Senior Client Service Manager – Individual Marketplace Benefits

Job Description

Director- Client Service and Delivery | WTW

The Tone:
This is a senior-level, full-time remote role at WTW, preferably near Salt Lake City, Utah, or Dallas, Texas. WTW’s Via Benefits individual marketplace offers tailored health benefits solutions beyond traditional group plans, helping employers manage costs and administrative burdens, while assisting millions of people in finding health insurance. This role is crucial for maintaining and growing strategic client relationships within the Via Benefits client management team, ensuring client satisfaction and the successful delivery of services to clients who utilize Via Benefits retiree programs.

The TL;DR
• Role: Full Time
• Location: Remote (must be within reasonable distance to a local WTW office and major airport; Salt Lake City, Utah, and Dallas, Texas preferred)
• Pay: $85000–$105000 yearly
• Team: Via Benefits client management team within the Individual Marketplace service line
• Mission: Owns strategic relationship management and consultative services for Via Benefits clients, ensuring satisfaction and retention.
• Tech Stack: Excel, Pega, JIRA, Salesforce, SmartSheet, Confluence

What You’ll Actually Do
• Client Portfolio Management: Retain, grow, and strategically manage large client account portfolios, collaborating with the client management team.
• Subject Matter Expertise: Build credibility and trust by developing and implementing new solutions as the subject matter expert in Medicare, Health Reimbursement Arrangements, and internal processes.
• Consultative Client Engagement: Develop a deep understanding of client needs and business issues to provide consultative services on service, communications, and funding strategies to executive-level client contacts, including C-suite representatives.
• Data Analysis and Reporting: Prepare, analyze, and present operational and financial data effectively to clients and consultants, interpreting statistical reports and all other available benefits data.
• Service Delivery Oversight: Oversee administration, working closely with supporting areas to ensure service delivery meets contract requirements and proactively address client concerns to ensure satisfaction and retention.

The Must-Haves
• Background: Senior-level. Bachelor’s degree preferred; core domain knowledge in healthcare benefits administration or medical insurance, especially Medicare, and Health Reimbursement Arrangements.
• Experience: 10+ years of insurance industry experience servicing accounts; 10+ years successfully managing an employer/client book of business.
• Skills: Strong consultative approach to problem-solving and project management, ability to build and manage multiple client relationships at the most senior levels, influencing key stakeholders, high business acumen, team-oriented, polished and well-developed oral and written communication skills, strong presentation skills, proficient in Microsoft Office (PowerPoint, Word, Excel).
• Bonus: Experience with call center operations; experience with Pega, JIRA, Salesforce, SmartSheet, Confluence; State life and health license; CEBS, GBA, PHR, CLUE or equivalent; funding concepts experience; understanding of the regulatory environment of employee benefits plans.