Client Service Academy Programming
Â
Firms don’t grow on sales alone. You need a team ready to deliver.
Our programs are built for the pace and pressure of client service—where there’s no time to slow down, but too much at stake to leave your team unprepared.
Â
From onboarding to upskilling to recharging, we deliver practical training for every stage of your people’s growth.
What's Still Open for 2025
Â
On-Demand
Start Anytime
$500
Â
Jumpstart a career or supercharge your firm’s onboarding with an on-demand program to make new(er) hires team ready. Let us “teach the business” so your managers can prioritize "on-the-job training."
On-demand learning modules cover an overview of the Employee Benefits ecosystem, the client lifecycle and specific examples of career success in a brokerage firm.
Embedded activities will indicate how employees process information, follow direction and take initiative for managers' early and objective assessment.
On-Demand Experience
August-September 2025
$1000
Â
Strengthen strategic thinking and sharpen communication skills in time for Q4 with this accelerated training series for Account Managers.
On-demand learning modules reinforce best practices across the client lifecycle—plus examples of what high-performing teams do differently and how to find time to do the work.
Live sessions with Jenn, embedded review, and Ask-a-Coach access help participants apply takeaways immediately and keep momentum going.
Â
Introducing the Client Service Academy
Inspiring Teams Since 2019
100+Â Firms
We've partnered with firms nationwide, of all sizes and structures, who have clients that range from small, fully insured to large, complex self-funded groups.Â
600+Â Participants
We've validated that client service colleagues share similar challenges and opportunities, throughout their careers, from their first day to their 25th year.
6Â Years
We've facilitated thousands of hours of instruction since launching the Account Executive Academy in 2019 and the Account Manager Academy in 2022.
Maximizing Impact with the
Client Service First Framework™
Control
Change how you perceive and manage the distractions that are obstacles to doing great work, waste your time, and add stress. The Academy's simple tools will clarify what's getting in the way of your priorities.
Confidence
Identify unique strengths and try new techniques to shift how you work. You'll navigate common confidence speedbumps including how to lead a client on complex issues without being the technical expert.
Clarity
Get curious about your career possibilities and gain a clear vision of your role in driving profitable growth for your firm. You'll lead your clients with renewed enthusiasm and increased decisiveness.
Our Flagship Academies Return in 2026
Â
3-Month Program
Two Cohorts
Start February or May
$3000
Â
Modernize and uplevel project management and communication skills for Account Managers of any experience level.
On-demand learning modules cover insurance basics, industry insights and implementation best practices contextualized within the client lifecycle.
Embedded activities, weekly live peer sessions and 1:1 coaching in a community facilitated by employee benefits client service veterans accelerate growth at any level.
Â
6-Month Program
One Cohort
Starts February
$5000
Â
Equip Account Executives - at any phase in their career - with the industry knowledge and perspective to lead your clients.
On-demand learning modules enhance client leadership skills and help executives find the capacity to say “yes” to additional challenges that optimize growth.
GenuineShift founder Jenn Walsh facilitates twice monthly peer calls and provides 1:1 coaching.
Â
Â
Exploring Options for Carriers or Larger Groups?
Ask Us Anything HereThe Feedback We Hear Again and Again
Meet JennÂ
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 an instructor for CIAB's Insurance Professional School.
Â
Schedule time to talk