Job Summary
The National Director of Client Management (NDCM) is a transformational leader responsible for designing, building, and leading the Employee Benefits (EB) client service and relationship management model across both the pre-sale and post-sale lifecycle.
This leader will oversee Client Managers, Renewal Specialists, and Sales Support—establishing a modern, digitally enabled, high-touch service model that maximizes client retention, relationship expansion, and profitable growth.
This role requires a leader who is strategic, operationally disciplined, digitally fluent, and deeply customer-centric, capable of leveraging technology, analytics, and streamlined workflows to deliver a differentiated service experience for brokers and employers while enabling scalable growth.
The NDCM will build the function from the ground up, establishing organizational structure, service standards, and operating rhythms. The role will partner closely with Sales, Underwriting, Product, Operations, and Technology teams to ensure a seamless client journey and to create a scalable service model that supports continued growth in the U500 employer segment and emerging markets.
• Build and scale the Client Management organization, including recruiting, onboarding, and developing Client Managers, Renewal Specialists, and Sales Support professionals.
• Define clear roles, responsibilities, and career paths supported by performance standards tied to retention, renewal execution, service responsiveness, and client satisfaction.
• Establish a culture of accountability and continuous improvement through coaching, feedback, and targeted skill development.
• Develop leadership bench strength and succession plans to support long-term growth and scalability of the function.
Client Retention and Relationship Management
• Own the retention, satisfaction, and relationship expansion strategy across the in-force Employee Benefits portfolio.
• Design proactive client management models that anticipate client needs, support renewal readiness, and reduce friction for brokers and employers.
• Ensure delivery of high-quality stewardship meetings, performance reviews, and issue resolution that reinforce the value of the partnership and the EB platform.
• Strengthen relationships with key brokers, GAs, and trading partners to reinforce loyalty and protect the block.
• Leverage client insights, service data, and renewal analytics to identify risk signals, retention opportunities, and expansion potential.
Renewal Strategy and Sales Support
• Oversee the Renewal Specialist function to ensure timely, accurate, and coordinated renewal outcomes across the in-force portfolio.
• Lead the Sales Support function, ensuring efficient execution of pre-sale activities including quoting, proposal preparation, broker support, and coordination with field sales teams.
• Partner closely with Underwriting to align pricing strategy, plan design, and positioning across both new business and renewals, balancing competitiveness with long-term profitability.
• Establish scalable processes and service standards that support both renewal execution and pre-sale quoting workflows, enabling timely responses to brokers and improving pipeline visibility.
Operational Excellence and Process Standardization
• Design and implement consistent, scalable workflows across client management, renewals, and sales support to improve efficiency and service quality.
• Establish and monitor service level agreements (SLAs), key performance indicators (KPIs), dashboards, QA routines, and escalation protocols.
• Drive automation, digitization, and self-service capabilities in collaboration with Technology teams.
• Ensure seamless coordination with Operations, Claims, Billing, Implementation, and Customer Service to deliver a unified client experience.
• Continuously improve service processes using operational data, feedback, and performance insights.
Technology, Data and CRM Strategy
• Establish CRM and client management platforms as the system of record for client engagement, renewal tracking, account planning, and relationship visibility.
• Drive disciplined adoption of CRM tools and data insights to support proactive client management and pipeline transparency.
• Partner with Technology and Sales Enablement teams to enhance client management tools, dashboards, and digital client touchpoints.
• Ensure the team leverages analytics and service data to prioritize accounts, identify retention risks, and drive proactive engagement.
Enterprise Partnership and Influence
• Collaborate with Sales, Underwriting, Product, Technology, and Operations to align strategy and execution across the client lifecycle.
• Provide field intelligence and client insights to inform product development, pricing strategy, and operational improvements.
• Serve as the voice of the customer internally, helping shape strategic priorities and experience enhancements.
Business Performance and Insights
• Develop dashboards tracking renewal progress, retention outcomes, service performance, and broker satisfaction.
• Establish retention, service, and renewal performance targets aligned with EB growth and profitability objectives.
• Monitor account health and broker relationships to identify churn risks and intervention opportunities.
• Present retention forecasts, renewal insights, and mitigation strategies to EB leadership.
• Demonstrated experience leading multi-layered client-facing teams, including Client/Account Managers, Renewal Specialists, Sales Support, or similar service functions.
• Strong command of EB products including Dental, Vision, Life, Short-Term Disability, Long-Term Disability, Paid Leave, and Supplemental Health.
• Proven track record of driving client retention, renewal outcomes, and customer satisfaction at scale within broker-led or intermediary distribution models.
• Experience building or leading modern, technology-enabled service organizations, including CRM adoption, digital workflows, and data-driven operating practices.
• Demonstrated ability to build teams, establish scalable processes, and develop leadership talent within a growing or evolving business environment.
• Strong cross-functional leadership skills with experience partnering with Sales, Underwriting, Product, Operations, and Technology teams to deliver coordinated client outcomes. ith Client Management, Underwriting, Product, Operations, and Technology teams to deliver successful sales outcomes.
• Strong data and analytics capabilities, including retention forecasting, book performance analysis, utilization trends, and service analytics to inform operational and renewal decisions.
• Experience supporting small business, mid-market, or emerging market segments within broker-led distribution environments.
• Familiarity with group insurance carrier operations, including EB administration, renewals, and client service models.
• Experience partnering with technology and digital solutions teams to enhance client-facing tools, service automation, and digital client experiences.
• Exposure to multi-state or regulated benefits environments, such as statutory disability or paid family and medical leave.
• Experience operating in high-growth or evolving organizations, including scaling service models to support new products, markets, or distribution channels.
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