Sr Client Service Manager

WEX; United States; Remote; USD 71,000 - 90,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

401(k)

Paid time off

Health savings account

Flexible spending accounts

Life insurance

Disability insurance

Tuition reimbursement

Job summary

WEX is seeking a Sr. Client Service Manager to oversee delivery and quality of services for a portfolio of key clients. You will own the client experience, drive outcomes that reduce attrition, support renewals, and align services with client goals.

You will collaborate with sales, product, and support teams to reinforce WEX’s value and ensure long-term success for both the client and the company. Strong leadership and analytical skills are essential.

Qualifications

• Experience in healthcare benefits administration and client service delivery.
• Proven ability to manage complex client relationships and multi-team coordination.
• Strong analytical, problem-solving, and communication skills.

Responsibilities

• Oversee delivery of client services across accounts and ensure service excellence.
• Own the client experience, drive renewals, and reduce attrition through outcomes.
• Collaborate with sales, product, and support to reinforce value and success.

Skills

Healthcare industry knowledge

Benefits Administration

Client relationship management

Communication skills

Leadership skills

Problem-solving

Cross-functional coordination

Education

Bachelor’s degree or related field

Job description

About Team / Role

As a Sr. Client Service Manager at WEX, you will be responsible for ensuring exceptional support and service delivery to a portfolio of key clients. You will oversee all support and service activities across these accounts, with a focus on driving operational excellence, client satisfaction, and strategic alignment.

In this role, you are expected to take extreme ownership of the client experience—ensuring we are not only meeting expectations but driving outcomes that reduce attrition, support renewals, fuel growth, and consistently delight our clients. You will serve as the single point of accountability for your clients, building trusted partnerships and ensuring transparency across all activities.

You will play a key role in deeply understanding each client’s business and product implementation, identifying service needs, and proactively solving problems before they scale. You will also collaborate cross-functionally with sales, product, and support teams to reinforce WEX’s value and ensure long-term success for both the client and WEX.

How You’ll Make an Impact

• Lead delivery of administrative services for large and complex 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.
• Have complete knowledge and full understanding of Health & Welfare administration principles and practices.
• Demonstrate strong analytical and problem‑solving skills by thoroughly assessing issues, identifying root causes, and developing creative and effective solutions.
• Resolve and evaluate a broad range of issues using creative strategies and recommend creative approaches to enhance outcomes.
• Perform work autonomously, receiving oversight from managers or subject matter experts at key stages.
• 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.
• Proactively communicate status and progress of account work and issues to internal and external stakeholders.
• Ensure all tasks are documented according to the internal guidelines and updated proactively in the internal task management tool to meet deliverable dates. If deliverables are at risk, elevate to client and/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.
• Draft, maintain and communicate 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.
• Review monthly invoices for accuracy including client standard fee schedule, out of scope items and revenue recognition.
• Work with the call center to make sure they have the correct information to provide high quality service to clients and their employees by ensuring the call center tools are updated timely and accurately, and training is coordinated and delivered in advance of changes to a client’s service delivery.
• Review and respond to call center escalations and member level cases by delegating to the Client Service Associate/Manager for assigned clients.
• Analyze and interpret all client materials used for benefit administration to ensure that they are current and meet quality standards.
• Lead all internal requirements documentation creation and ensure other benefit related materials are consistent with the client’s specifications and are properly and professionally prepared.
• Lead the annual enrollment process including reviewing annual plan design changes, updating requirement documents, driving team work to meet milestones, mitigating risks for deliverable misses, delivering client test plans and completing other tasks based on the project plan.
• Lead testing work flows for clients and internal teams to ensure quality system work and updates.
• 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 Service Manager is expected to perform these additional tasks as assigned.

Experience You’ll Bring

• Minimum 5-10 years experience in the healthcare industry, including Benefits Administration
• Bachelor’s degree or related field
• Proven experience managing client relationships and delivering exceptional service
• Strong subject-specific skills, decision-making, critical-thinking
• Strong organizational skills, effective team collaboration and developing persuasive communication, and leadership skills.
• Excellent verbal and written communication skills across technical and business audiences
• Demonstrated ability to deeply understand client business needs and translate them into strategic service plans
• Strong problem‑solving and analytical skills, with a focus on root cause resolution and process improvement
• Experience coordinating cross-functional teams to drive results and maintain seamless client delivery
• Highly accountable and proactive—you take initiative and follow through.

Pay Range: $70,900.00 - $89,500.00

The base pay range represents the anticipated low and high end of the pay range for this position. Actual pay rates will vary and will be based on various factors, such as your qualifications, skills, competencies, and proficiency for the role. Base pay is one component of WEX’s total compensation package. Most sales positions are eligible for commission under the terms of an applicable plan. Non-sales roles are typically eligible for a quarterly or annual bonus based on their role and applicable plan. WEX’s comprehensive and market competitive benefits are designed to support your personal and professional well-being. Benefits include health, dental and vision insurances, retirement savings plan, paid time off, health savings account, flexible spending accounts, life insurance, disability insurance, tuition reimbursement, and more. For more information, check out the “About Us” section.

Benefits

• health, dental and vision insurances
• retirement savings plan
• paid time off
• health savings account
• flexible spending accounts
• life insurance
• disability insurance
• tuition reimbursement
• and more