Director of Client Success, Commercial Insurance

Lowell, Massachusetts, United States | Commercial Lines | Full-time | Partially remote


The Director of Client Success is a brand new position to Fred C. Church and oversees all of the Commercial Insurance client management teams.  The role is responsible for the daily activities of our Client Managers, including the delivery of outstanding customer service, client retention, business growth and full staff development.  Reporting to the Vice President, Commercial Insurance Manager, the Director of Client Success is a key leader and mentor in supporting our growth, strong reputation, and terrific employees.

Primary Job Duties and Responsibilities:

  1. Oversee the daily activities of Commercial Lines Client Managers.
  2. Establish performance targets and continuously monitor, analyze and track ongoing performance results.
  3. Develop performance metrics, leveraging our agency management system and other data driven tools
  4. Support a culture of the highest degree of quality, customer satisfaction, and compliance with Company policies and procedures
  5. Ensure balanced resource allocations
  6. Monitor and update workflow procedures to support a high level of customer service
  7. Develop Team Leaders to be strong supervisors as well as role-model client managers
  8. Participate in the recruitment, hiring, training and career development of a top-notch client management team
  9. Assist staff in working through more challenging and escalated cases. 

Skills and Abilities:

  1. 7-10 years of experience in supervisory/managerial role
  2. 10+ years of experience as commercial lines service agent or equivalent position
  3. Strong technical skills and understanding of insurance underwriting and coverage
  4. Comfortable using Agency Management systems; experience with EPIC preferred
  5. Demonstrated ability to organize, lead and develop high performance service teams
  6. Excellent communication, organizational, motivational and planning skills
  7. Ability to adjust priorities and manage time wisely in a fast paced environment
  8. Excellent oral and written  communication skills
  9. Comfortable delivering important messages in person and virtually
  10. Advanced user of MS Excel and/or other data reporting and analysis tools 

Education and Experience Requirements: 

  1. Bachelor’s Degree preferred.
  2. Advanced degree and/or industry designations a plus

The role may require limited travel to other Fred C. Church offices and offsite meetings.  As a result, dependable transportation is necessary.

To Apply:

Please include your resume and a cover letter when applying.  No phone calls and direct candidates only, please.

Fred C. Church is an equal opportunity employer and values diversity. All employment is decided on the basis of qualifications, merit and business need. We celebrate diversity and are committed to creating an inclusive environment for all employees.  Come join us!