Client Relationship Manager

AE Perkins

5d • $66,000

About The Position

The Client Relationship Manager (CRM) is responsible for providing exceptional client care while leading a team that manages a portfolio of new and existing accounts. The CRM serves as the primary client-facing leader, ensuring that clients receive outstanding service and professional support. This role involves mentoring team members, addressing client issues, and developing strategies to retain and grow client relationships. The CRM also plays a key role in process improvement, automation, and promoting a positive team environment.

Requirements

• Bachelor’s Degree from an accredited institution required.
• 5+ years of account management experience, with a focus on client relationship management and service delivery
• Strong leadership skills with the ability to guide, mentor, and develop team members, driving service quality and performance improvements
• Deep commitment to providing excellent client service, with the ability to set and exceed client expectations
• Keen ability to think on your feet and solve problems efficiently, even in high-pressure situations
• Superior written, verbal, and organizational skills, with attention to detail and the ability to handle large client portfolios
• Ability to thrive in a fast-paced environment, managing high call and email volumes, and staying calm under pressure
• Experience identifying and implementing process improvements to enhance service delivery
• Proficient in navigating multiple web-based programs and utilizing technology to resolve client issues quickly
• Highly goal-oriented and self-motivated, with a proactive approach to advancing within the organization
• Strong understanding of HIPAA regulations and best practices for handling sensitive information

Nice To Haves

• Experience in Benefits Administration preferred
• Intermediate to advanced Microsoft Excel skills preferred

Responsibilities

• Act as the primary client-facing team leader for a large number of clients, providing guidance and mentorship to Relationship Specialists to ensure high service standards
• Serve as the first point of escalation for client issues, addressing concerns and joining client calls to facilitate resolution, even outside of standard business hours
• Build and maintain strong relationships with Plan Administrators, Brokers, and Client Experience team members, promoting engagement, retention, and growth
• Identify opportunities for process improvements and automation, working to enhance service delivery and operational efficiency
• Educate clients on systems, tools, and policies related to Ameriflex products and services, ensuring they are equipped to utilize offerings effectively
• Maintain organized and accurate account information for each client, ensuring easy access to essential details
• Collaborate with internal partners to develop and execute business plans and strategies that align with organizational goals
• Anticipate client needs by addressing potential questions and concerns before they arise, demonstrating a proactive approach to service
• Handle confidential client information with tact and discretion in accordance with HIPAA and other relevant regulations
• Exhibit a high level of empathy and interpersonal skills when working with clients and team members, fostering a supportive and positive work environment
• Set and exceed performance goals related to client satisfaction, retention rates, and service delivery metrics
• Travel as needed, ideally once or twice per year, to support client relationship management and business development initiatives
• Perform additional duties as assigned by the Client Experience Manager to support business needs

Benefits

• Medical Insurance
• Vision Insurance
• Dental Insurance
• 401(k) Matching
• Flexible Spending Accounts
• Health Savings Accounts
• Disability & Life Insurance
• Employee Assistance Program
• LegalShield
• ID Shield
• Commuter Reimbursement Plan
• Tuition Reimbursement
• Bonus Pay – This position falls under our corporate bonus plan, which entitles you to up to 10% of your annual salary as a bonus payout each year.
• Wellable membership
• Telescope Health (telehealth) through Accresa
• Intellect (mental health) application
• Employee engagement activities, including voluntary events, raffles, book club, and more!

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level