AccountManager/ServiceManager

The Account Manager / Service Manager is responsible for end-to-end service, relationship management, and operational support for agency key accounts (e.g., senior leaders, top producers, and contractors) within the agency distribution channel. This role ensures smooth business operations, proactive issue resolution, and delivery of differentiated service standards to drive productivity, retention, and growth. **Position Responsibilities:** * **Account Management and Service Delivery** * Serve as the primary point of contact for assigned key accounts; manage queries, escalations, and service requests. * Support general communication and event coordination for leaders and the company, as needed (e.g., drafting communications, organizing leadership meetings, town halls, and stakeholder events). * Conduct regular business reviews (monthly/quarterly) to assess service KPIs, productivity, and support needs. * Develop service plans and SLAs tailored to account segments (senior leaders, contractors). * Track and resolve end-to-end operational issues (licensing, onboarding, commissions, POSM, events, training logistics). * **Onboarding and Licensing Support** * Coordinate agent onboarding steps: documentation, licensing exams, appointments, and training. * Ensure adherence to regulatory and company onboarding requirements; maintain accurate records and audit readiness. * **Commission, Compensation, and Campaign Support** * Liaise with Compensation/Finance to monitor payouts, overrides (if any), adjustments, and issue resolution. * Communicate campaign T&Cs, eligibility, and redemption processes; track qualifiers and benefits. * **Operations and Process Excellence** * Standardize and optimize service processes; implement checklists, SOPs, and workflows. * Monitor turnaround times, backlog, and service quality; drive continuous improvement and automation. * **Cross-Functional Coordination** * Partner with Sales, Agency Ops, Training, Compliance, Marketing, IT, Legal, Complian