strategies, reinforce client satisfaction, and drive revenue growth through renewals and targeted cross-selling.

In this role, you will partner with operations, IT, and business development, oversee a team of Client Services professionals, and ensure ongoing value delivery across diverse client portfolios in

Qualifications

• Bachelor's degree required; CPCU, AIC, or ARM preferred.
• Ten (10) years related experience or equivalent combination, including two years in a supervisory capacity.
• Experience leading complex client programs and renewal negotiations.
• Ability to collaborate across departments to improve client experience.

Responsibilities

• Provides stewardship reporting to clients; educating clients on issues and trends.
• Conducts pre-renewal reviews of loss experience and performance; identifies potential dissatisfaction.
• Performs client renewals, contract revisions, and Client Service Instruction preparation for complex programs.
• Negotiates changes or improvements to service plans and drives cross-selling opportunities.
• Coordinates client invoicing, audits and accounts receivable follow up for assigned clients.
• Supervises and directs personnel assigned to programs requiring multiple Account Representatives.
• Ensures compliance with all applicable Quality initiatives.

Skills

Client relationship management

Account management

Strategic planning

Leadership

Education

Bachelor's degree

CPCU

AIC

ARM

Job description

Client Services Director | Dedicated Client

• Apply your client service and account management expertise to build strategies that strengthen client relationships, satisfaction, and retention.
• Lead complex client programs and deliver strategic solutions for organizations with sophisticated service models and evolving business needs.
• Partner across operations, information technology, and business development to remove barriers and continuously improve the client experience.
• Use client insights, program trends, and stewardship reporting to identify opportunities, address concerns, and support successful renewals.
• Drive business growth by identifying cross-selling opportunities and negotiating service plan improvements that create value for clients.
• Lead and develop Client Services professionals supporting complex programs while leveraging Sedgwick's broad global network of expertise.
• Take advantage of professional development and growth opportunities while enjoying flexibility and autonomy in your work and career path.
• Access diverse and comprehensive benefits designed to support your mental, physical, financial, and professional needs.

ARE YOU AN IDEAL CANDIDATE?

We are looking for driven individuals that embody our caring counts model and core values that include empathy, accountability, collaboration, growth, and inclusion.

PRIMARY PURPOSE OF THE ROLE:

To determine account management strategies related to client service plans; to be responsible for retention of existing clients, customer satisfaction, revenue growth, client surveys, and new business; to provide program management for jumbo clients requiring dedicated staff, multiple offices and complex service models; and to oversee the work of other local Client Services staff.

ESSENTIAL RESPONSIBLITIES MAY INCLUDE

• Provides stewardship reporting to clients; identifying and educating clients on issues and trends impacting programs.
• Conducts pre-renewal visits reviewing client loss experience and general company performance. Reviews and identifies areas of potential dissatisfaction prior to renewal meetings.
• Performs client renewal, contract revision, and Client Service Instruction preparation for complex programs.
• Negotiates changes or improvements to service plan.
• Facilitates the reduction of process barriers, technology constraints, or resource constraints by directing and influencing the activities of other internal departments such as information technology, operations and business development.
• Coordinates client invoicing, audits and accounts receivable follow up for assigned clients.
• Resolves all major customer service issues.
• Identifies and solicits cross-selling opportunities.
• Participates in local insurance community through advanced education and affiliation memberships.
• Supervises and directs personnel assigned to programs requiring multiple Account Representatives.
• Ensures compliance with all applicable Quality initiatives.

QUALIFICATIONS

• Bachelor's degree from an accredited college or university preferred. CPCU, AIC and/or ARM or other related designations preferred.
• Ten (10) years related experience or equivalent combination of education and experience required to include two (2) years account manager experience or five (5) years adjuster experience including two (2) years in a supervisory capacity

Line of Business Experience: Liability and Workers Compensation Preferred

TAKING CARE OF YOU

• Flexible work schedule.
• Referral incentive program.
• Career development and promotional growth opportunities.
• A diverse and comprehensive benefits offering including medical, dental vision, 401K on day one.

WORK ENVIRONMENT REQUIREMENTS INCLUDE

When applicable and appropriate, consideration will be given to reasonable accommodations.

• Mental: Clear and conceptual thinking ability; excellent judgment, troubleshooting, problem solving, analysis, and discretion; ability to handle work-related stress; ability to handle multiple priorities simultaneously; and ability to meet deadlines
• Physical: Computer keyboarding
• Auditory/Visual: Hearing, vision and talking

As required by law, Sedgwick provides a reasonable range of compensation for roles that may be hired in jurisdictions requiring pay transparency in job postings. Actual compensation is influenced by a wide range of factors including but not limited to skill set, level of experience, and cost of specific location. For the jurisdiction noted in this job posting only, the range of starting pay for this role is (115K - 135K). A comprehensive benefits package is offered including, but not limited to, medical, dental, vision, 401k and matching, PTO, disability and life insurance, employee assistance, flexible spending or health savings account, and other additional voluntary benefits.

Sedgwick is an Equal Opportunity Employer and a Drug-Free Workplace.

Sedgwick is building a diverse, equitable, and inclusive workplace and recognizes that each person possesses a unique combination of skills, knowledge, and experience.