Sr. Client Advocate

1 month ago

Boston, United States WTW Full time

The Senior Client Advocate (SCA) is responsible for maximizing revenue from existing clients. Needs to be comfortable “upselling” the client and growing the account. The Senior Client Advocate is responsible for cultivating and maintaining client relationships that includes strategy development and execution at the insurance program level. They have ownership of the E365 Service plan, engaging expert resources and leading pricing and profitability efforts. The SCA arranges WTW resources to provide coordinated service and placement to meet the client’s insurance and risk management needs. An SCA has a strong connection to the client’s business and a fundamental understanding of its industry, thus this relationship is a business partnership with client decision makers. They are ultimately responsible for client retention, client profitability, and delivery of all outcomes for their assigned clients.

A Senior Client Advocate should be the top Relationship Management colleague for accounts to which they are assigned. On an exception basis, may work on an account with:

  • A producer who has a large book of business (Rule of thumb - $10M or greater of Global Revenue) or

  • A producer or GCA on a particularly complex large account

The SCA’s main responsibility will be to provide an exceptional end-to-end client experience. This will include a primary focus on direct client engagement and will also require partnership and interaction with internal resources and functions to achieve the exceptional client experience. Client facing responsibilities are up to 90%.

The SCA will lead RFPs, oral presentations and pitches in conjunction with industry leader for non F1000 prospects.

As a Senior Client Advocate you must have:

  • Excellent negation skills

  • Excellent management skills (lead and mentor CAs)

  • Excellent project management skills

  • Excellent presentations skills

  • Is a change champion

As a senior member of the organization, you will have additional responsibility serving as:

  • A mentor to colleagues

  • A Subject Matter Expert for one or more lines of business and/or Industry Vertical and/or

  • A Team Leader

The Role

  • Contributes to new business opportunities for new clients and develops business opportunities with existing clients

  • Drives the RFP response process, including review, identification, and coordination of resources and expertise required, and ultimate document ownership

  • Engages with sales and broking to understand marketplace changes

  • Retains existing book of business and develop and strengthen client relationships – recognized as primary client relationship contact

  • Establishes comprehensive understanding of client’s industry, business, and objectives

  • Provides strategic planning and consulting advice to clients; monitors insurance and risk management needs in collaboration with WTW resource, practice, and industry groups. Recommends appropriate solutions throughout the policy term (including acquisition due diligence)

  • Drives creation and delivery of E365 Plan and Client Stewardship report

  • Identifies, engages, and integrates delivery of all WTW internal resources to deliver on the client experience

  • Leads and mentors account team members

  • Maximizes the profitability and retention of their book of business

  • Negotiates, creates, and delivers fee/compensation agreements to clients

  • Informs client’s insurance program design and strategy by working in conjunction with Broking to ensure utilization of appropriate analytical tools

  • Drives design and delivery of client presentations/proposals, client advocacy reports, client service plans and schedules

  • Drives the renewal process to establish and implement the client-specific renewal strategy. Collaborates with WTW resource, practice, and industry groups to develop and deliver renewal to clients.

  • Ensures Group policy requirements (legal, regulatory & compliance) are met

  • Other duties as identified and appropriate to ensure exceptional client experience

The Responsibilities

  • Targeted 10+ years of commercial Property & Casualty experience in a client facing role or demonstrated capabilities to complete role responsibilities

  • Able to apply knowledge of coverage forms in the analysis of program design, the identification of coverage gaps, and ongoing coverage consultation

  • Ability to interpret, analyze, and present analytical models

  • Relationship Management skills: able to leverage internal and external relationships to bring WTW resources and assets tailored to client needs; ability to drive conflict resolution

  • Negotiation skills: Ability to develop innovative and creative solutions to do complex deals, drive consensus across internal and external stakeholders to close deals and the ability to drive conflict resolution and secure concessions without damaging mitigating injury to client relationships

  • Business Acumen; knowledge of strategy, tactics, and solutions for the client, and/or in the marketplace

  • Knowledge of commercial insurance renewal end-to-end process, steps and owners

  • Excellent verbal and written communication skills; group presentation skills, ability to drive complex/technical conversations

  • Excellent project management skills: end-to-end oversight of large, complex, ambiguous, or multi-dimensional projects

  • Effectively advocates for change. Provides encouragement, takes control of team projects, leads key work areas, collaborates with others, provides clear guidance to ensure others fulfill roles effectively

  • Receptive to feedback; critical thinking and problem-solving skills, high adaptability

  • Intellectual curiosity to help develop innovative and creative ideas

  • Proficient Microsoft Office skills and familiarity with other relevant online tools

  • Must achieve and maintain insurance brokers P&C license and complete various continuing education activities as needed

  • Insurance industry designations preferred but not required (CPCU, ARM, CIC, CRIS, CRM)

EEO, including disability/vets

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