Sr. Client Service Manager

Houston Headquarters, 3010 Briarpark Dr, Houston, Texas, United States of America Req #57

Monday, October 7, 2024

Company Description

The Senior Client Service Manager is accountable for managing the client relationship, client satisfaction, client retention, profitability, resources, and service delivery for an aligned book of business. A typical book of business, or POD, 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, and is responsible for supporting the SAA (if applicable) and Director to develop renewal strategy. 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 book of business. In addition to resource allocation, the Senior Client Service Manager is responsible for working with the Client Services Delivery Leader, Director, and/or Sr. Director to ensure resource development, resource career path development, resource allocation, and resource engagement across the aligned book of business.

The Senior Client Service Manager's role requires strong team leadership, health and welfare domain knowledge, project management, relationship management, financial management, and people management.

A typical Senior Client Service Manager book of business contains 3 or more clients with various degrees of size and complexity with a total contract value over $2M and the Senior Client Service Manager is responsible for strategic planning, staffing, and successful execution of 1 or more new client implementations per year with guidance from the Client Services Service Delivery Leader, Director, and/or Sr. Director.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Build and manage trusted client partnerships for all aligned clients

• Manage client satisfaction and retention of all aligned clients

• Assist Client Services Delivery Leader, Director and/or SAA with aligned client renewals

• Drive integration with Shared Services & Call Center

• Promote a culture of high-quality service, independence, innovation, and entrepreneurship within the aligned book of business

• Drive the accurate recognition and collection of Out-of-Scope revenue and upsell opportunities in support of meeting the Client Service Group's revenue targets

• Drive operational efficiency and other cost-management activities to reduce costs

• Track and report financial and operational results

• Assist with management of client staffing needs and slot planning

• Directly manage aligned colleagues and is accountable for the performance, growth, and engagement of all aligned resources

• Leverage aligned resources to generate results

• Hold aligned resources accountable for behaviors that support Empyrean's policies and procedures

• Participate in Business Development activities - including but not limited to client demos, site visits, and RFP information collection

• Participate in prospective employee interviews

• Build expertise in compliance, regulatory, and legislative knowledge of Health & Benefits industry

• Demonstrate in-depth knowledge and understanding of current and new system functionality; coach team members to be able to effectively convey to and consult with clients regarding changes and decisions that may impact them; escalate gaps in functionality, as appropriate

• Ensure accurate time recording by aligned team members to ensure that scope, cost and resources allocation per project can be calculated

• Participate in strategic corporate projects

• Ensure adherence to and execution of internal initiatives

• Perform other duties as assigned

REQUIRED SKILLS AND ABILITIES:

• Able to effectively manage resources

• Able to influence others, individually and in group settings, 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 proficiency a plus

• Strong attention to detail and accuracy

• Experienced time management skills, including the ability to run many projects simultaneously

• Ability to be flexible and work under pressure to meet strict deadlines in a team environment

• Must be a self-starter

• Ability to carry out assigned projects to their completion

• Ability to establish and maintain effective working relationships with co-workers, customers, prospective clients and vendors

• Ability to maintain confidential and sensitive information

• Proficient in coaching others

KNOWLEDGE, EXPERIENCE AND/OR EDUCATION REQUIREMENTS:

 Bachelor's degree preferred but not required

 In lieu of Bachelor's degree, equivalent years of experience in business analytics, management information systems, human resources management, benefits administration or a related field

 2+ years project management experience managing multifaceted projects and teams, including on-site and virtual management

 Ability to manage complex customer relationships and escalations

 Previous benefits administration and direct client consulting experience

 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

 Or, any equivalent combination of education, experience, and training that provides the required knowledge, skills, and abilities will be considered

OTHER REQUIREMENTS:

 Ability to travel on as needed basis (up to 20%)

 Must be available outside of core business hours on as needed basis

Disclaimer: Managers have the right to assign or redesign the responsibilities of the above mentioned job description without notice and at any time

Empyrean is an Equal Opportunity Employer: including disability and veterans

Other details

• Pay Type Salary
• Employment Indicator Seasonal
• Telecommute % 10
• Job Start Date Monday, October 21, 2024