• To determine account management strategies related to client service plans; • To be responsible for retention of existing clients, customer satisfaction, revenue growth, client surveys, and new business; • To provide program management for jumbo clients requiring dedicated staff, multiple offices and complex service models; • To oversee the work of other local Client Services staff. • Provides stewardship reporting to clients; identifying and educating clients on issues and trends impacting programs. • Conducts pre-renewal visits reviewing client loss experience and general company performance. • Reviews and identifies areas of potential dissatisfaction prior to renewal meetings. • Performs client renewal, contract revision, and Client Service Instruction preparation for complex programs. • Negotiates changes or improvements to service plan. • Facilitates the reduction of process barriers, technology constraints, or resource constraints by directing and influencing the activities of other internal departments such as information technology, operations and business development. • Coordinates client invoicing, audits and accounts receivable follow up for assigned clients.