Client Service Manager II

About the Role

Liberty Mutual is hiring a Client Services Manager II to own the service experience for a portfolio of customers of all sizes and levels of complexity. Working under limited supervision, you'll be the primary point of accountability for service delivery — from new business installation through ongoing account management — and the trusted advisor who keeps customers and brokers aligned with the service plan.  This is a strong fit for an experienced client services or account management professional who's comfortable leading cross-functional coordination, navigating complex risk conversations, and building the kind of relationships that turn into expansion opportunities.

Location: This selected person must live in Chicago within 50 miles of Chicago office, with on-site requirements two days a week.  Please note this is subject to change.

What You'll Do

Account Ownership & Service Delivery

• Build and maintain trusted, strategic relationships with agents/brokers and clients by understanding business priorities, service expectations and evolving needs.
• Build and recommend comprehensive service plans for complex risks, partnering with risk control on plan development
• Monitor action items and adjust the service plan based on customer and broker feedback
• Lead regular meetings with customers and brokers to ensure service results track to plan
• Coordinate delivery across internal functional teams through proactive follow-up and communication

Problem-Solving & Relationship Management

• Design solutions for a range of customer concerns and de-escalate difficult interactions when they arise
• Improve how issues are reported, tracked, escalated, and resolved
• Ensure all parties have a clear, shared understanding of roles and responsibilities

Account Growth & Business Development

• Manage the installation process for new and existing accounts, looping in internal partners as needed
• Support the renewal process
• Use existing relationships to identify and position round-out opportunities, recommending the right products for each customer
• Participate in prospecting through service analysis and service presentations for assigned prospects

Representing Liberty Mutual

• Represent the company at industry forums and events
• Contribute to internal training by developing materials and presenting on assigned topics
• Ensure ongoing compliance across managed accounts

We are open to fill as a Client Service Manager I or II.  Salary range: $101,000 to $140,500 - final offer based on experience and skills.

Experience you will need:

• Bachelor's Degree preferred or equivalent professional experience
• 7+ years of experience in Client Service, account management, or a related insurance/risk management role.
• Demonstrated experience managing large or complex commercial accounts, ideally with broker relationships
• Strong problem-solving skills, with the ability to design solutions for varied and sometimes competing customer needs
• Proven ability to lead meetings and influence outcomes with customers, brokers, and internal stakeholders without direct authority over them
• Excellent written and verbal communication skills, including comfort presenting to external audiences
• Ability to work independently under limited supervision while managing multiple accounts and priorities at once

Nice to have experience:

• Experience with risk control programs or working alongside risk control teams
• Commercial Lines experience required
• Claims experience strongly preferred
• Prior experience in prospecting or business development within an account management role
• Property & casualty insurance industry background
• Completed or pursuing insurance certifications, designations (eg: ARM, CPCU)