Position Summary

The Client Service Manager (CSM) is responsible for maintaining and growing relationships with clients, ensuring their needs are met and retention is high. The CSM serves as the single point of contact for clients and brokers, responsible for fostering long-term client relationships by providing consultative and proactive service support and efficiently resolving service issues as they occur.

Essential Functions

Client Relationship Management:

• Act as the primary point of contact for numerous clients and brokers varying services, scope, and size. Communicate proactively and consistently by phone, email and in person meetings as needed to drive engagement and retention.

• Manage client expectations, providing ongoing communication on project status, deliverables, timing, issue resolution, and expectations. Act as project manager for the open enrollment process, create service agreements, negotiate renewals, organize and conduct client service review meetings.

• Establish a thorough understanding of business needs to provide insights and recommendations to upsell or cross-sell products and services.

Escalations and Problem solving:

• Identify, design, and provide effective solutions to meet client needs and address complex issues to their satisfaction, escalating internally for resolution as needed.

• Resolve complaints and keep track of all processes that pertain to the client’s needs.

• Identify and implement process improvements to ensure consistent, efficient service delivery.

Subject Matter Expert: High level of technical or operational knowledge

• Develop a thorough understanding of the clients’ position in the market, their product/service, points of difference and competitive landscape.

• Educate and train clients on proper system usage, including leading system demos and webinars.

• Attend trade shows and other industry events to capitalize on networking and relationship-building opportunities.

Tracking and Documentation:

• Monitor account metrics and prepare reports to assess client engagement and business impact, effectively managing both client satisfaction and overall client profitability.

• Collect and analyze data concerning consumer behavior to understand changing needs.

• Ensure accurate documentation and communication of client plans, contact information, change orders, legal documents (plan requirements, service agreements or performance guarantees, schedules of fees, and banking agreements).

Collaborate Cross functionally:

• Establish and build strong working relationships with business leaders at all levels.

• Collaborate with internal teams to ensure client projects are executed smoothly and drive retention.

• Educate and train support associates on clients, benefit plans, systems, administrative procedures, relationship management.

Requirements

• Three to Five (3-5) years of benefits administration or employee benefits industry experience. Ten (10) years’ experience in field preferred

• Three to Five (3-5) years of direct client management or project management experience

• Proficiency with benefits and/or HRIS, project management tools

• Proficiency with MS office technology (Word, Excel, PowerPoint)

• Bachelor’s degree preferred

• Proven ability to consistently and positively contribute in a fast-paced environment

• Strong writing, phone and presentation skills with the ability to effectively communicate with client leaders of all levels (C-level down to entry-level support roles)

• Ability to work independently and manage time, keeping deliverables and deadlines top of mind

• Creative thinking and problem-solving aptitude

• Detail-oriented: Organized, thorough and productive, plan ahead
  

This position has the potential for hybrid or work from home capabilities