Commercial Lines Key Account Operations Specialist

The Cross Family of Agencies welcomes you. We need your talent and expertise.

Job Description:
Position Overview:
This role is responsible for protecting and expanding our most important commercial book of business. The focus will be on proactive retention strategies, account rounding/cross-selling, driving new business opportunities within key accounts and their networks, and ensuring strong quality management across servicing and renewal activity. This position will work closely with producers, account managers, marketing, and carrier partners to improve client outcomes, reduce leakage, and strengthen long-term relationships.

Retention Strategy & Renewal Leadership
Own and drive retention strategies for assigned key accounts
Lead renewal planning, timelines, and strategy execution
Identify at-risk accounts early and coordinate action plans
Ensure a consistent, high-quality renewal experience
Account Rounding / Cross-Sell Expansion
Develop and execute account rounding plans to increase share of wallet
Identify coverage gaps and cross-sell opportunities
Coordinate internal specialists to deliver comprehensive solutions
Track and manage opportunity pipeline
New Business Development (Key Accounts)
Generate new business opportunities through key account relationships, referrals, and networks
Support producers with targeted prospecting tied to key accounts
Assist with submission quality, strategy, and proposals
Quality Management & Process Discipline
Ensure adherence to internal quality management standards and documentation expectations
Identify and address gaps in servicing, documentation, and workflow execution
Partner with internal teams to improve consistency and reduce E&O exposure
Client Experience & Service Coordination
Serve as senior point of coordination for key account servicing
Help standardize service cadence and client touchpoints
Assist with escalation of complex service or coverage issues
Reporting & Performance Tracking
Monitor retention, rounding activity, and new business influenced
Track key performance metrics and identify trends
Provide regular updates to AVP of Key Account Services
Qualifications:
Strong commercial insurance experience with complex accounts
Proven ability to manage renewals, drive retention, and identify growth opportunities
Strong organizational skills and ability to manage multiple priorities
Effective communicator with ability to influence across teams
Familiarity with agency management systems and workflows

Compensation: The base salary range for this role is $125,000–$140,000 annually.  Actual compensation will be based on factors including location, skills, experience, and internal equity. Cross Insurance offers a comprehensive benefits package, including but not limited to: Medical; Dental; Vision; Life / AD&D; Short and Long-Term Disability; 401k (with match); HSA/FSA/DCA options; Paid Time Off; and more.