Sr. Client Service Manager

Sr. Client Service Manager

As a Sr. Client Service Manager at WEX, you will be responsible for ensuring exceptional support and service delivery to a portfolio of key clients. You will oversee all support and service activities across these accounts, with a focus on driving operational excellence, client satisfaction, and strategic alignment. In this role, you are expected to take extreme ownership of the client experienceensuring we are not only meeting expectations but driving outcomes that reduce attrition, support renewals, fuel growth, and consistently delight our clients. You will serve as the single point of accountability for your clients, building trusted partnerships and ensuring transparency across all activities. You will play a key role in deeply understanding each client's business and product implementation, identifying service needs, and proactively solving problems before they escalate. You will also collaborate cross-functionally with sales, product, and support teams to reinforce WEX's value and ensure long-term success for both the client and WEX.

Key Responsibilities

• Lead delivery of administrative services for large and complex client accounts including but not limited to completing project deliverables on time and / or proactively communicating status if deadlines are in jeopardy of being missed.
• Have complete knowledge and full understanding of Health & Welfare administration principles and practices.
• Demonstrate strong analytical and problem-solving skills by thoroughly assessing issues, identifying root causes, and developing creative and effective solutions.
• Resolve and evaluate a broad range of issues using creative strategies and recommend creative approaches to enhance outcomes.
• Perform work autonomously, receiving oversight from managers or subject matter experts at key stages.
• Communicate and consult with clients on issues, system functionality, best practice, industry standards, legislative changes and on other service delivery functions with a consultative approach.
• Proactively communicates status and progress of account work and issues to internal and external stakeholders.
• Ensure all tasks are documented according to the internal guidelines and updated proactively in the internal task management tool to meet deliverable dates.
• If deliverables are at risk, escalate to client and / or leadership appropriately.
• Collaborate across internal teams by facilitating issue review and solution identification, resolving problems and in delivering results for clients.
• Leverage the root cause analysis tool to evaluate escalated issues and share information with leadership as well as with their peers in the event of a global issue impacting other clients.
• Draft, maintain and communicate work orders for client requests, estimate work effort and required tasks across cross functional team members.
• Ensure scope, assumptions and fees are documented correctly, and obtain proper internal reviews prior to sending to the client for approval.
• Review monthly invoices for accuracy including client standard fee schedule, out of scope items and revenue recognition.
• Work with the call center to make sure they have the correct information to provide high quality service to clients and their employees by making sure call center tools are updated timely and accurately, and training is coordinated and delivered in advance of changes to a client's service delivery.
• Review and respond to call center escalations and member level cases by delegating to the Client Service Associate / Manager for assigned clients.
• Analyze and interpret all client materials used for benefit administration to ensure that they are current and meet quality standards.
• Lead all internal requirements documentation creation and ensure other benefit related materials are consistent with the client's specifications and are properly and professionally prepared.
• Lead the annual enrollment process including reviewing annual plan design changes, updating requirement documents, driving team work to meet milestones, mitigating risks for deliverable misses, delivering client test plans and completing other tasks based on the project plan.
• Lead testing work flows for clients and internal teams to ensure quality system work and updates.
• Identify training opportunities and suggest process improvements to streamline ongoing delivery.
• Additional job duties and responsibilities may arise when supporting assigned clients in delivering administrative services and the Client Service Manager is expected to perform these additional tasks as assigned.

Qualifications