[Hiring] Manager, Client Services @WEX

Role Description

As the Manager, Client Service at WEX, you will lead and develop a team of Client Service Managers/Associates, collectively responsible for ensuring exceptional support and service delivery across a portfolio of WEX's key clients. You will oversee all support and service activities for these accounts, with a strong emphasis on driving operational excellence, elevating client satisfaction, and ensuring strategic alignment with WEX's business objectives.

This role requires a leader who instills extreme ownership within their team, guiding them to not only meet but exceed client expectations and drive outcomes that reduce attrition, support renewals, fuel growth, and consistently delight our clients. You will empower your team to serve as the single point of accountability for their clients, fostering trusted partnerships and ensuring transparency across all activities.

You will play a pivotal role in the coaching and development of your team, leading by example and owning administration for a limited book of clients. You will help your team maximize inherent and learned skills to understand each client's business, identify and mitigate risk, implement services, and proactively drive client work and projects.

Qualifications

• Minimum 3 years of experience in a leadership or management role within client service, account management, or service delivery.
• Minimum 7 years of overall experience in the healthcare industry, including benefits administration.
• Proven track record of managing mid-market & enterprise-level client relationships and delivering exceptional service.
• Bachelor's degree or equivalent relevant experience.
• Excellent verbal and written communication skills.
• Demonstrated ability to understand complex client business needs and translate them into strategic service plans.
• Strong problem-solving and analytical skills.
• Proven experience coordinating and leading cross-functional teams.
• Highly accountable and proactive.

Requirements

• Lead, mentor, and coach a team of Client Service Managers/Associates.
• Set clear performance expectations and provide regular feedback.
• Oversee workload distribution and resource allocation.
• Facilitate knowledge sharing and best practices among the team.
• Oversee planning, direction, and execution of support and service activities.
• Guide your team in taking full accountability for client success.
• Ensure the team develops a deep understanding of each client’s business.
• Participate in strategic client meetings and business reviews.
• Drive initiatives to reduce client support costs.
• Lead the team in effective incident resolution.
• Collaborate closely with sales, product, and support leadership.
• Monitor overall client satisfaction across the team's portfolio.
• Analyze aggregated support performance data and metrics.
• Ensure accurate maintenance of all service activities.
• Oversee financial tracking and reporting.
• Contribute to the development of best practices and processes.
• Lead delivery of administrative services for a limited number of client accounts.
• Exhibit strong problem-solving skills.
• Communicate and consult with clients on various service delivery functions.
• Ensure all tasks are documented according to internal guidelines.
• Collaborate across internal teams to resolve problems.
• Review and evaluate work orders for client requests.
• Monitor/track out of scope, ACA, and Annual Enrollment revenue.
• Manage capacity and resource assignments.
• Work with the call center to ensure high quality service.
• Identify training opportunities and suggest process improvements.

Benefits

• Health, dental, and vision insurances.
• Retirement savings plan.
• Paid time off.
• Health savings account.
• Flexible spending accounts.
• Life insurance.
• Disability insurance.
• Tuition reimbursement.
• Quarterly or annual bonus based on role and applicable plan.

Company Description

WEX's comprehensive and market competitive benefits are designed to support your personal and professional well-being.