Position Summary
The Client Support Manager is responsible for managing a team of client support professionals and ensuring a unified approach by coordinating with internal teams. The role oversees issue resolution, guides the team, facilitates client onboarding, and collaborates with sales and product development for continuous improvement. They develop and maintain strong client relationships, implement support strategies, and establish KPIs for effective operations.
What will your job entail?
Job Responsibilities:
• Leads and manages a team of client support representatives or specialists. Conducts regular team meetings to discuss client issues, shares best practices, and enhances overall performance.
• Develops and maintains strong relationships with clients to understand their needs and expectations. Communicates with clients to provide updates on services, addresses feedback, and gathers insights.
• Partners with other internal teams such as sales, marketing, and product development to ensure a unified approach to client support.
• Oversees the resolution of client issues by collaborating with internal teams to find effective and timely solutions.
• Develops and implements customer support strategies to improve client satisfaction and retention. Works closely with product development teams to communicate client feedback and suggest product improvements.
• Collaborates with sales teams to identify upsell and cross-sell opportunities based on client needs.
• Establishes key performance indicators (KPIs) to measure the effectiveness of support operations.
• Analyzes customer support data regularly to identify trends and areas for improvement. Implements and monitors processes to ensure quick and accurate issue resolution.
• Provides guidance to the team on handling complex or escalated client issues. Assists in the onboarding of new clients, ensuring a smooth transition and understanding of services.
• Develops and delivers training programs for clients to maximize the value of the products or services.
Work Experience and Education:
• Bachelor’s degree required; Business Administration, Customer Service, Business Operations preferred. Any other related discipline or commensurate work experience considered.
• 6+ years of experience in Insurance Industry or Customer Service with a minimum of 3 years of management experience.
Licenses and Certifications:
• Certified Customer Service Manager (CCSM) or Certified Insurance Service Representative (CISR) is a plus.
Ryan Specialty is an Equal Opportunity Employer. We are committed to building and sustaining a diverse workforce throughout the organization. Our vision is an inclusive and equitable workplace where all employees are valued for and evaluated on their performance and contributions. Differences in race, creed, color, religious beliefs, physical or mental capabilities, gender identity or expression, sexual orientation, and many other characteristics bring together varied perspectives and add value to the service we provide our clients, trading partners, and communities. This policy extends to all aspects of our employment practices, including but not limited to, recruiting, hiring, discipline, firing, promoting, transferring, compensation, benefits, training, leaves of absence, and other terms, conditions, and benefits of employment.
How We Support Our Teammates
Ryan Specialty seeks to offer our employees a comprehensive and best-in-class benefits package that helps them — and their family members — achieve their physical, financial, and emotional well-being goals. In addition to paid time off for company holidays, vacation, sick and personal days, Ryan offers paid parental leave, mental health services and more.
The target salary range for this position is $124,000.00 - $155,000.00 annually.
The wage range for this role considers many factors, such as training, transferable skills, work experience, licensure and certification, business needs, and market demands. The pay range is subject to change and may be modified in the future. Full-time roles are eligible for bonuses and benefits. For additional information on Ryan Specialty Total Rewards, visit our website https://benefits.ryansg.com/.
We provide individuals with disabilities reasonable accommodations to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment in accordance with applicable law. Please contact us to request an accommodation at HR@Ryansg.com
The above is intended to describe this job's general requirements. It is not to be construed as an exhaustive statement of duties, responsibilities, or physical requirements. Nothing in this job description restricts management's right to assign or reassign duties and responsibilities to this job at any time. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.
