Position Overview

The Client Manager serves as the primary day-to-day contact for clients, ensuring seamless delivery of employee benefits programs within a brokerage environment. This role is responsible for managing account activity, coordinating service delivery, and supporting strategic initiatives led by the Benefits Consultant or Producer.

The Client Manager plays a critical role in client retention by delivering high-quality service, proactively resolving issues, and maintaining strong relationships with clients, carriers, and internal teams.

Key Responsibilities

Client Service & Relationship Management

• Act as the primary point of contact for clients on day-to-day service needs and inquiries
• Build and maintain strong client relationships across HR, finance, and leadership teams
• Ensure timely and accurate responses to client requests, issues, and escalations
• Support client meetings, including preparation of materials, reporting, and follow-up actions
• Promote proactive communication to anticipate client needs and enhance satisfaction

Account Management & Execution

• Manage the full lifecycle of client accounts, including renewals, implementations, and ongoing service
• Coordinate internal resources (consultants, analysts, compliance, wellness) to deliver integrated solutions
• Oversee plan changes, eligibility updates, and vendor transitions
• Maintain accurate client records, plan details, and documentation

Renewal & Marketing Support

• Support renewal process by gathering data, coordinating with carriers, and preparing submissions
• Assist in evaluating carrier proposals and compiling comparison reports
• Help develop client renewal presentations, including financials and plan recommendations
• Ensure smooth execution of renewal decisions and implementation of new programs

Vendor & Carrier Coordination

• Interface with insurance carriers, TPAs, and vendors to resolve service and claims issues
• Monitor vendor performance and escalate concerns when necessary
• Support implementation and ongoing management of benefit vendors
• Maintain knowledge of carrier systems, processes, and contacts

Employee Communications & Enrollment

• Support development and execution of open enrollment strategies
• Coordinate employee communications, materials, and meetings
• Assist with enrollment processes and troubleshooting employee issues
• Ensure a smooth and positive employee experience during enrollment periods

Compliance & Administration

• Support clients with basic compliance needs (e.g., notices, filings, documentation)
• Coordinate with compliance specialists for more complex regulatory matters
• Ensure adherence to internal processes and quality standards
• Stay current on benefits regulations impacting clients

Qualifications

Required

• 3-7+ years of experience in employee benefits brokerage or consulting
• Experience supporting client accounts, renewals, and service delivery
• Strong understanding of health & welfare benefits (medical, dental, vision, ancillary)
• Excellent organizational and project management skills
• Strong communication and client service orientation

Preferred

• Experience with mid-market or large group clients
• Active Life & Health insurance license (or ability to obtain)
• Familiarity with HRIS and benefits administration platforms
• Industry certifications (e.g., CEBS)

Key Competencies

• Client service excellence and relationship management
• Attention to detail and follow-through
• Project management and coordination
• Problem-solving and responsiveness
• Communication and interpersonal skills
• Ability to manage multiple priorities in a fast-paced environment

Success Profile

A successful Client Manager is a detail-oriented relationship manager and execution expert-someone who ensures nothing falls through the cracks, keeps clients informed and supported, and consistently delivers a high-quality service experience.