Ryan Specialty

Assistant Vice President, Client Support

Media - Pennsylvania · Exec · Full-time

Sponsorship not specified$12k-$15kDetected 30 days ago

Process ImprovementOnboardingCustomer SuccessCustomer SupportLeadershipCollaborationMentoring

About the role

This role is responsible for ensuring customer satisfaction, retention, and overall success of the customer journey to include adoption, advocacy, and retention strategies.
Proactively identify opportunities for process improvements and optimization to enhance the overall customer experience.
Foster collaboration within the team and across the customer lifecycle.

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.
Collaborate with cross-functional teams, including sales, product development, and marketing, to align customer success initiatives with company goals.
Develop and distribute dashboard reports including scorecards, metrics, data, and analytical reporting.
Oversee the hiring, training, and supervision of Client Support employees.
Take ownership for complaints and grievances and collaborate with other functional areas to identify trends and process solutions.
Actively collaborate with sales and retention department, supporting client acquisition and retention.

Bachelor's degree in Business Administration or Customer Service Management or Risk Management is required.
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.
Oversee the delivery of all customer-required training programs.

Certified Customer Service Manager (CCSM) or Certified Insurance Service Representative (CISR) is a plus.

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,

Develop and implementing future client support vision and strategy.
Our vision is an inclusive and equitable workplace where all employees are valued for and evaluated on their performance and contributions.

Effectively lead a team that oversees the onboarding process for new customers, ensuring a smooth transition and successful implementation of our products.
We are committed to building and sustaining a diverse workforce throughout the organization.

This listing is sourced directly from Ryan Specialty's careers page and normalized into a canonical job model.