Senior Client Service Manager

Merrimack, NH
February 13 2019

The Senior Client Services Manager (CSM) serves as the record keeping services plan expert and primary communication point for clients relative to Health & Welfare administrative matters.  The CSM works with corporate client contacts and is responsible for ensuring overall satisfaction with the quality and effectiveness of services provided by the Health Care Group organization.


The Team

  • Responsible for supporting accounts with a large participant base and high fee for service revenue
  • Coordinate, collaborate and communicate with all key business partners relative to high profile client work, priorities, etc. 
  • Take an active role and lead virtual team meetings
  • Communicate directly and consult with plan sponsors (clients) and vendors on a daily basis.  Communications may include, but not necessarily limited to, explanation of requirements impact, clarification of business requirements and plan rules, and participant escalations
  • Ensure high quality business requirements capture for project, audit and reporting deliverables
  • Serves as subject matter expert and advisor on complex projects for your assigned book of business
  • Create and/or coordinate updates procedural documentation to be used by HW Operations and other internal business partners (FinOps, Participant Services, SSU, Data Management, etc.)
  • Takes an active role in ongoing administrative support (audits, monthly billing, contract reviews, renewals, etc.) 

The Expertise You Have

  • Bachelor's degree
  • 7 years of client facing experience
  • Ability to analyze and draw conclusions from data and position appropriately
  • Strong written and verbal communication skills
  • Strong organizational skills and attention-to-detail
  • Excellent interpersonal skills
  • Experience in a deadline driven environment
  • Travel Required: 10%  

The Skills You Bring 

  • You are a self-motivated team player with the ability to work independently
  • You have a keen ability to build and influence relationships
  • You demonstrate sound business judgment
  • Your attention to detail consistently generates high quality output and is a priority in your daily work
  • You are analytical, technical, and demonstrate robust problem solving and communication skills
  • You are highly organized and have a strong ability to prioritize work under tight deadlines
  • You understand the importance of being detail oriented and accurate while also being able to tailor your communication to the audience 

The Value You Deliver 

  • Developing innovative solutions to complex business needs by creating efficiencies and determining key opportunities for scale and efficiency
  • Providing assistance to team members within the HW organization and lead internal/external meetings with business partners, vendors and clients
  • Building trust and fostering strong working relationships with key business partners
  • Seek opportunities to proactively provide value-add insight
  • Strive for continuous improvement
  • Seeks feedback proactively from business partners to adjust approach along the way

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