Middle Market Client Manager

Reliance Matrix is a company that values an inclusive culture and is seeking a Middle Market Client Manager. This role serves as the primary contact for a portfolio of middle market clients, providing expert guidance on benefit plans and ensuring operational excellence through client relationship management and collaboration across departments.

Responsibilities:

• Serve as the main contact for assigned clients, providing guidance on contracts, plan structure, renewals, and issue resolution
• Build and maintain positive client relationships through regular meetings and proactive communication
• Educate clients on company processes, policies, procedures, and web services; keep clients and brokers informed of product and service enhancements
• Collaborate with implementation teams to ensure smooth transitions from implementation to ongoing client management
• Oversee compliance with performance guarantees and contractual obligations
• Present claims experience reporting and relevant data to clients
• Work with sales representatives to identify up-sell and cross-sell opportunities and develop re-enrollment strategies
• Coordinate and negotiate renewals for assigned clients, communicating client needs and risks
• Participate in RFP reviews and finalist presentations as needed
• Work closely with internal departments (billing, underwriting, claims) to ensure seamless operations and client satisfaction
• Apply organizational skills to manage multiple priorities and deliver quality service
• Identify and address process, policy, or technology issues impacting client satisfaction; implement solutions in partnership with the Regional Service Manager
• Participate in departmental and organization-wide projects and committees to enhance service and efficiency

Requirements:

• Associate's degree required
• Minimum 2 years of group insurance client management experience
• State insurance license required
• Strong customer service, consulting, negotiation, and communication skills
• Proficiency in Excel, Word, and PowerPoint
• Ability to work independently and adapt to change
• Financial aptitude and analytical skills
• Bachelor's degree preferred