Training High-Performing Teams Since 2019
100+ Firms
We've partnered with firms nationwide — of all sizes and structures — who serve clients that range from small, fully-insured to large, complex, self-funded groups.
5,000+ Participants
Our participants share similar challenges and opportunities regardless of how long they’ve been in their career.
Decades Leading Clients
Our team possesses hard-earned experience delivering professional expertise across industries. We’ve been front-line advisors, practice leaders and agency owners.
We help client service professionals to thrive professionally and personally
Our Story
GenuineShift emerged from a simple but powerful vision: Clients hire you to be led.™ They need your guidance—to steer them away from problems and toward solutions. Client service teams are key custodians of client relationships, ensuring satisfaction and loyalty that directly impact the bottom line. As AI and tech evolve, one truth remains: growth depends on skilled teams doing the work.
From our first “Clients hire you to be led” workshop to our 17th Account Manager Academy, we’ve inspired and empowered thousands of client service professionals to lead with confidence and clarity.
Today, we’re honored to partner with top-tier industry associations, influential networks, and brokers, to unlock an individual’s potential and support each company’s business goals.
Trusted by firms who show — not just say — that their people are the difference
Meet Jenn Walsh
Founded in 2018 by Jenn Walsh, GenuineShift has evolved from its early focus on strategic consulting and one-on-one executive coaching to become the industry’s leading client service training and development company. A sought-after thought leader, Jenn regularly speaks and writes with passion that there’s never been a better time to be a high-performing client service professional.
As a former agency owner, national employee benefits practice leader, and 35-year industry veteran and enthusiast, she spotted firms, analysts and the overall industry ecosystem underestimating and underinvesting in the critical importance of client service teams.
She currently serves as a board member of the Insurance Industry Charitable Foundation and as a professor for CIAB's Insurance Professional School.
Why We Do What We Do
Goal
We equip client service professionals with the skills, mindset, and confidence to create impact—because great service isn’t just support, it’s strategy.
Vision
We envision a world where client service teams aren’t an afterthought—they’re valued, invested in, and seen as the engine of business success.
We are GenuineShift
- We show up as our authentic selves, guided by curiosity, candor, and empathy.
- We do serious work, but know it doesn’t have to feel heavy—more joy, laughter, and human connection make work better.
- We champion long-term relationships over short-term wins, always valuing clarity and directness.
- We put people first, building a more inclusive, diverse, and accessible industry for all.
- We show how small changes can cause big shifts.
