Implementation Specialist
WEX
Strategic Client Service Manager
WEX
full-time
Posted on:
Origin: • 🇺🇸 United States
Visit company websiteSalary
💰 $94,000 - $125,000 per year
Job Level
Mid-LevelSenior
About the role
- Lead delivery of administrative services for large and complex client accounts including completing project deliverables on time and/or proactively communicating status. Use in-depth professional knowledge to develop and resolve complex models and procedures. Apply innovative and effective solutions to complex issues. Communicate and consult with clients on system functionality, best practice, industry standards and legislative changes. Document tasks according to internal guidelines and update internal tracking tools. Collaborate across internal teams to identify solutions and deliver results for clients. Evaluate escalated issues using root cause analysis and share findings. Review and evaluate work orders, estimate work effort, document scope and fees, obtain internal reviews and confirm client approval. Monitor/track revenue against budget and manage capacity/resource assignments. Coordinate call center training and ensure tools are updated. Identify training opportunities and process improvements. Participate in initiatives and coach and mentor colleagues.
Requirements
- Lead delivery of administrative services for large and complex client accounts Exhibit advanced wide-ranging experience, using in-depth professional knowledge, acumen, concepts, and company objectives to develop, resolve complex models and procedures. Exhibit strong problem-solving skills, applying innovative and effective solutions to complex issues. Have a clear understanding of how various disciplines within WEX interrelate and contribute to overall objectives. Communicate and consult with clients on issues, system functionality, best practice, industry standards legislative changes and on other service delivery functions with a consultative approach. Ensure all tasks are documented according to the internal guidelines and updated proactively in the internal system tracking tools to meet deliverable dates. Collaborate across internal teams by facilitating issue review and solution identification, resolving problems and delivering results for clients. Leverage the root cause analysis tool to evaluate escalated issues and share information with leadership as well as with their peers. Review and evaluate work orders for client requests, estimate work effort and required tasks across cross functional team members. Monitor/track out of scope, ACA, and Annual Enrollment revenue against budget. Manage capacity and resource assignments, including interview and performance evaluations. Work with the call center to make sure they have the correct information to provide high quality service. Identify training opportunities and suggest process improvements to streamline ongoing delivery. Own and/or participate in team-specific initiatives and company-wide workstreams. Coach and mentor colleagues. May manage direct reports.
