Job Details

Associate Client Service Manager

The Associate Client Service Manager is accountable for the client satisfaction, relationship and resources for aligned clients. A typical client alignment consists of a group of clients with various degrees of size and complexity. The Associate Client Service Manager is accountable for all aspects of benefits administration delivery for their clients both internally and externally to clients.

Essential Duties and Responsibilities

• Build and manage trusted client partnership; manage client satisfaction
• Create and manage client Open Items List, Project Plan, Open Enrollment, and all other one-time projects with senior resource support
• Ensure the appropriate integration between the administrative and Shared Services teams (COBRA, BPSS, Service Center) with the support of senior resource while building proficiency
• Ensure the quality delivery of all services as per the client's Statement of Work
• Manage and is accountable for timely and accurate client invoicing
• Work with senior resource to ensure the accurate recognition and collection of Out of Scope revenue and upsell opportunities in support of meeting the Client Service Group's revenue targets
• Manage client resource needs and escalate staffing shortages to the Director
• Hold aligned resources accountable for behaviors that support Empyrean's policies and procedures
• Build and manage trusted client partnership; manage clients satisfaction in conjunction with the implementation manager
• Create and maintain client Project Plans, Open Items List, Status Calls and Correspondence for each implementation
• Responsible for ensuring that the testing of all new functionality, including creation of test plans, test population identification and execution of test plans are completed successfully by the aligned resource team
• Review and ensure that the client specific processing guides are available by the go live date
• Coordinate with the finance department on all financial set up and administration for the client with senior resource support
• Perform other duties as assigned

Required Skills and Abilities

• Excellent customer focus/service orientation
• Excellent written and verbal communication skills
• Strong MS Office suite skills
• Continuous improvement and team work mindset
• Able to effectively estimate, negotiate, acquire, and manage resources, including people and budgets
• Proven ability to establish the critical path in the most complex client situations and able to manage to it in order to meet deadlines
• Proactive in working and resolving conflicts among team members
• Able to influence others, individually and in group settings, in order to obtain client commitment and grow business opportunities
• 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 of project or client management and/or client support in a technical capacity
• General knowledge of benefits business, including products and services, operations, and delivery
• Knowledge of general system environment and process flow
• Regulatory and legislative knowledge in aligned service area (Health & Welfare)
• Basic knowledge of overall financial management
• Understanding of benefits outsourcing systems and application platform
• Prior exposure to project management tools and techniques, following best practice to initiate, take responsibility for, and achieve defined project outcomes
• 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 10%)
• Must be available outside of core business hours on as needed basis

Disclaimer: This job description is not intended to be an exhaustive list of all duties, responsibilities, or qualifications associated with the job. Management reserves the right to modify or reassign job duties as business needs evolve.

Empyrean is an Equal Opportunity Employer: including disability and protected veteran status