Client Services Manager

Navia Benefit Solutions•Moraine, OH

9d•$55,000 - $65,000•Remote

About The Position

The Health & Welfare Client Service Manager I (CSM I) serves as the overall account manager for mid‑size and large clients across Navia’s Health & Welfare administrative offerings, including eligibility/enrollment, reimbursement accounts (FSA, HSA, Commuter, etc.), COBRA, Direct Bill, and voluntary products. This role builds and maintains long‑term client relationships, provides proactive and consultative service, manages service scope, resolves issues efficiently, and serves as project manager for client initiatives.

Requirements

3–5 years of benefits administration or employee benefits industry experience (10 years preferred).
3–5 years of people management experience.
Proficiency with benefits systems and/or HRIS.
Experience using project management tools.
Strong proficiency with Microsoft Office (Word, Excel, PowerPoint).
Excellent communication, relationship‑building, and problem‑solving skills.
Ability to manage multiple clients, projects, and deliverables simultaneously.

Responsibilities

Act as the primary owner of day‑to‑day client relationships.
Develop a deep understanding of each client’s business needs, requirements, and benefit strategy.
Manage client expectations through proactive, transparent communication.
Simultaneously manage a diverse portfolio of clients varying in size, scope, and services.
Represent Navia at client benefit fairs to educate participants on plan features and benefits.
Ensure completion and documentation of all items on each client’s service schedule.
Provide timely project updates, deliverables, timelines, and issue‑resolution details.
Escalate complex client issues to appropriate internal team members.
Support client invoicing by reviewing work‑in‑progress reports and associate time/billing entries.
Manage annual benefits open enrollment processes for assigned clients.
Lead implementation of new clients and services onto Navia’s platforms.
Manage the creation, review, and negotiation of service agreements and renewals.
Document and manage client change orders and new work processes.
Educate and train clients on system usage; lead system demos and webinars.
Provide guidance on plan design, system functionality, and compliance considerations.
Train internal associates on client benefit plans, systems, and processes.
Identify and implement process improvements to ensure efficient service delivery.
Ensure all client documentation is current in internal systems.