Client Services Manager

🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $92.4k - $116.1k / year

⏰ Full Time

🟠 Senior

🔴 Lead

📁 Client Services

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 0%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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WEX

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

Founded 1983

🏥 Healthcare

📦 Logistics

✈️ Travel

💰 $310M Post-IPO Debt on 2020-06

Healthcare • Logistics • Travel

WEX is a global commerce platform specializing in various business solutions to address operational challenges. They provide services in managing and mobilizing fleets with their fuel card systems, offering comprehensive fleet management and analytics. Additionally, they focus on business payments solutions that streamline processes across industries, enhancing efficiency and security. WEX is also involved in employee benefits administration, helping organizations effectively manage health and reimbursement accounts. Their diverse range of services caters to numerous sectors, emphasizing innovation, sustainability, and effective solutions for business growth.

📋 Description

• Lead, mentor, and coach a team of Client Service Managers/Associates • Set performance expectations, provide feedback, and support team development • Oversee workload distribution and resource allocation • Oversee planning, direction, and execution of support and service activities for assigned client portfolios • Act as a central escalation point and strategic partner for client accounts • Participate in strategic client meetings and business reviews • Drive initiatives to reduce client support costs and operational friction • Lead incident resolution and manage technical escalations • Collaborate with sales, product, and support leadership on upsell, cross-sell, and renewal opportunities • Monitor client satisfaction and resolve concerns • Analyze support performance data and metrics to identify systemic patterns and improvement areas • Ensure accurate maintenance of service activities, communications, and account health metrics • Oversee financial tracking, reporting, invoice reviews, and out-of-scope work capture • Develop best practices, playbooks, and account service processes • Lead administrative services for a limited number of client accounts • Complete project deliverables and communicate risks to deadlines • Consult with clients on system functionality, best practices, industry standards, legislative changes, and service delivery • Document tasks and update internal tracking systems • Review work orders, estimate effort, document scope and fees, and obtain approvals • Monitor out-of-scope, ACA, and Annual Enrollment revenue against budget • Manage capacity and resource assignments, including interviews and performance evaluations • Coordinate call center information, tools, and training • Identify training opportunities and process improvements

🎯 Requirements

• Minimum 3 years of experience in a leadership or management role within client service, account management, or service delivery • Minimum 7 years of overall experience in the healthcare industry, including benefits administration • Proven track record of managing mid-market and enterprise-level client relationships and delivering exceptional service • Bachelor's degree or equivalent relevant experience • Excellent verbal and written communication skills • Ability to understand complex client business needs and translate them into strategic service plans and team initiatives • Strong problem-solving and analytical skills • Experience with root cause resolution, process improvement, and data-driven decision making • Experience coordinating and leading cross-functional teams • Highly accountable and proactive

🏖️ Benefits

• Health insurance • Dental insurance • Vision insurance • Retirement savings plan • Paid time off • Health savings account • Flexible spending accounts • Life insurance • Disability insurance • Tuition reimbursement • Quarterly or annual bonus eligibility for non-sales roles