Director, Client Services

Built on meritocracy, our unique company culture rewards self-starters and those who are committed to doing what is best for our customers.

Our Culture

Culture is meaningful to us. It's in the way we interact with one another and with our clients. We believe in being our authentic selves with one another and have cultivated an approach that is "we" not "I". We honor the commitments that we make to our clients and one another. This is our culture. We actively engage in the communities where we live and encourage our teammates to use Volunteer Time Off and to engage with our Spotlight Charities and causes meaningful to teammates.

About The Role

Provides leadership and direction to Account Managers, focusing on internal operations and workload distribution to improve efficiency and consistency. Leads efforts to develop AMs and transition the role to be more internally focused.

Core Responsibilities: include the following.  Other duties may be assigned.

• Leads team of Account Managers; aligns assignments with Client Services leadership and Account Executive team needs

• Implements task-based workload model to manage capacity and overflow

• Structures assignments to enhance team efficiency and service delivery

• Drives consistency in account management practices across the client portfolio

• Ensure all deliverables are completed accurately and provided to Account Executives (AE) and Senior Account Managers (SAM) in a timely manner.

• Maintain awareness of Account Managers’ priorities and projects to proactively support workflow.

• ·Establish and implement accountability measures to improve process efficiency and reduce gaps in responsibility.

• Identifies development needs and growth opportunities for Account Managers

• Shifts Account Manager responsibilities toward tactical, internal work that supports client expectations

• Coaches and mentor's teammates to develop skills and identify growth opportunities.

• Leverages organizational and project management skills to structure assignments effectively.

• ·Ability to transition roles and redefine responsibilities to meet evolving business needs.

• Maintains a strong understanding of client expectations and how internal operations support them.

• Collaborates with Account Executives and Client Services leadership to support ongoing needs of the business.

• Work with Operations Manager on developing processes and timelines for internal audits and initiatives. ·      

• Utilize Salesforce reports to monitor Account Manager case updates and entries; ensures that Salesforce is being utilized by the Account Managers to create and manage updates timely and accurately.

Skills Needed:

• 5–7+ years in account management, client services, or operations roles.

• 2–3+ years in a leadership or supervisory capacity.

• Experience in capacity planning, workflow optimization, or process improvement.

• Familiarity with task-based workload models and service delivery frameworks.

• Industry-specific experience (if applicable) in managing client portfolios and internal support functions.

We seek out and embrace diversity in our talent. Our business thrives on diversity of talent, experience, character, and inclusion.

Brown & Brown does not discriminate against teammates or applicants for employment on the basis of race, color, religion, absence of religious affiliation, national origin, ethnicity, age, disability, perception of disability, sex, sexual orientation, gender identity/expression, gender orientation, marital status, service in our armed forces, veteran status in our armed forces, political activity or political party affiliation. We are committed to ensuring equal employment opportunities for all our teammates and applicants for employment. Our equal employment opportunity philosophy, in accordance with federal, state, and local law, applies to all aspects of employment with us including recruiting, hiring, training, transfer/promotion, compensation, benefits, and termination.

Teammate Benefits & Total Well-Being

We go beyond standard benefits, focusing on the total well-being of our teammates, including:

• Health Benefit