Manager of Client Services & Account Management

The Manager of Client Services & Account Management oversees account management and support teams to ensure we can be proactive in identifying issues and resolving those issues in a timely manner across our client and product base. They work to build trust and rapport with our valued team members by providing vital solutions, processes and systems across the business. The Manager of Client Services & Account Management's goal is to help continue to develop our team to meet the needs of our growing customer base. You will need to perceive beyond the obvious, have critical thinking skills that enable you to ask the right questions, anticipate the client's next needs and questions, and identify opportunities to drive client retention and adoption of our product suite.ResponsibilitiesCoach, develop and manage the account manager, COBRA and enrollment teams to assure client retention and relationship building to consistently deliver revenue growth.Exhibit a passion for delivering superior client service to internal and external clients. By going above and beyond, doing whatever it takes to ensure each internal/external client contact is a positive, enjoyable experience.Respond to phone and email for internal and external inquiries about group setup and maintenance status, solve complex problems and provide professional coaching to your internal clients on effective use of our online tools.Build loyalty with your internal/external clients by delivering excellent follow through to all administration tasks.Continually strive to improve your knowledge of VEBA, HRA, ICHRA, and HSA accounts by accessing the software on-line tools and attending the software's education programs.Accelerate company growth by thinking beyond the norm and contributing new ideas.Serve as primary internal technical contact during client renewal, implementation and ongoing administration. For existing clients, serve as the managing contactCoordinate cross functional administration, renewal and implementation tasksMonthly client reach outs to track client feedback to improve process flowManage monthly and quarterly internal auditingManage the setup of partner data exchangesWork with Director of Operations on process improvement Attend project implementation callsContribute to team process documentationQualificationsPrevious experience with HSA, FSA and HRA administration, COBRA, STATE Continuation and Retiree, and Direct BillingDemonstrated ability to manage financial, sensitive Employer documentation, and advanced level of spreadsheets skills.Demonstrated aptitude for superior interpersonal, communication, professional teaming, and organization and technology skills.Exceptional ability to build trust and rapport with internal/external clients, and fully meet their needs within a specified SLA.Strong ability to maintain high level of accuracy and proficiency in all aspects of account maintenance.Bachelor's degree and/or 4 years + years related experience.Highly motivated with the ability to work as a team and also as an individual contributor.Outstanding communication skills a must

Created: 2025-03-08