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 Short and Long-Term Disability; 401k (with match); HSA/FSA/DCA options; Paid Time Off; and more. Apply To This Job