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Empyrean · 1 day ago

Associate Client Service Manager

Houston, TX

Full-time

Hybrid

Entry, Mid Level

2+ years exp

Empyrean is a company focused on client satisfaction and benefits administration. The Associate Client Service Manager is responsible for managing client relationships, ensuring service quality, and coordinating project plans for clients with varying needs.

ComplianceEmployee BenefitsHuman ResourcesSoftwareWellness

Responsibilities

Build and manage trusted client partnership; manage client satisfaction

Create and manage client Open Items List, Project Plan, Open Enrollment, and all other one-time projects with senior resource support

Ensure the appropriate integration between the administrative and Shared Services teams (COBRA, BPSS, Service Center) with the support of senior resource while building proficiency

Ensure the quality delivery of all services as per the client’s Statement of Work

Manage and is accountable for timely and accurate client invoicing

Work with senior resource 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 targets

Manage client resource needs and escalate staffing shortages to the Director

Hold aligned resources accountable for behaviors that support Empyrean’s policies and procedures

Build and manage trusted client partnership; manage clients satisfaction in conjunction with the implementation manager

Create and maintain client Project Plans, Open Items List, Status Calls and Correspondence for each implementation

Responsible 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 team

Review and ensure that the client specific processing guides are available by the go live date

Coordinate with the finance department on all financial set up and administration for the client with senior resource support

Perform other duties as assigned

Qualification

Client managementBenefits administrationProject managementMS Office suiteFinancial managementCustomer service orientationCoachingInfluencing othersWritten communicationVerbal communicationTeamwork mindsetConflict resolutionNegotiation

Required

Excellent customer focus/service orientation

Excellent written and verbal communication skills

Strong MS Office suite skills

Continuous improvement and team work mindset

Able to effectively estimate, negotiate, acquire, and manage resources, including people and budgets

Proven ability to establish the critical path in the most complex client situations and able to manage to it in order to meet deadlines

Proactive in working and resolving conflicts among team members

Able to influence others, individually and in group settings, in order to obtain client commitment and grow business opportunities

Proficient in coaching others

2+ years of project or client management and/or client support in a technical capacity

General knowledge of benefits business, including products and services, operations, and delivery

Knowledge of general system environment and process flow

Regulatory and legislative knowledge in aligned service area (Health & Welfare)

Basic knowledge of overall financial management

Understanding of benefits outsourcing systems and application platform

Prior exposure to project management tools and techniques, following best practice to initiate, take responsibility for, and achieve defined project outcomes

Ability to travel on as needed basis (up to 10%)

Must be available outside of core business hours on as needed basis

Preferred

Bachelor'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 field

Any equivalent combination of education, experience, and training that provides the required knowledge, skills, and abilities will be considered

Company

Empyrean

Glassdoor3.1

Established in 2006, Empyrean is a leading technology SaaS company empowering organizations with innovative technology and a service-first approach that accelerates employers’ benefits and employee retention strategies.

Founded in 2006

Houston, Texas, USA

501-1000 employees