Client Success Manager Jobs in Rochester, NY (NOW HIRING)

At Gallagher, we help clients face risk with confidence because we believe that when businesses are protected, they're free to grow, lead, and innovate. You'll be backed by our digital ecosystem: a client-centric suite of consulting tools making it easier for you to meet your clients where they want to be met. Advanced data and analytics providing a comprehensive overview of the risk landscape is at your fingertips. Here, you're not just improving clients' risk profiles, you're building trust. You'll find a culture grounded in teamwork, guided by integrity, and fueled by a shared commitment to do the right thing. We value curiosity, celebrate new ideas, and empower you to take ownership of your career while making a meaningful impact for the businesses we serve.

We're looking for a Client Service Director to lead a team that delivers exceptional service and drives operational success. In this role, you'll oversee Commercial client service operations, mentor team members, and ensure that every client interaction adds value. Reporting to a Region Client Service Leader, you'll play a key role in shaping the future of our business by fostering a culture of collaboration, continuous improvement, and client satisfaction.

You'll lead a team of Client Service professionals, ensuring they deliver high-quality service that meets Gallagher's operational standards. By leveraging your leadership skills and industry expertise, you'll drive client retention, support sales initiatives, and resolve complex client issues. You'll also focus on developing your team's talent and implementing strategies to improve productivity and service delivery.

Here's what you'll do:

• Communicate effectively at all levels to ensure consistent, high-quality client service.
• Lead your branch or regional team to support key sales initiatives and drive revenue retention.
• Manage and develop a team of Client Service professionals and people-managers, providing guidance, feedback, and support to help them grow and succeed.
• Collaborate with the Branch Manager and Client Service Leader to align team goals with branch or regional strategy and operational success.
• Identify opportunities to improve client retention and satisfaction by analyzing client needs and recommending additional services or coverage.
• Oversee multiple tasks and responsibilities for yourself and your team, ensuring deadlines are met.
• Resolve complex and high-profile client issues by conducting root-cause analyses, implementing corrective actions, and applying lessons learned.
• Use your expertise to improve service delivery, focusing on people, processes, and technology.
• Conduct regular audits to ensure compliance with regulations and maintain high service standards.
• Manage and maintain accurate client and policy data using Gallagher's systems, ensuring all information is up-to-date and accessible.
• Leverage Gallagher's technology to streamline processes, enhance productivity, and deliver exceptional results.
• Balance multiple priorities effectively, ensuring all tasks are completed on time and meet client and business expectations.

Here's what you'll bring to the role:

• Bachelor's degree with a minimum of 6+ years client service and/or claims management experience OR
• High School degree/GED with a minimum of 11+ years client service and/or claims management experience.
• A minimum of 4+ years supervisory experience
• A Property and Casualty Insurance License.
• Strong interpersonal and planning skills to manage productivity and performance effectively.
• The ability to resolve complex client issues and implement long-term solutions.
• Experience leading teams in an operational service delivery or shared services environment is preferred.
• A collaborative mindset and a commitment to delivering results.

Competitive compensation, comprehensive benefits programs designed to support your well-being, career development opportunities, and ongoing learning are available. A collaborative, people-first culture with accessible leadership and the opportunity to do meaningful work with global reach and local impact are also part of the package.