Client Services Manager - Middle Market/Construction

About the role

This individual contributor role leads the development and execution of claim service strategies while managing underwriting branch partnerships and agency relationships across an assigned National Accounts territory. The position supports successful account renewals by ensuring consistent delivery against defined service standards and driving strong customer outcomes. The role partners closely with brokers and agents and provides hands-on support for complex or high-impact accounts.

Responsibilities

• Serve as the primary contact for assigned clients, commercial branch contacts, agents and brokers on issues related to the client's service relationship with CNA Insurance.
• Provide technical, administrative, process and marketing expertise; may serve as executive contact for large, national clients.
• Build and maintain relationships with clients, agents and brokers in support of new business, retention and cross-sell goals.
• Collaborate with underwriting to determine claim service renewals at profitable rates by understanding the client's business, organization, service requirements, standards and goals.
• Lead the development, delivery and evaluation of client service goals.
• Customize measurement tools, such as customer evaluation surveys, and coordinate claim quality reviews to monitor service results and identify issues.
• Build consensus with claim, underwriting, agents, brokers and clients.

Key facts

• The role leads claim service strategies and manages underwriting branch partnerships and agency relationships.
• The position supports account renewals and drives strong customer outcomes.
• The role serves as a primary contact for assigned clients, commercial branch contacts, agents and brokers.