Empyrean
Company Description
The Associate Client Service Manager is accountable for client satisfaction, relationship building, and resource management for aligned clients. A typical client alignment consists of a group of clients with various sizes and complexities. The Associate Client Service Manager oversees all aspects of benefits administration delivery for clients both internally and externally.
Responsibilities
Build and manage trusted client partnerships; 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 appropriate integration between administrative and Shared Services teams (COBRA, BPSS, Service Center) with senior resource support while building proficiency.
Ensure quality delivery of all services as per the client’s Statement of Work.
Manage and be accountable for timely and accurate client invoicing.
Work with senior resource to recognize and collect Out‑of‑Scope revenue and upsell opportunities to meet revenue targets.
Manage client resource needs and escalated staffing shortages to the Director.
Hold aligned resources accountable for behaviors that support Empyrean’s policies and procedures.
Build and maintain client Project Plans, Open Items List, Status Calls, and Correspondence for each implementation.
Ensure testing of all new functionality, including test plan creation, test population identification, and execution, is completed successfully by the aligned resource team.
Review and ensure client‑specific processing guides are available by the go‑live date.
Coordinate with the finance department on all financial setup and administration for the client with senior resource support.
Perform other duties as assigned.
Required Skills and Abilities
Excellent customer focus/service orientation.
Excellent written and verbal communication skills.
Strong MS Office suite skills.
Continuous improvement and teamwork mindset.
Ability to estimate, negotiate, acquire, and manage resources, including people and budgets.
Proven ability to establish critical path in complex client situations and manage to meet deadlines.
Proactive in resolving conflicts among team members.
Ability to influence others individually and in group settings to obtain client commitment and grow business opportunities.
Proficiency in coaching others.
Knowledge, Experience, and Education Requirements
Bachelor’s degree preferred but not required. In lieu of a degree, equivalent years of experience in business analytics, management information systems, human resources management, benefits administration, or a related field.
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 the aligned service area (Health & Welfare).
Basic knowledge of overall financial management.
Understanding of benefits outsourcing systems and application platforms.
Prior exposure to project management tools and techniques, following best practice to initiate, take responsibility for, and achieve defined project outcomes.
Any equivalent combination of education, experience, and training that provides the required knowledge, skills, and abilities will be considered.
Other Requirements
Ability to travel on an as‑needed basis (up to 10%).
Must be available outside of core business hours on an as‑needed basis.
Empyrean is an Equal Opportunity Employer, including disability and protected veteran status.
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Responsibilities
Build and manage trusted client partnerships; 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 appropriate integration between administrative and Shared Services teams (COBRA, BPSS, Service Center) with senior resource support while building proficiency.
Ensure quality delivery of all services as per the client’s Statement of Work.
Manage and be accountable for timely and accurate client invoicing.
Work with senior resource to recognize and collect Out‑of‑Scope revenue and upsell opportunities to meet revenue targets.
Manage client resource needs and escalated staffing shortages to the Director.
Hold aligned resources accountable for behaviors that support Empyrean’s policies and procedures.
Build and maintain client Project Plans, Open Items List, Status Calls, and Correspondence for each implementation.
Ensure testing of all new functionality, including test plan creation, test population identification, and execution, is completed successfully by the aligned resource team.
Review and ensure client‑specific processing guides are available by the go‑live date.
Coordinate with the finance department on all financial setup and administration for the client with senior resource support.
Perform other duties as assigned.
Required Skills and Abilities
Excellent customer focus/service orientation.
Excellent written and verbal communication skills.
Strong MS Office suite skills.
Continuous improvement and teamwork mindset.
Ability to estimate, negotiate, acquire, and manage resources, including people and budgets.
Proven ability to establish critical path in complex client situations and manage to meet deadlines.
Proactive in resolving conflicts among team members.
Ability to influence others individually and in group settings to obtain client commitment and grow business opportunities.
Proficiency in coaching others.
Knowledge, Experience, and Education Requirements
Bachelor’s degree preferred but not required. In lieu of a degree, equivalent years of experience in business analytics, management information systems, human resources management, benefits administration, or a related field.
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 the aligned service area (Health & Welfare).
Basic knowledge of overall financial management.
Understanding of benefits outsourcing systems and application platforms.
Prior exposure to project management tools and techniques, following best practice to initiate, take responsibility for, and achieve defined project outcomes.
Any equivalent combination of education, experience, and training that provides the required knowledge, skills, and abilities will be considered.
Other Requirements
Ability to travel on an as‑needed basis (up to 10%).
Must be available outside of core business hours on an as‑needed basis.
Empyrean is an Equal Opportunity Employer, including disability and protected veteran status.
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