Client Services Relationship Manager

Job Description

Job Description

Description:

About the Role:

The Client Relationship Manager (CRM) serves as the primary relationship owner for our largest clients (+1,000 employees) and their brokers. This role is responsible for driving client satisfaction, retention, and growth by providing strategic account management, consultative support, and proactive service. The CRM partners closely with clients and internal teams to resolve issues, identify opportunities, and ensure successful administration of Navia's products and services.

What You’ll Do:

• Serve as the primary point of contact for assigned clients and brokers, building trusted relationships that promote client satisfaction, retention, and long-term partnership.
• Manage a portfolio of accounts, ensuring delivery of exceptional service while maintaining established performance metrics and service standards.
• Lead client renewal activities, including plan reviews, communication of rates and product changes, and ongoing consultative support.
• Conduct regular business reviews, analyze client-specific data and trends, and provide recommendations that enhance participation, engagement, and overall plan success.
• Partner with clients to identify opportunities for product adoption, cross-selling, and upselling while supporting revenue growth within assigned accounts.
• Coordinate with internal departments to resolve service issues, drive root cause analysis, and ensure timely and effective resolution of client concerns.
• Provide guidance and education to clients and brokers regarding benefit administration, industry changes, product features, regulatory impacts, and best practices.
• Oversee account administration activities, including plan setup and renewal audits, file transmission processes, documentation, and maintenance of client records within Salesforce.
• Act as a proactive client advocate by identifying potential risks, anticipating client needs, supporting enrollment activities and client meetings as needed, and contributing to continuous process improvement initiatives.

Work Environment:

Candidates within 30 miles of one of our four office locations may be asked to come into the office for a hybrid schedule depending on the role. 

Eligible candidates will reside in one of the following states: AZ, CA, CO, FL, GA, IL, IN, KS, MA, MI, MN, MO, MT, NC, ND, NE, NJ, NV, NY, OH, OR, PA, SD, TN, TX, UT, AND WA

Why Join Navia?

• Impact: Play a pivotal role in supporting employers and employees nationwide.
• Growth: Advance your skills with a team committed to excellence and innovation.
• Culture: Join a company that values collaboration, innovation, and customer-first solutions.

Perks and Benefits:

• Competitive Salary Range:$60,000-$80,0000
• Generous health benefits 
• Company sponsored wellness benefits
• Complimentary Life Insurance and Long-Term Disability Insurance
• Paid time off 
• 6 Paid Holidays & 2 Paid Floating Holidays
• Work from home and hybrid schedules available! 

Requirements:

What We’re Looking For:

• +3 years of Account Management in a related field or environment with large employers (1,000+ employees).
• Preferred experience or equivalent in consulting and/or sales support environment.
• Very strong organization and time management skills.
• Ability to assess and resolve complex issues related to Navia services.
• Basic data gathering and analysis skills using reports, spreadsheets, Web-based applications, and other software tools required.
• Strong knowledge of FSA/HRA/HSA/ COBRA benefits, payroll, and benefits accounting.