Manager, Client Services (Benefits Administration Outsourcing)

WEX•North Dakota - Remote Office, ND

13d•$92,400 - $116,100

About The Position

As Manager, Client Services at WEX, you will lead and develop a team of Client Service Managers and Associates responsible for service delivery across a portfolio of key clients. You will oversee support and service activities, emphasizing operational excellence, client satisfaction, and alignment with WEX’s business objectives. The role calls for a leader who promotes accountability and empowers the team to serve as the primary point of responsibility for clients, build trusted partnerships, and communicate transparently. You will coach and develop team members, manage a limited book of client accounts, and step into client relationships that need attention. You will also partner with newer managers as clients transition from implementation to ongoing service. The position involves helping the team understand client businesses, identify and mitigate risk, implement services, and proactively manage client work and projects to reinforce WEX’s value and support long-term client success. The Manager oversees team performance and client portfolios, handles escalations, collaborates with sales, product, and support leadership, and uses service data to improve delivery. The role also includes financial tracking and invoice review, managing client deliverables and out-of-scope work, coordinating cross-functional resources, and contributing to service-management processes and organizational initiatives. The position includes administrative service delivery for a limited number of client accounts.

Requirements

At least 3 years of leadership or management experience in client service, account management, or service delivery.
At least 7 years of overall healthcare industry experience, including benefits administration.
A track record managing mid-market and enterprise-level client relationships and delivering exceptional service.
Bachelor’s degree or equivalent relevant experience.
Excellent verbal and written communication skills, including the ability to engage technical and business audiences at various levels.
Ability to understand complex client business needs and translate them into strategic service plans and team initiatives.
Strong problem-solving and analytical skills, including root cause resolution, process improvement, and data-driven decision-making.
Experience coordinating and leading cross-functional teams to achieve results and maintain seamless client delivery.
High accountability and initiative, with the ability to empower a team, follow through, lead by example, and ensure tasks are not dropped.

Responsibilities

Lead, mentor, and coach Client Service Managers and Associates; set expectations, provide feedback, and support professional development.
Oversee workload distribution, resource allocation, client coverage, and service delivery across the team.
Facilitate knowledge sharing and best practices to strengthen service capabilities and problem-solving.
Plan, direct, and oversee client support and service activities to meet program and performance standards.
Guide the team in taking accountability for client success and serve as an escalation point and strategic partner for assigned accounts.
Ensure the team understands clients’ businesses, product usage, and service needs, and proactively identifies opportunities and future requirements.
Participate in strategic client meetings and business reviews as needed.
Identify ways to reduce client support costs and operational friction through proactive service mechanisms.
Lead incident resolution and manage technical escalations with urgency, transparency, clear ownership, and effective communication.
Collaborate with sales, product, and support leadership to strengthen client relationships and support upsell, cross-sell, and renewal opportunities.
Monitor client satisfaction and establish ways to identify and resolve concerns before they affect relationships or revenue.
Analyze team support metrics to identify systemic patterns, root causes, and opportunities to improve service delivery.
Ensure service activities, communications, and account health metrics are accurately and consistently maintained.
Oversee financial tracking and reporting, review invoices for accuracy and compliance, and identify, document, and capture out-of-scope work.
Develop and evolve best practices, playbooks, and processes for account service management and client delivery; participate in team and company-wide initiatives.
Deliver administrative services for a limited number of client accounts, complete project deliverables on time, and communicate proactively when deadlines are at risk.
Communicate and consult with clients about issues, system functionality, best practices, industry standards, legislative changes, and service delivery.
Document tasks according to internal guidelines and update tracking systems proactively; escalate at-risk deliverables to clients or leadership.
Coordinate internal teams to review issues, identify solutions, resolve problems, and deliver client results.
Use root cause analysis tools to evaluate escalated issues and share findings with leadership and peers when issues may affect multiple clients.
Review client work orders, estimate effort and cross-functional tasks, document scope, assumptions, and fees, obtain internal reviews, and confirm client approval and signature.
Monitor and track out-of-scope, ACA, and Annual Enrollment revenue against budget.
Manage capacity and resource assignments, including conducting interviews and performance evaluations.
Coordinate with the call center to ensure its tools and information are current and that training is delivered before client service changes.
Identify training opportunities and recommend process improvements to streamline ongoing service delivery.
Perform additional duties as assigned while supporting assigned clients in delivering administrative services.

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, based on role and applicable plan