Sr. Client Service Manager

    • Houston, TX

The Senior Client Service Manager is accountable for managing the client relationship, client satisfaction, profitability, resources, and service delivery for an aligned book of business. A typical book of business consists of a group of clients with various degrees of size and complexity and aligned Business Systems Analyst, Client Service Manager, and Business Systems Manager resources. The Senior Client Service Manager is accountable for all aspects of benefits administration delivery and implementations, internally and externally, for the clients in their book of business. The Senior Client Service Manager is responsible for the financial success of aligned clients in support of the Client Service Group’s financial goals and is accountable for the timely execution of all client and business priorities for the aligned portfolio. In addition to resource allocation, the Senior Client Service Manager is responsible for working with the Director to ensure resource development, resource career path development, and resource engagement across the aligned book of business. The Senior Client Service Manager’s role requires strong health and welfare domain knowledge, project management, relationship management, financial management, and people management.

Primary Responsibilities:

  • Consistently demonstrates and influences core Empyrean values: can-do attitude, aptitude, and ownership
  • Owns book of business client satisfaction and satisfaction tracking, client reference status, client relationship management and retention
  • Owns growth of book of business through support of new implementations to ensure successful implementation and transition to ongoing administration support
  • Works with Director to meet client retention goal for book of business
  • Coaches, trains and mentors team members
  • Ensures that compliance regulations are met across book of business
  • Owns book of business profitability including out of scope revenue generation and driving continuous improvement across aligned clients;  provides book of business dashboard ownership, including change management tickets, processing tasks, case management, call trending, and data checks
  • Ensures delivery of accurate client invoices, on time, meeting internal expectations on invoice processes
  • Manages and develops book of business in terms of talent engagement and retention, with Director support
  • Creates and owns self-sustaining book of business resource development/growth and allocation (i.e., possesses a net exporter of talent mindset), including support for new business and sales, with Director support
  • Holds book of business resources accountable to roles, responsibilities, and standards
  • Collaborates positively with others outside the CSG to support the business as a whole
  • Demonstrates in-depth knowledge and understanding of current and new system functionality; coaches team members to be able to effectively convey to and consult with clients regarding changes and decisions that may impact them; escalates gaps in functionality, as appropriate
  • Serves as the primary internal and external escalation point
  • Provides vendor management assistance and guidance
  • Records and submits time accurately and timely against assigned project codes
  • Performs other duties, as assigned

 

Qualifications:

  • Bachelor's degree or equivalent work experience required.
  • 5-7 years project management experience managing multifaceted projects and teams, including on-site and virtual management.
  • Previous benefits administration and direct client consulting experience 
  • Proficient in coaching others

 

Knowledge, Skills, and Abilities Requirements

 

  • Advanced knowledge of health and welfare industry/business, including products and services, benefit outsourcing systems, business processes, operations, and delivery
  • Advanced understanding of profit and loss (P&L) statements
  • Advanced understanding of project management tools and techniques, following best practices to initiate, take responsibility for, and achieve defined project outcomes
  • Able to effectively estimate, negotiate, acquire, and manage resources, including people and budgets
  • Able to influence other, individually and in group setting, in order to obtain client commitment and grow business opportunities.
  • Excellent customer focus/service orientation
  • Strong written and verbal communication and analytical skills
  • Continuous improvement and teamwork mindset
  • Superior Microsoft suite skills
  • SQL/Python proficiency a plus
  • Strong attention to detail and accuracy
  • Experienced time management skills, including the ability to run many projects simultaneously
  • Superior organizational skills
  • Ability to be flexible and work under pressure to meet strict deadlines in a team environment
  • Must be a self-starter
  • Advanced internal and external communication skills
  • Ability to carry out assigned projects to their completion
  • Ability to establish and maintain effective working relationships with co-workers, customers, prospective customers and vendors
  • Ability to maintain confidential and sensitive information
  • Ability to understand and follow instructions

 

Empyrean is one of the HR industry’s fastest-growing providers of technology services, masterfully managing the health and benefits programs of both large and middle-market client companies.

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