Empyrean · 10 hours ago
Client Service Manager
Houston, TX
Full-time
Onsite
Entry, Mid Level
2+ years expEmpyrean is a company focused on client satisfaction and relationship management. The Client Service Manager is responsible for managing client partnerships, ensuring quality service delivery, and overseeing financial success for aligned clients.
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
Ensure the appropriate integration between the administrative and Shared Services teams (COBRA, BPSS, Service Center)
Ensure the quality delivery of all services as per the client’s Statement of Work
Manage and is accountable for client Profit & Loss results
Work with Director 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
Directly manage aligned Business Analysts and is accountable for the performance, growth, and engagement of aligned resources; leverage aligned resources to generate results
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
Manage and coordinate the Client Team Business Analyst resources aligned to an implementation project
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
Participate in Business Development Activities, including but not limited to client demos, site visits, and RFP information collection
Participate in prospective employee interviews and work closely with HR on recruiting efforts
Qualification
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 management experience managing multifaceted projects and teams, including on-site and virtual management
Previous benefits administration and client consulting experience
Advanced 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
Excellent knowledge of 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
Company
Empyrean
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.
501-1000 employees
Funding
Current Stage
Late StageTotal Funding
$52.99MKey Investors
FTV Capital
2019-11-25Acquired
2015-04-10Series Unknown· $10M
2013-02-27Series Unknown· $41.19M
Leadership Team
Kelly Clark
Chief Information & Technology Officer
Recent News
2024-01-20
Company data provided by crunchbase