Senior Client Service Manager

🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $70.9k - $89.5k / year

⏰ Full Time

🟠 Senior

📁 Client Services

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 0%

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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

• Ensure exceptional support and service delivery to a portfolio of key clients • Oversee support and service activities across large and complex client accounts • Lead delivery of administrative services and complete project deliverables on time • Communicate proactively with internal and external stakeholders about account work, issues, and delivery risks • Consult with clients on issues, system functionality, best practices, industry standards, legislative changes, and service delivery • Assess issues, identify root causes, develop solutions, and resolve escalated problems • Collaborate with sales, product, support, call center, and other internal teams • Document tasks and maintain updates in the internal task management tool • Draft, maintain, and communicate client work orders, including scope, assumptions, fees, work effort, and required tasks • Review monthly invoices for accuracy, including fee schedules, out-of-scope items, and revenue recognition • Ensure call center tools and information are updated and coordinate training before service delivery changes • Review and respond to call center escalations and member-level cases • Analyze and interpret client materials for benefit administration and ensure quality and currency • Lead internal requirements documentation and ensure benefit-related materials meet client specifications • Lead annual enrollment processes, plan design changes, project milestones, risk mitigation, test plans, and related deliverables • Lead testing workflows for clients and internal teams • Identify training opportunities and suggest process improvements • Perform additional client-support duties as assigned

🎯 Requirements

• Minimum 5-10 years experience in the healthcare industry, including Benefits Administration • Bachelor's degree or related field • Proven experience managing client relationships and delivering exceptional service • Strong subject-specific skills, decision-making, and critical-thinking skills • Strong organizational skills, effective team collaboration, persuasive communication, and leadership skills • Excellent verbal and written communication skills across technical and business audiences • Ability to deeply understand client business needs and translate them into strategic service plans • Strong problem-solving and analytical skills, with a focus on root cause resolution and process improvement • Experience coordinating cross-functional teams to drive results and maintain seamless client delivery • Highly accountable and proactive; takes initiative and follows through

🏖️ 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 • Commission eligibility for most sales positions (not specific to this non-sales role)