Client Implementation & Training Specialist

Company Description Palmer & Cay is a specialty commercial insurance and employee benefits brokerage and consulting firm serving clients worldwide. The firm focuses on middle market to large corporate clients, providing Property & Casualty and Employee Benefits consulting and brokerage services, including risk analysis, claims consulting, program design, marketing and administration, and risk control. Highly synchronized teams bring deep industry experience and strategic capabilities to complex risks and demanding service needs, supported by intensive claim advocacy when losses occur. With a heritage of nearly 150 years, Palmer & Cay maintains a people-centered culture that emphasizes attracting passionate, technical professionals to deliver exceptional client service and create strong outcomes for clients.

Role Description The Client Implementation & Training Specialist is a full-time, hybrid role based in Winter Park, FL, with some flexibility to work from home. This role is responsible for guiding new and existing clients through the implementation of insurance and employee benefits programs, including onboarding, configuration support, documentation, and process verification. The specialist conducts client training sessions, both in-person and virtual, to ensure users understand systems, workflows, and best practices, and provides ongoing support to optimize client adoption and satisfaction. Day-to-day activities include coordinating with internal teams, responding to client inquiries, resolving implementation issues, preparing training materials, tracking milestones, and maintaining accurate records of project and training activities. The position requires a focus on clear communication, proactive problem-solving, and delivering a consistent, high-quality client experience aligned with Palmer & Cay’s service standards.

Qualifications

• Candidates should possess strong Interpersonal Skills and the ability to build productive relationships with clients and internal teams.
• Candidates should possess effective Communication skills, including clear verbal, written, and presentation abilities for training and client interactions.
• Candidates should possess a focus on Customer Service and Customer Satisfaction, with a commitment to timely, accurate, and professional support.
• Candidates should possess an understanding of Customer Experience principles and the ability to improve client onboarding and training journeys.
• Experience in insurance, employee benefits, or professional services implementation or training is beneficial.
• Strong organizational skills, attention to detail, and the ability to manage multiple projects and deadlines are required.
• Proficiency with common business software (e.g., MS Office, virtual meeting platforms) and comfort learning new systems is expected.
• Bachelor’s degree in business, communications, education, or a related field, or equivalent relevant experience.
• Detail-oriented with strong data accuracy and quality-control habits.
• Adaptable and comfortable operating in a growing, changing organization where processes are still being standardized.
• Active Property & Casualty insurance license required.

Travel

• Occasional travel (estimated 10–20%) to support in-person onboarding kickoffs, acquisition integrations, or training sessions.