Assistant Vice President, Client Support

Position Summary

The Assistant Vice President, Client Support will direct all phases of operations and process improvement through establishing both rigorous KPIs and metrics with the goal of Client Support resolution. This role is responsible for ensuring customer satisfaction, retention, and overall success of the customer journey to include adoption, advocacy, and retention strategies. 

What will your job entail?

Job Responsibilities

• Develop and execute a comprehensive client support strategy to drive customer satisfaction, retention, and loyalty, resulting in increased renewal rates, reduced churn, and increased customer satisfaction.
• Expand revenue through coaching the team to successfully identify cross-selling and up-selling opportunities & assist in creating leads for the sales organization.
• Proactively identify opportunities for process improvements and optimization to enhance the overall customer experience.
• Effectively lead a team that oversees the onboarding process for new customers, ensuring a smooth transition and successful implementation of our products.
• Foster collaboration within the team and across the customer lifecycle.
• Collaborate with cross-functional teams, including sales, product development, and marketing, to align customer success initiatives with company goals.
• Act as a strategic advisor to executive leadership, providing insights and recommendations based on customer feedback and market trends.
• Align with Marketing on client engagement strategies.
• Develop and distribute dashboard reports including scorecards, metrics, data, and analytical reporting.
• Oversee the hiring, training, and supervision of Client Support employees.
• Oversee the delivery of all customer-required training programs.
• Take ownership for complaints and grievances and collaborate with other functional areas to identify trends and process solutions.
• Develop and implementing future client support vision and strategy.
• Actively collaborate with sales and retention department, supporting client acquisition and retention.

Work Experience And Education

• Bachelor's degree in Business Administration or Customer Service Management or Risk Management is required.
• 12-15 Years of Client Support or Customer Service experience, preferably in Insurance Brokerage firm.
• 5+ years or experience in a People Management role.
• Experience leading large-scale Client Service or call centers with a fast-pace and high call volume.
• Experience establishing and maintaining a metrics-driven client support or call center environment.

Licenses & 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 [email protected]

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.