Client Service Manager

Client Service ManagerThe 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 Client Service Manager is accountable for all aspects of benefits administration delivery for their clients both internally and externally to clients. The Client Service Manager is responsible for the financial success of aligned clients in support of the Client Service Group financial goals. From a people management perspective, the Client Service Manager directly manages aligned Business Analysts. The Client Service Manager role requires a strong Project Management background.Essential Duties and ResponsibilitiesBuild and manage trusted client partnership; manage client satisfactionCreate and manage client Open Items List, Project Plan, Open Enrollment, and all other one-time projectsEnsure the appropriate integration between the administrative and Shared Services teams (COBRA, BPSS, Service Center)Ensure the quality delivery of all services as per the client's Statement of WorkManage and is accountable for client Profit & Loss resultsWork with Director 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 targetsManage client resource needs and escalate staffing shortages to the DirectorDirectly manage aligned Business Analysts and is accountable for the performance, growth, and engagement of aligned resources; leverage aligned resources to generate resultsCollaborates with BSM to hold aligned resources accountable for behaviors that support Empyrean's policies and proceduresBuild and manage trusted client partnership; manage clients satisfaction in conjunction with the implementation managerManage and coordinate the Client Team Business Analyst resources aligned to an implementation projectResponsible 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 teamReview and ensure that the client specific processing guides are available by the go live dateCoordinate with the finance department on all financial set up and administration for the clientNonessential Duties and ResponsibilitiesParticipate in Business Development Activities, including but not limited to client demos, site visits, and RFP information collectionParticipate in prospective employee interviews and work closely with HR on recruiting effortsRequired Skills and AbilitiesExcellent customer focus/service orientationExcellent written and verbal communication skillsStrong MS Office suite skillsContinuous improvement and team work mindsetAble to effectively estimate, negotiate, acquire, and manage resources, including people and budgetsProven ability to establish the critical path in the most complex client situations and able to manage to it in order to meet deadlinesProactive in working and resolving conflicts among team membersAble to influence others, individually and in group settings, in order to obtain client commitment and grow business opportunitiesProficient in coaching othersPeople-first mindsetBe helpful/supportive/collaborativeBe flexible and maintain a work-life balance – know how to prioritize your work for maximum impactBe dedicated to continuous learning and proactive skill acquisitionProblem-solving mindsetKnowledge, Experience and/or Education RequirementsBachelor'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 field2+ years of project management experience managing multifaceted projects and teams, including on-site and virtual management.Previous benefits administration and client consulting experienceAdvanced knowledge of benefits administration, including products and services, operations, and delivery.Knowledge of general system environment, process flow, requirements gathering and documentation, and translation of requirements to JIRA tickets for Business Systems AnalystsRegulatory and legislative knowledge in aligned service area (Health & Welfare).Basic knowledge of overall financial management.Understanding of benefits outsourcing systems and application platform.Excellent knowledge of project management tools and techniques, following best practice to initiate, take responsibility for, and achieve defined project outcomesAble to effectively estimate, negotiate, acquire, and manage resources, including people and budgetsProven ability to establish the critical path in the most complex client situations and able to manage to it in order to meet deadlinesProactive in working and resolving conflicts among team membersAble to influence others, individually and in group settings, in order to obtain client commitment and grow business opportunitiesJIRA or other project/ticket/resource management software experienceOther RequirementsAbility to travel on as needed basis (up to 10%)Must be available outside of core business hours on as needed basisDisclaimer: Managers have the right to assign or redesign the responsibilities of the above mentioned job description without notice and at any timeEmpyrean is an Equal Opportunity Employer: including disability and protected veteran status