WEX · 2 hours ago
Sr. Client Service Manager
United States
Full-time
Remote
Mid, Senior Level
$71K/yr - $90K/yr
5+ years expWEX Health is a company focused on providing exceptional support and service delivery to key clients. As a Sr. Client Service Manager, you will oversee support activities, drive operational excellence, and ensure client satisfaction through strategic alignment and proactive problem-solving.
Financial ServicesFinTechPaymentsSoftware
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
Qualification
Required
Minimum 5-10 years experience in the healthcare industry, including Benefits Administration
Bachelor's degree or related field
Proven experience managing client relationships and delivering exceptional service
Strong subject-specific skills, decision-making, critical-thinking
Strong organizational skills, effective team collaboration and developing persuasive communication, and leadership skills
Excellent verbal and written communication skills across technical and business audiences
Demonstrated ability to deeply understand client business needs and translate them into strategic service plans
Strong problem-solving and analytical skills, with a focus on root cause resolution and process improvement
Experience coordinating cross-functional teams to drive results and maintain seamless client delivery
Highly accountable and proactive—you take initiative, follow through, and ensure nothing gets dropped
Benefits
Health, dental and vision insurances
Retirement savings plan
Paid time off
Health savings account
Flexible spending accounts
Life insurance
Disability insurance
Tuition reimbursement
And more
Company
WEX
Wex is a financial technology service provider for fleet, travel and healthcare industries.
5001-10000 employees
Funding
Current Stage
Public CompanyTotal Funding
$900MKey Investors
Warburg Pincus
2025-02-25Post Ipo Debt· $500M
2020-06-30Post Ipo Equity· $90M
2020-06-30Post Ipo Debt· $310M
Leadership Team
Melissa Smith
Chair and Chief Executive Officer
Sachin Dhawan
Chief Technology Officer
Recent News
Morningstar.com
2026-01-22
2026-01-20
2026-01-20
Company data provided by crunchbase