Strategic Client Service Manager

📋 Description

• • Lead delivery of administrative services for large and complex client accounts, ensuring project deliverables are completed on time or proactively communicated if deadlines are at risk.
• • Serve as the single point of accountability for key clients, building trusted partnerships and ensuring transparency across all service activities.
• • Apply in-depth professional knowledge and company objectives to develop and resolve complex service models and procedures.
• • Utilize strong problem-solving skills to identify innovative and effective solutions to escalated client issues.
• • Communicate consultatively with clients on system functionality, industry standards, legislative changes, and service delivery best practices.
• • Ensure all client-related tasks are accurately documented and updated in internal tracking systems, escalating risks to clients or leadership as needed.
• • Collaborate cross-functionally with sales, product, and support teams to reinforce WEX’s value and ensure seamless client outcomes.
• • Leverage root cause analysis tools to evaluate escalated issues and share insights with leadership and peers when global issues impact multiple clients.
• • Review and evaluate client work orders, estimate required effort across teams, document scope, assumptions, and fees, and secure internal reviews prior to client approval.
• • Confirm client delivery and obtain signatures on approved work orders.
• • Monitor and track out-of-scope, ACA, and Annual Enrollment revenue against budget targets.
• • Manage capacity and resource assignments, including conducting interviews and performance evaluations for team members.
• • Coordinate with the call center to ensure accurate, timely updates to service tools and deliver training in advance of service changes.
• • Identify training opportunities and propose process improvements to streamline ongoing service delivery.
• • Own or participate in team-specific initiatives and company-wide workstreams.
• • Coach and mentor colleagues to enhance team performance and knowledge sharing.
• • May manage direct reports, providing leadership, guidance, and performance feedback.
• • Deeply understand client business needs and translate them into strategic service plans that reduce attrition, support renewals, and drive growth.
• • Maintain a proactive, highly accountable approach—ensuring nothing is dropped, following through on commitments, and sharing expertise across teams.