Client Service Manager

Empyrean Benefit Solutions•Houston, TX

153d

About The Position

The Client Service Manager is accountable for client satisfaction, relationships, and resources for an aligned group of clients that vary in size and complexity. The role oversees all aspects of benefits administration delivery for clients, both internally and externally, and is responsible for the financial success of aligned clients in support of Client Service Group financial goals. The Client Service Manager directly manages aligned Business Analysts and requires a strong project management background. The role works with clients, internal administrative and Shared Services teams, implementation managers, finance, and directors to deliver services in accordance with each client’s Statement of Work. It manages client projects and resources, supports implementation and testing, and helps identify out-of-scope revenue and upsell opportunities. Travel of up to 10% may be required, and the role must be available outside core business hours as needed.

Requirements

Excellent customer focus and service orientation.
Excellent written and verbal communication skills.
Strong Microsoft Office suite skills.
Continuous improvement and teamwork mindset.
Ability to effectively estimate, negotiate, acquire, and manage resources, including people and budgets.
Proven ability to establish and manage the critical path in complex client situations to meet deadlines.
Proactive in working through and resolving conflicts among team members.
Ability to influence individuals and groups to obtain client commitment and grow business opportunities.
Proficient in coaching others.
People-first, helpful, supportive, and collaborative approach.
Flexibility, ability to prioritize work for maximum impact, and commitment to work-life balance.
Dedication to continuous learning and proactive skill acquisition.
Problem-solving mindset.
Equivalent years of experience in business analytics, management information systems, human resources management, benefits administration, or a related field may substitute for a bachelor’s degree.
At least 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 environments, process flow, requirements gathering and documentation, and translating requirements into JIRA tickets for Business Systems Analysts.
Regulatory and legislative knowledge in the aligned Health & Welfare service area.
Basic knowledge of overall financial management.
Understanding of benefits outsourcing systems and application platforms.
Excellent knowledge of project management tools and techniques, including best practices for initiating, taking responsibility for, and achieving defined project outcomes.
Experience with JIRA or other project, ticket, or resource management software.
Ability to travel as needed, up to 10%.
Availability outside core business hours as needed.

Nice To Haves

Bachelor’s degree preferred but not required.

Responsibilities

Build and manage trusted client partnerships and manage client satisfaction, including in conjunction with the implementation manager.
Create and manage client open-item lists, project plans, open enrollment, and other one-time projects.
Ensure appropriate integration between administrative and Shared Services teams, including COBRA, BPSS, and the Service Center.
Ensure quality delivery of all services in accordance with the client’s Statement of Work.
Manage and remain accountable for client Profit & Loss results.
Work with the Director to ensure accurate recognition and collection of out-of-scope revenue and upsell opportunities in support of Client Service Group revenue targets.
Manage client resource needs and escalate staffing shortages to the Director.
Directly manage aligned Business Analysts and be accountable for their performance, growth, and engagement; leverage aligned resources to generate results.
Collaborate with the BSM to hold aligned resources accountable for behaviors that support company policies and procedures.
Manage and coordinate Client Team Business Analyst resources aligned to an implementation project.
Ensure testing of new functionality is completed successfully by the aligned resource team, including creation of test plans, identification of test populations, and execution of test plans.
Review and ensure client-specific processing guides are available by the go-live date.
Coordinate with the finance department on client financial setup and administration.
Participate in business development activities, including client demos, site visits, and RFP information collection.
Participate in prospective employee interviews and work with HR on recruiting efforts.