Account Manager Team Lead

About the role

ECBM is seeking an accomplished leader and Senior Account Manager to lead our Strasburg, PA office and our Media-based Select Accounts team—providing day-to-day direction, coaching, and operational oversight across both locations. This position operates on a hybrid schedule, including three days in our Media, PA office, one day in our Strasburg, PA office, and one remote day per week.

Responsibilities

• Manage and maintain branch operations and support business development strategies to profitably grow market share.
• Lead teams to increase service excellence, efficiency, and professionalism through process improvements, smart automation, training, and ongoing monitoring—while also managing a book of key commercial and/or farm/agricultural accounts.
• Lead and develop a high-performing account management/service organization across Strasburg and Media—setting clear expectations, roles, and service standards.
• Partner with Producers, Sales Leadership, and Sales Enablement to drive profitable growth—aligning capacity, workflows, and renewal execution to support new business and retention goals.
• Own the talent strategy for the teams (hiring, onboarding, training, coaching, and performance management).
• Build a culture of collaboration, continuous improvement, and accountability through regular 1:1s, team huddles, and development plans.
• Own operational performance and key metrics (renewal timeliness, retention, service levels, productivity, and profitability).
• Establish an operating cadence to review results, remove blockers, and deliver on branch/region goals.
• Identify root causes of performance gaps and lead corrective action plans—standardizing processes, leveraging automation/tools, and driving change adoption to improve consistency and scale.
• Communicate in a courteous, pleasant and professional manner with client and other employees on the telephone and in personal interactions.
• Respond to customer inquiries and requests on status, prior policies, rate quotes or general information.
• Manage the renewal process for assigned book as well as the other accounts in the office to ensure best possible results for our clients.
• Drive branch/region growth strategy in partnership with Producers and Sales Leadership—aligning target industries, prospecting priorities, and retention initiatives to expand profitable market share.
• Serve as a trusted resource for Producers and clients by bringing market insight, coverage strategy, and a solutions-first mindset to new business and renewal opportunities.
• Establish a disciplined operating rhythm to support growth (pipeline visibility, renewal forecasting, and service capacity planning), ensuring both teams can execute consistently at scale.
• Represent ECBM in the local market and internally as a leader—supporting client/prospect meetings as needed and reinforcing a consistent ECBM experience across both Strasburg and Media.
• Attend relevant workshops as necessary to maintain professional knowledge and licensure.
• Understand and recognize potential industry risks; train staff accordingly.
• Understand and comply with risk management tools, practices and policies.

Requirements

• Prior insurance-related experience required; minimum 10 years in a client-facing account management/service role within a brokerage or agency environment.
• Farm or Agricultural coverage experience is a plus.
• Bachelor’s degree required (or equivalent combination of education and relevant experience).
• Demonstrated people leadership experience, including 3–5+ years leading and developing teams (hiring, onboarding, performance coaching, and succession planning); experience influencing without authority across teams is strongly preferred.
• Strong understanding of sales, renewal, and retention strategy; ability to lead teams to growth goals through pipeline discipline, cross-sell coordination, and consultative client management.
• Executive-level communication skills (verbal and written), with the ability to represent the office(s) to clients, carriers, and internal leadership with confidence and clarity.
• Proven judgment and problem-solving skills, including ownership of complex client escalations, prioritization under pressure, and timely decision-making that protects client outcomes and agency profitability.
• Results-oriented leader who sets clear expectations, uses metrics to manage performance, and builds accountability while maintaining a high-trust culture.
• Strong operational leadership and change-management skills, with experience standardizing workflows across teams/locations, improving service delivery, and implementing process or technology enhancements.
• Strong technology aptitude, including proficiency with agency management systems and Microsoft Office (Excel, Outlook, Teams); comfort learning new tools and leveraging automation to improve team effectiveness.