Client Relationship Manager

Role Overview

• Client Leadership and Team Mentorship: Act as the primary client-facing team leader for a large number of clients, providing guidance and mentorship to Relationship Specialists to ensure high service standards (Advanced).
• Client Issue Resolution: Serve as the first point of escalation for client issues, addressing concerns and joining client calls to facilitate resolution, even outside of standard business hours (Advanced).
• Relationship Management and Retention: Build and maintain strong relationships with Plan Administrators, Brokers, and Client Experience team members, promoting engagement, retention, and growth (Advanced).
• Process Improvement and Automation: Identify opportunities for process improvements and automation, working to enhance service delivery and operational efficiency (Intermediate).
• Client Education and Support: Educate clients on systems, tools, and policies related to Ameriflex products and services, ensuring they are equipped to utilize offerings effectively (Intermediate).
• Account Organization and Documentation: Maintain organized and accurate account information for each client, ensuring easy access to essential details (Advanced).
• Business Strategy Development: Collaborate with internal partners to develop and execute business plans and strategies that align with organizational goals (Intermediate).
• Proactive Client Support: Anticipate client needs by addressing potential questions and concerns before they arise, demonstrating a proactive approach to service (Advanced).
• Confidentiality and Compliance: Handle confidential client information with tact and discretion in accordance with HIPAA and other relevant regulations (Advanced).
• Empathy and Soft Skills: Exhibit a high level of empathy and interpersonal skills when working with clients and team members, fostering a supportive and positive work environment (Advanced).
• Goal Setting and Performance Tracking: Set and exceed performance goals related to client satisfaction, retention rates, and service delivery metrics (Intermediate).
• Travel Requirements: Travel as needed, ideally once or twice per year, to support client relationship management and business development initiatives (Beginner).
• Other Duties: Perform additional duties as assigned by the Client Experience Manager to support business needs (Beginner).

Requirements

• Leadership and Mentorship: Strong leadership skills with the ability to guide, mentor, and develop team members, driving service quality and performance improvements (Advanced).
• Client-Focused Mindset: Deep commitment to providing excellent client service, with the ability to set and exceed client expectations (Advanced).
• Problem-Solving Skills: Keen ability to think on your feet and solve problems efficiently, even in high-pressure situations (Intermediate).
• Communication and Organizational Skills: Superior written, verbal, and organizational skills, with attention to detail and the ability to handle large client portfolios (Advanced).
• Stress Management and Adaptability: Ability to thrive in a fast-paced environment, managing high call and email volumes, and staying calm under pressure (Intermediate).
• Process Improvement Orientation: Experience identifying and implementing process improvements to enhance service delivery (Intermediate).
• Technical Proficiency: Proficient in navigating multiple web-based programs and utilizing technology to resolve client issues quickly (Intermediate).
• Goal Orientation and Initiative: Highly goal-oriented and self-motivated, with a proactive approach to advancing within the organization (Advanced).
• Compliance Awareness: Strong understanding of HIPAA regulations and best practices for handling sensitive information (Advanced).
• Education: Bachelor’s Degree from an accredited institution required.
• Experience: 5+ years of account management experience, with a focus on client relationship management and service delivery (Advanced).
• Experience in Benefits Administration preferred (Beginner).
• Technical Skills: Intermediate to advanced Microsoft Excel skills preferred (Intermediate).

Benefits

• Medical Insurance
• Vision Insurance
• Dental Insurance
• 401(k) Matching
• Flexible Spending Accounts
• Health Savings Accounts
• Disability & Life Insurance
• Employee Assistance Program
• LegalShield
• ID Shield
• Commuter Reimbursement Plan
• Tuition Reimbursement
• Bonus Pay – This position falls under our corporate bonus plan, which entitles you to up to 10% of your annual salary as a bonus payout each year.
• Wellable membership
• Telescope Health (telehealth) through Accresa
• Intellect (mental health) application
• Employee engagement activities, including voluntary events, raffles, book club, and more!