Hiring Commercial Lines Account Manager in Louisville

About the Hiring Organization
We are a well-established independent insurance agency based in Louisville, Kentucky, founded in 1996, with a 28-year track record of serving small to mid-sized commercial clients across Kentucky, Indiana, and Ohio. We specialize in tailored commercial lines solutions including property, casualty, workers’ compensation, general liability, and cyber risk coverage, and have earned consistent recognition from Insurance Business America for client satisfaction and claims support, with a 94% client retention rate across our full commercial portfolio in 2023. As part of our 2024 expansion plan to grow our commercial lines division by 30% to meet rising demand from local small business owners, we are partnering with recruiting firm Transcend Hire to fill a full-time Commercial Lines Account Manager role, reporting directly to the Director of Commercial Lines.

Role Overview
The successful candidate will take ownership of a portfolio of 100–150 existing small to mid-sized commercial accounts spanning construction, retail, healthcare, and professional services sectors, with core responsibilities centered on retention, organic growth, and exceptional client service. Unlike generic account management roles, this position offers the autonomy to build long-term, trust-based client relationships while leveraging the agency’s extensive underwriting network to secure tailored, cost-effective coverage for every account. You will work cross-functionally with underwriting, claims, and new business teams to deliver end-to-end support that sets our agency apart from national carrier-direct competitors.

Key Responsibilities
1. Manage and nurture a dedicated portfolio of 100–150 commercial client accounts, achieving and exceeding a 92% annual client retention rate through proactive quarterly policy reviews, timely response to client inquiries within 24 business hours, and personalized coverage recommendations aligned with each client’s 1–3 year business growth trajectory.
2. Lead all renewal processes for assigned accounts 90 days prior to policy expiration, negotiating with underwriting partners to secure competitive pricing and favorable terms, reducing average client premium costs by 8–12% year-over-year without sacrificing coverage adequacy.
3. Serve as the primary point of contact for all client policy adjustments, endorsements, and claims support, resolving 90% of routine inquiries within 24 business hours and escalating complex claims cases to dedicated claims advocates to maintain client satisfaction scores of 4.7/5 or higher.
4. Conduct on-site risk assessments for high-hazard sector clients (construction, manufacturing, food service) on a quarterly basis, delivering actionable risk mitigation reports that reduce client claim frequency by an average of 20% over a 2-year period.
5. Identify upsell and cross-sell opportunities within existing accounts, recommending ancillary products including cyber liability, employment practices liability, and commercial auto coverage, driving an average 15% increase in per-client revenue annually.
6. Maintain 100% accurate and compliant account documentation in the agency’s AMS360 client management platform, ensuring all records meet Kentucky state insurance regulatory requirements and internal audit standards with zero compliance gaps during annual reviews.
7. Support new business development efforts by leveraging existing client networks and industry referrals, generating 3–5 qualified commercial leads per quarter that convert to new accounts at a 40% close rate, contributing to the agency’s annual $1.2M new business revenue target.
8. Mentor 1–2 junior account managers and administrative support staff, delivering monthly training sessions on commercial lines product knowledge, client communication best practices, and regulatory updates to elevate overall team performance and reduce onboarding time for new hires by 25%.

Work Environment & Culture
Our team operates on a flexible hybrid schedule, with 3 days per week spent in our modern downtown Louisville office and 2 days available for remote work to accommodate client meetings and focused account management tasks. We prioritize a low-micromanagement, collaborative culture where team members are encouraged to share ideas for process improvements and client service innovations during monthly team forums. Monthly team-building events, quarterly lunch-and-learns with industry experts, and an open-door policy with agency leadership ensure all team members feel supported and heard. We explicitly prioritize work-life balance, with a culture that encourages employees to take full advantage of our benefits rather than hoarding PTO, and we offer flexible start and end times to accommodate personal commitments.

Candidate Requirements
To qualify for this role, you must have a minimum of 3 years of full-time commercial lines account management experience, preferably within an independent insurance agency setting. A valid Kentucky insurance producer license is required, or you must be willing to obtain the license within 60 days of hire. You must have a proven track record of maintaining 85%+ client retention rates in prior roles, as well as strong working knowledge of commercial property, casualty, workers’ compensation, and general liability insurance products. Proficiency in AMS360, Salesforce, and Microsoft 365 is required, as is the ability to translate complex insurance policy language into clear, actionable guidance for non-expert clients. A bachelor’s degree in Business, Insurance, or a related field is preferred, but candidates with equivalent professional experience and a proven track record of success in commercial account management will be given full consideration.

Technical Skills & Tools
Day-to-day work will require proficiency in the following industry-standard tools:
- AMS360: For client portfolio management, policy tracking, and compliance documentation
- Salesforce: For CRM, lead tracking, and cross-team collaboration on new business opportunities
- Microsoft 365 Suite: For client communication, report building, and internal documentation
- Slack: For real-time team communication and quick resolution of client support requests
- Zoom & Microsoft Teams: For virtual client meetings and cross-functional team check-ins
- Adobe Acrobat: For policy document editing, e-signature processing, and client report generation

Benefits & Compensation
This role offers a competitive base salary of $58,000–$72,000 per year, adjusted for experience and qualifications, plus a performance-based annual bonus of 12–15% of base salary tied to client retention and portfolio growth metrics. Our benefits package matches Fortune 500 standards, including:
- Unlimited PTO, with a company-wide minimum of 3 weeks encouraged (average employee PTO usage is 4–5 weeks annually)
- 90% premium coverage for employee medical, dental, and vision insurance, with 50% coverage for dependent plans
- 6% employer match on 401(k) contributions, with full vesting after 2 years of service
- $2,500 annual professional development stipend for insurance certification courses (CPCU, CIC, CRM) and industry conferences
- 100% employer-paid life and short/long-term disability insurance
- 12 paid company holidays, plus 5 paid personal days per year for appointments, mental health, or family needs

Career Growth Opportunities
We prioritize internal promotion for high-performing team members. Successful account managers can advance to Senior Account Manager within 2 years, with a salary increase of 10–15% and eligibility for performance bonuses up to 20% of base salary. After 3–5 years of consistent high performance, top candidates can be considered for the Account Manager Team Lead role, overseeing a team of 4–6 account managers and contributing to agency-wide strategic planning. We also offer clear pathways to leadership roles in underwriting, operations, or new business development for candidates interested in cross-functional career moves. All employees have access to paid study time for insurance certification exams, with salary increases of 5–8% upon successful certification completion.

Hiring Process & Next Steps
Our hiring process is designed to be transparent and efficient, with no unnecessary rounds of interviews:
1. Initial 15-minute screening call with Hannah Lowry Menjivar from Transcend Hire to discuss your background, career goals, and fit for the role
2. 45-minute first interview with the agency’s Director of Commercial Lines to review your account management experience, technical skills, and approach to client service
3. 30-minute final interview with the agency’s CEO and Operations Manager to align on cultural fit and long-term career aspirations
4. Reference check with 2 professional references from prior roles

We aim to extend offers to qualified candidates within 10 business days of application receipt, with a target start date of 30 days from offer acceptance. To apply, send your resume to [email protected] with the subject line “Commercial Lines Account Manager – Louisville – [Your Full Name]”. No cover letter is required, but we encourage you to include a 2–3 sentence note in the body of the email describing your most successful client retention strategy to help our team better understand your approach to client service.