WEX · 12 hours ago
Manager, Client Services
United States
Full-time
Remote
Mid, Senior Level
$92K/yr - $116K/yr
7+ years expWEX Health is a company focused on delivering exceptional client service, and they are seeking a Manager, Client Services to lead a team of Client Service Managers and Associates. This role involves overseeing client support activities, driving operational excellence, and ensuring strategic alignment with business objectives to enhance client satisfaction and retention.
Financial ServicesFinTechPaymentsSoftware
Responsibilities
Lead, mentor, and coach a team of Client Service Managers/Associates, fostering a culture of high performance, accountability, and continuous improvement
Set clear performance expectations, provide regular feedback, and support the professional growth and development of individual team members
Oversee workload distribution and resource allocation within the team to ensure optimal client coverage and service delivery
Facilitate knowledge sharing and best practices among the team to enhance service capabilities and problem-solving skills
Oversee the planning, direction, and execution of all support and service activities for the team's assigned client portfolio, ensuring delivery meets program and performance standards
Guide your team in taking full accountability for client success, acting as a central point of escalation and strategic partner for their respective accounts
Ensure the team develops a deep understanding of each client’s business, product usage, and service needs to proactively drive value and anticipate future requirements
Participate in strategic client meetings and business reviews as needed, providing leadership-level support and guidance to your team
Drive initiatives to identify and act on opportunities to reduce client support costs and minimize operational friction through proactive service mechanisms across the client base
Lead the team in effective incident resolution and manage technical escalations, ensuring urgency, transparency, and clear ownership in communication and problem-solving
Collaborate closely with sales, product, and support leadership to strategically position WEX as a valuable, reliable partner and to support upsell, cross-sell, and renewal opportunities
Monitor overall client satisfaction across the team's portfolio and establish mechanisms to identify and resolve concerns before they impact relationships or revenue
Analyze aggregated support performance data and metrics from your team to identify systemic patterns, root causes, and areas for strategic improvement across service delivery
Ensure accurate and consistent maintenance of all service activities, communications, and account health metrics by your team
Oversee financial tracking and reporting, conduct thorough invoice reviews to ensure accuracy and compliance, and maintain accountability for identifying, documenting, and capturing out-of-scope work
Contribute significantly to the development and evolution of best practices, playbooks, and processes in account service management and client delivery for the organization
Own and/or participate in team-specific initiatives and company-wide workstreams
Lead delivery of administrative services for a limited number of 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 their 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
Qualification
Required
Minimum 3 years of experience in a leadership or management role within client service, account management, or service delivery
Minimum 7 years of overall experience in the healthcare industry, including benefits administration, with a proven track record of managing mid-market & enterprise-level client relationships and delivering exceptional service
Bachelor's degree or equivalent relevant experience
Excellent verbal and written communication skills, capable of engaging effectively with both technical and business audiences at various levels
Demonstrated ability to deeply understand complex client business needs and translate them into strategic service plans and team initiatives
Strong problem-solving and analytical skills, with a focus on root cause resolution, process improvement, and data-driven decision making
Proven experience coordinating and leading cross-functional teams to drive results and maintain seamless client delivery
Highly accountable and proactive—you take initiative, empower your team, follow through, lead by example and ensure nothing gets dropped
Benefits
Health, dental and vision insurances
Retirement savings plan
Paid time off
Health savings account
Flexible spending accounts
Life insurance
Disability insurance
Tuition reimbursement
Company
WEX
Wex is a financial technology service provider for fleet, travel and healthcare industries.
5001-10000 employees
Funding
Current Stage
Public CompanyTotal Funding
$900MKey Investors
Warburg Pincus
2025-02-25Post Ipo Debt· $500M
2020-06-30Post Ipo Equity· $90M
2020-06-30Post Ipo Debt· $310M
Leadership Team
Melissa Smith
Chair and Chief Executive Officer
Sachin Dhawan
Chief Technology Officer
Recent News
Morningstar.com
2026-01-22
2026-01-20
2026-01-20
Company data provided by crunchbase