Client Service Manager

Empyrean•Houston, TX

66d

About The Position

The Client Service Manager is accountable for client satisfaction, relationship management, and resource allocation for aligned clients. This role involves managing all aspects of benefits administration delivery for clients, both internally and externally, and ensuring the financial success of these clients to support the company's financial goals. The position also includes direct management of aligned Business Analysts, requiring a strong Project Management background.

Requirements

Excellent customer focus/service orientation.
Excellent written and verbal communication skills.
Strong MS Office suite skills.
Continuous improvement and team work mindset.
Able to effectively estimate, negotiate, acquire, and manage resources, including people and budgets.
Proven ability to establish the critical path in the most complex client situations and manage to it to meet deadlines.
Proactive in working and resolving conflicts among team members.
Able to influence others, individually and in group settings, to obtain client commitment and grow business opportunities.
Proficient in coaching others.
People-first mindset.
Be helpful/supportive/collaborative.
Be flexible and maintain a work-life balance – know how to prioritize your work for maximum impact.
Be dedicated to continuous learning and proactive skill acquisition.
Problem-solving mindset.
Bachelor’s degree preferred but not required. In lieu of Bachelor’s degree, equivalent years of experience in business analytics, management information systems, human resources management, benefits administration or a related field.
2+ years of project management experience managing multifaceted projects and teams, including on-site and virtual management.
Previous benefits administration and client consulting experience.
Advanced knowledge of benefits administration, including products and services, operations, and delivery.
Knowledge of general system environment, process flow, requirements gathering and documentation, and translation of requirements to JIRA tickets for Business Systems Analysts.
Regulatory and legislative knowledge in aligned service area (Health & Welfare).
Basic knowledge of overall financial management.
Understanding of benefits outsourcing systems and application platform.
Excellent knowledge of project management tools and techniques, following best practice to initiate, take responsibility for, and achieve defined project outcomes.
JIRA or other project/ticket/resource management software experience.

Responsibilities

Build and manage trusted client partnerships and manage client satisfaction.
Create and manage client Open Items List, Project Plan, Open Enrollment, and other one-time projects.
Ensure appropriate integration between administrative and Shared Services teams (COBRA, BPSS, Service Center).
Ensure the quality delivery of all services as per the client’s Statement of Work.
Manage and be accountable for client Profit & Loss results.
Work with Director to ensure accurate recognition and collection of Out-of-Scope revenue and upsell opportunities.
Manage client resource needs and escalate staffing shortages to the Director.
Directly manage aligned Business Analysts, ensuring their performance, growth, and engagement.
Leverage aligned resources to generate results.
Collaborate with BSM to hold aligned resources accountable for behaviors that support company policies and procedures.
Build and manage trusted client partnerships and manage client satisfaction in conjunction with the implementation manager.
Manage and coordinate Client Team Business Analyst resources aligned to an implementation project.
Ensure the successful testing of all new functionality, including creation of test plans, test population identification, and execution of test plans by the aligned resource team.
Review and ensure client-specific processing guides are available by the go-live date.
Coordinate with the finance department on all financial setup and administration for the client.
Participate in Business Development Activities, including client demos, site visits, and RFP information collection.
Participate in prospective employee interviews and work closely with HR on recruiting efforts.