Service Center Client Manager

bswift

3h • $75,000 - $95,000 • Hybrid

About The Position

The Service Center Client Manager (SCCM) serves as a strategic leader and trusted advisor responsible for delivering exceptional client experiences and building strong, lasting partnerships. Acting as the primary point of contact for a portfolio of clients, this role champions client needs, drives process improvements, and ensures Service Center performance meets and exceeds expectations. The SCCM collaborates cross-functionally with Operations, Quality, Training, Sales, Client Services, and Implementation teams to translate client feedback into actionable solutions. This role plays a critical part in resolving challenges, supporting successful client launches, and maintaining service excellence during high-impact periods such as Annual Enrollment.

Requirements

• Bachelor’s degree or an equivalent combination of education and relevant experience.
• 2–5 years of client management experience with demonstrated success managing projects and/or teams.
• 2–5 years of experience in customer care, service center, or call center environments.
• Experience in process improvement and benefits administration.
• Strong interpersonal and relationship-building skills with a client-first mindset.
• Excellent verbal and written communication skills, including presentation abilities.
• Analytical mindset with the ability to interpret data and identify actionable insights.
• Ability to manage multiple priorities in a fast-paced, deadline-driven environment.
• Strong problem-solving skills with a proactive and solution-oriented approach.
• High level of adaptability, initiative, and ownership.
• Proficiency in Microsoft Office (Word, Excel, PowerPoint).

Nice To Haves

• Experience supporting benefits administration or HR technology solutions.
• Prior experience working in a client-facing role within a Service Center environment.
• Experience supporting large-scale implementations or Annual Enrollment periods.
• Familiarity with continuous improvement methodologies.

Responsibilities

• Serve as the primary point of contact and strategic partner for assigned clients.
• Build and maintain strong relationships, ensuring client goals and service expectations are consistently exceeded.
• Lead proactive client meetings to review performance, identify opportunities, and align on strategic initiatives.
• Analyze service trends and root causes to identify areas for improvement.
• Develop and implement high-impact process improvements that enhance operational efficiency and client satisfaction.
• Use data insights to drive continuous improvement and inform decision-making.
• Partner with internal teams including Operations, Quality, Training, Sales, Client Services, and Implementation to enhance service delivery.
• Support the development of training materials, tools, and resources to empower Service Center teams.
• Ensure alignment between client expectations and internal execution.
• Support sales and implementation efforts by articulating Service Center value and capabilities.
• Contribute to successful client onboarding and go-live activities, ensuring a seamless transition to operations.
• Provide subject matter expertise during client presentations and solution discussions.
• Manage and resolve client escalations with urgency and professionalism.
• Turn challenges into opportunities to strengthen client relationships and trust.
• Ensure timely communication and resolution of issues impacting service delivery.
• Leverage data and storytelling to communicate performance, highlight successes, and identify improvement opportunities.
• Prepare and deliver client-facing reports and presentations.
• Maintain clear, consistent communication with both clients and internal stakeholders.

Benefits

• Comprehensive Health Benefits: Access to health, dental, and vision plans to support your wellness and that of your family.
• Competitive Compensation: A compensation package that recognizes your skills, experience, and contributions, including performance-based incentives for most roles.
• Remote first, Office friendly environment!
• Retirement Savings Plans: Options to help you plan for a secure financial future with employer-sponsored retirement savings programs.
• Professional Development: Opportunities for career growth, including training and access to resources to support your career progression.
• Supportive Culture: A work environment that encourages collaboration, open communication, and creative problem-solving, where your voice and ideas are valued.
• Employee Wellbeing Initiatives: Programs focused on mental health, financial planning, and wellness resources to help you thrive inside and outside of work.
• Make an Impact: At bswift, your work directly contributes to transforming how organizations approach benefits administration and client engagement. Join us to be part of an organization that is making a meaningful difference in the lives of our clients and their employees.

What This Job Offers

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