Director, Client Services
Brown & Brown Insurance
full-time
Posted on:
Location Type: Remote
Location: Remote • Arizona, Tennessee, Texas, Wisconsin • 🇺🇸 United States
Visit company websiteJob Level
Lead
About the role
- Provides leadership and direction to Account Managers, focusing on internal operations and workload distribution to improve efficiency and consistency.
- Leads team of Account Managers; aligns assignments with Client Services leadership and Account Executive team needs.
- Implements task-based workload model to manage capacity and overflow.
- Structures assignments to enhance team efficiency and service delivery.
- Drives consistency in account management practices across the client portfolio.
- Ensure all deliverables are completed accurately and provided to Account Executives (AE) and Senior Account Managers (SAM) in a timely manner.
- Maintain awareness of Account Managers’ priorities and projects to proactively support workflow.
- Establish and implement accountability measures to improve process efficiency and reduce gaps in responsibility.
- Identifies development needs and growth opportunities for Account Managers.
- Shifts Account Manager responsibilities toward tactical, internal work that supports client expectations.
- Coaches and mentor's teammates to develop skills and identify growth opportunities.
- Leverages organizational and project management skills to structure assignments effectively.
- Maintains a strong understanding of client expectations and how internal operations support them.
- Collaborates with Account Executives and Client Services leadership to support ongoing needs of the business.
- Work with Operations Manager on developing processes and timelines for internal audits and initiatives.
- Utilize Salesforce reports to monitor Account Manager case updates and entries; ensures that Salesforce is being utilized by the Account Managers to create and manage updates timely and accurately.
Requirements
- 5–7+ years in account management, client services, or operations roles.
- 2–3+ years in a leadership or supervisory capacity.
- Experience in capacity planning, workflow optimization, or process improvement.
- Familiarity with task-based workload models and service delivery frameworks.
- Industry-specific experience (if applicable) in managing client portfolios and internal support functions.
Benefits
- Health Benefits : Medical/Rx, Dental, Vision, Life Insurance, Disability Insurance
- Financial Benefits : ESPP; 401k; Student Loan Assistance; Tuition Reimbursement
- Mental Health & Wellness : Free Mental Health & Enhanced Advocacy Services
- Beyond Benefits : Paid Time Off, Holidays, Preferred Partner Discounts and more.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
capacity planningworkflow optimizationprocess improvementtask-based workload modelsservice delivery frameworks
Soft skills
leadershipcoachingmentoringorganizational skillsproject management