Client Services Manager

San Francisco, CA

The Client Services Manager will be responsible for day-to-day operations and communication at each of our employer accounts. This includes project management and implementation across key business stages from launch event, onboarding, reporting & analysis, to quarterly events (onsite & virtual), and renewals. Goals would be to deliver the full spectrum of white-glove, elite advisory services to each and every one of our clients and to make our key stakeholders successful in delivering the programs to their employees.

You will work very closely with our Sales team to facilitate a smooth transition from deal closing to launch planning and implementation. Externally, you will serve as the primary go-to advisor for all of our key enterprise accounts. Internally, you will be the eyes and ears on the ground, educating the Sales, Marketing, Product, and Clinical teams on the evolving needs at each account and advise on relevant changes needed to address client needs.

What you’ll do:

  • All aspects of client management, including: implementation, day-to-day client service, relationship building with high-level and operational stakeholders, and renewal management
  • Educate client stakeholders and individual employees about why can be helpful for them and how to use it
  • Design creative ways to boost and maintain engagement across clients in different industries and corporate cultures
  • Create and maintain a standardized account management playbook & workflows across different books of business to ensure smooth implementations
  • Work with Marketing to manage communications to our employer user base
  • Form strong partnerships within an account with VP of HR, CFO, Chief People Officer, Directors, Benefits Managers, Legal and other People Ops associates to ensure we develop referenceable customers who love

About you:

  • 3+ years of HR consulting, broker, client service, and/or other health benefits experience
  • Demonstrated success managing multiple marquee accounts or clients and building strong partnerships with key stakeholders
  • Basic knowledge of and aptitude in ramping up on employee benefits and US healthcare ecosystem, including understanding the dynamics between insurance carriers, providers, brokers, consultants, employers, and benefit partners
  • Overall proactiveness, responsiveness, and thoughtfulness so that Client Services is perceived as a premier client management team
  • Ability to communicate in a compelling yet compassionate manner
  • Ability to appropriately manage expectations both externally and internally
  • Demonstrated ability to ramp up quickly on new subject matter, particularly in HR/Benefits space