Position Overview

The Client Manager is responsible for day-to-day account management and service delivery for a portfolio of small to mid-sized employer clients (typically 50-2,000 employees). This role partners closely with Producers/Consultants to deliver high-quality benefits consulting, ensure client satisfaction, and support retention and growth within the book of business.

The ideal candidate is a proactive relationship manager with strong technical knowledge of health & welfare benefits and the ability to manage multiple client programs in a fast-paced environment.

Key Responsibilities

Client Relationship Management

• Serve as the primary point of contact for assigned clients, building strong, trust-based relationships with HR and executive stakeholders.
• Deliver ongoing service, strategy execution, and issue resolution across all aspects of the benefits program.
• Lead regular client check-ins, stewardship meetings, and renewal preparation timelines.

Account Management & Execution

• Oversee day-to-day service needs including eligibility, claims issues, billing inquiries, and carrier/vendor coordination.
• Manage renewal processes end-to-end, including data gathering, marketing, carrier negotiations, and presentation materials.
• Ensure accurate implementation of plan changes, new lines of coverage, and compliance updates.

Benefits Consulting Support

• Partner with Producers/Consultants to deliver strategic recommendations aligned with client goals (cost control, employee experience, compliance).
• Analyze plan performance, utilization, and financial data to identify trends and opportunities.
• Provide guidance on plan design, funding strategies (fully insured vs. level-funded), and vendor solutions.

Carrier & Vendor Coordination

• Develop and maintain strong relationships with insurance carriers and third-party vendors.
• Advocate on behalf of clients to resolve escalated service issues and secure competitive terms.
• Coordinate implementation and onboarding of new vendors or benefit offerings.

Compliance & Education

• Support clients with compliance requirements including ACA, COBRA, ERISA, and state-specific mandates.
• Assist with employee communications, open enrollment materials, and benefit education initiatives.
• Stay current on industry trends and regulatory changes impacting small-to-mid-size employers.

Book of Business Management

• Manage a portfolio of clients (typically 25-50 groups depending on complexity).
• Ensure high client retention through proactive service and strategic engagement.
• Identify cross-sell and upsell opportunities in collaboration with Producers.

Qualifications

Required Experience

• 4-8+ years of experience in employee benefits brokerage, consulting, or account management.
• Experience supporting small to mid-sized employer groups (50-2,000 lives).
• Strong understanding of health & welfare benefits (medical, dental, vision, life, disability).

Technical Expertise

• Knowledge of:
  • Fully insured and level-funded plans
  • Renewal and marketing processes
  • Claims and utilization reporting
  • Compliance basics (ACA, COBRA, ERISA)
• Experience working with major carriers (e.g., Anthem, UnitedHealthcare, Kaiser, Aetna/CVS).

Skills & Competencies

• Strong client-facing and communication skills.
• Highly organized with the ability to manage multiple accounts and deadlines.
• Detail-oriented with strong problem-solving capabilities.
• Collaborative team player with a proactive, service-oriented mindset.

Preferred Qualifications

• Active California Life & Health License (or ability to obtain).
• Experience with benefits administration platforms (e.g., Ease, Employee Navigator, bswift).
• Exposure to ancillary coverages and voluntary benefits.
• Bachelor's degree or equivalent experience.