The work we do has an impact on millions of lives, and you can be a part of it.
We help protect our customers against life’s uncertainties. Regardless of where you work within the company, you’ll be helping provide protection and peace of mind when our customers need it most.
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.
***This role will be titled "Sr Director Account Management" within the organization.***
Responsibilities
Leadership and Team Building • 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 • Col