Account Manager Team Lead

About ECBMECBM is a distinguished, family-owned and privately-operated insurance brokerage and consulting firm that has served clients for over 50 years. Based in Media, PA, with additional Pennsylvania locations, our sole mission is to serve our clients and employees—not shareholders—ensuring a transparent and client-first approach.We specialize in complex insurance solutions across Commercial Lines, Workers' Compensation, Employee Benefits, and Cyber Liability. ECBM operates on core values of Empathy, Loyalty, Accountability, Tenacity and Energy, which drives our team to provide the highest level of service and problem-solving for client challenges. We are proud to have been a Best Place to Work in Insurance recipient for eight consecutive years.About the RoleECBM 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. You will manage and maintain branch operations and support business development strategies to profitably grow market share. You’ll 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.What you’ll lead• Two teams across two locations (Media and Strasburg), aligning day-to-day execution with ECBM’s service standards.• Cross-office collaboration, communication, and consistent processes that help both teams perform at their best.Team & Operational Leadership (Multi-Site):• 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.• Set and enforce the service delivery model across both locations—defining response-time expectations, escalation pathways, and quality controls that protect the client experience.• 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.Customer Service• 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.• Managing the renewal process for assigned book as well as the other accounts in the office to ensure best possible results for our clientsBusiness Development:• 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.• Strengthen carrier and market relationships in coordination with Marketing/Placement—monitoring appetite, competitiveness, and service performance to optimize placement outcomes and profitability.• 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.Risk Management• 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.Education & Experience• Prior insurance-related experience required; minimum 7 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.