Director, Client Services

The Wholesale Benefit Practice Division, Advanced Professionals Insurance and Benefit Solutions (AP), is a practice that provides exceptional service, sound advice, and professional benefit consulting to product distributors, plan sponsors, and insurance carriers.

The Director, Client Services leads the Account Management team while overseeing a complex book of business, including GA/AHP arrangements and multiple insurance carrier and TPA relationships. This role serves as the primary client, carrier, and TPA contact, ensuring operational excellence, strategic growth, and high client satisfaction.

This position reports to the Head of our AP team and is a full-time, exempt role and is located in Newfront s office in Seattle, WA. This role will be a hybrid remote schedule with three days in the Seattle office and two days working remote.

• Team Leadership

  • Lead, coach, and develop the Account Management team, including staffing, training, performance management, and resource allocation.

  • Foster a high-performing, client-focused culture, ensuring consistent delivery of service excellence.

  • Assign and manage work, timelines, and deliverables for Account Managers.

  • Represent the company at industry events, seminars, and networking opportunities.

  • Identify and implement opportunities for additional products and services through client, carrier, and TPA partnerships.

• Account Management

  • Manage end-to-end book of business for account management services, including GA/AHP launches, annual renewals, and ongoing operations.

  • Serve as the primary contact for clients, insurance carriers, and TPAs, ensuring engagement, satisfaction, and strategic alignment.

  • Lead and facilitate monthly program-level operations meetings, setting timelines, communicating expectations, and ensuring accountability from TPAs and carriers.

  • Oversee operational deliverables, including renewal bulletins, confirmation letters, trust/stewardship presentations, and annual reports.

  • Maintain accurate documentation and records within the Agency Management System and support annual web content audits.

  • Coordinate bi-weekly client reporting, including operational, sales, and marketing updates.

  • Support sales team during renewal and sales periods, including transaction and strategic planning.

  • Identify and implement opportunities for additional products and services through client, carrier, and TPA partnerships. Assist with carrier management strategy, AP strategic planning, and ad hoc reporting as needed.

• Minimum of 8+ years of employee benefits experience.

• Proven experience managing a team in a complex account management or insurance services environment.

• Strong client relationship management and strategic thinking skills.

• Excellent organizational, communication, and leadership abilities.

• Ability to manage multiple priorities and stakeholders in a fast-paced environment.

• Solid understanding of core services and product offerings, recognizing opportunities to cross-sell within Newfront.

• Washington State Life and Health License (must have or acquire within three months of employment).

The pay range for this position in California, Washington, Colorado and New York at commencement of employment is expected to be between $131,800 and $183,000/yr; however, base pay offered may vary depending on multiple individualized factors, including market location, job-related knowledge, skills, and experience. The total compensation package for this position may also include other elements, including a bonus, restricted stock units, and discretionary awards in addition to a full range of medical, financial, and/or other benefits (including 401(k) eligibility and various paid time off benefits, such as vacation, sick time, and parental leave), dependent on the position offered.

Details of participation in these benefit plans will be provided if an employee receives an offer of employment. If hired, the employee will be in an “at-will position” and the Company reserves the right to modify base salary (as well as any other discretionary payment or…