Strategic Client Service Manager

WEX

Strategic Client Service Manager at WEX ensuring client satisfaction through exceptional service and operational excellence. Overseeing support activities, driving outcomes that reduce attrition and fuel growth.

Posted 6/2/2026full-timeRemote • 🇺🇸 United StatesSeniorLead💰 $86,100 - $116,000 per yearWebsite

About the role

Key responsibilities & impact

Lead delivery of administrative services for large and complex client accounts including but not limited to completing project deliverables on time and/or proactively communicating status if deadlines are in jeopardy of being missed.
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.
If deliverables are at risk, escalate to client or leadership appropriately.
Collaborate across internal teams by facilitating issue review and solution identification, resolving problems and in delivering results for clients.
Leverage the root cause analysis tool to evaluate escalated issues and share information with leadership as well as with peers in the event of a global issue impacting other clients.
Review and evaluate work orders for client requests, estimate work effort and required tasks across cross functional team members.
Ensure scope, assumptions and fees are documented correctly, and obtain proper internal reviews prior to sending to the client for approval.
Confirm client delivery and signature.
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 to clients and their employees by making sure call center tools are updated timely and training is coordinated and delivered in advance of changes to a client’s service delivery.
Identify training opportunities and suggest process improvements to streamline ongoing delivery.
Additional job duties and responsibilities may arise when supporting assigned clients in delivering administrative services and the Client Delivery Manager is expected to perform these additional tasks as assigned.
Own and/or participate in team-specific initiatives and company-wide workstreams.
Coach and mentor colleagues.
May manage direct reports.

Requirements

What you’ll need

Minimum 10+ years experience in the healthcare industry, including Benefits Administration.
Bachelor's degree or related field experience.
Significant subject-specific skills.
Proven experience managing enterprise-level client relationships and delivering exceptional service.
People management experience.
Excellent verbal and written communication skills across technical and business audiences.
Demonstrated ability to deeply understand client business needs and translate them into strategic service plans.
Strong problem-solving, change management, business acumen, persuasive communication, and leadership skills.
Analytical skills, with a focus on root cause resolution and process improvement.
Experience coordinating cross-functional teams to drive results and maintain seamless client delivery.
Highly accountable and proactive—you take initiative, follow through, and ensure nothing gets dropped and share knowledge and expertise with others.

Benefits

Comp & perks

health, dental and vision insurances
retirement savings plan
paid time off
health savings account
flexible spending accounts
life insurance
disability insurance
tuition reimbursement
and more.

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

Benefits Administrationroot cause analysisproject managementprocess improvementcapacity managementresource assignmentwork order evaluationbudget monitoringclient relationship managementcross-functional team coordination

Soft Skills

problem-solvingcommunicationleadershipcoachingmentoringanalytical skillschange managementbusiness acumenpersuasive communicationinitiative