Manager, Client Services

About the Team/Role

As the Manager, Client Service at WEX, you will lead and develop a team of Client Service Managers/Associates, collectively responsible for ensuring exceptional support and service delivery across a portfolio of WEX's key clients. You will oversee all support and service activities for these accounts, with a strong emphasis on driving operational excellence, elevating client satisfaction, and ensuring strategic alignment with WEX's business objectives.

This role requires a leader who instills extreme ownership within their team, guiding them to not only meet but exceed client expectations and drive outcomes that reduce attrition, support renewals, fuel growth, and consistently delight our clients. You will empower your team to serve as the single point of accountability for their clients, fostering trusted partnerships and ensuring transparency across all activities.

You will play a pivotal role in the coaching and development of your team. You will lead by example owning administration for a limited book of clients, jumping into client relationships that are in disrepair or partnering with newer Client Service managers to take implementing clients to ongoing day to day work. You will help your team to maximize inherent and learnt skills to understand each client's business, identify and mitigate risk, implement services and proactively drive client work and projects. Ultimately, reinforcing WEX's value and ensuring long term success for both our clients and WEX.

How you'll make an impact

Team Leadership & Development

• Lead, mentor, and coach a team of Client Service Managers/Associates, fostering a culture of high performance, accountability, and continuous improvement.

• Set clear performance expectations, provide regular feedback, and support the professional growth and development of individual team members.

• Oversee workload distribution and resource allocation within the team to ensure optimal client coverage and service delivery.

• Facilitate knowledge sharing and best practices among the team to enhance service capabilities and problem-solving skills.

Strategic Service Delivery & Client Oversight

• Oversee the planning, direction, and execution of all support and service activities for the team's assigned client portfolio, ensuring delivery meets program and performance standards.

• Guide your team in taking full accountability for client success, acting as a central point of escalation and strategic partner for their respective accounts.

• Ensure the team develops a deep understanding of each client's business, product usage, and service needs to proactively drive value and anticipate future requirements.

• Participate in strategic client meetings and business reviews as needed, providing leadership-level support and guidance to your team.

• Drive initiatives to identify and act on opportunities to reduce client support costs and minimize operational friction through proactive service mechanisms across the client base.

Incident Management & Cross-Functional Collaboration

• Lead the team in effective incident resolution and manage technical escalations, ensuring urgency, transparency, and clear ownership in communication and problem-solving.

• Collaborate closely with sales, product, and support leadership to strategically position WEX as a valuable, reliable partner and to support upsell, cross-sell, and renewal opportunities.

• Monitor overall client satisfaction across the team's portfolio and establish mechanisms to identify and resolve concerns before they impact relationships or revenue.

Operational Excellence & Reporting

• Analyze aggregated support performance data and metrics from your team to identify systemic patterns, root causes, and areas for strategic improvement across service delivery.

• Ensure accurate and consistent maintenance of all service activities, communications, and account health metrics by your team.

• Financial Responsibilities - Oversee financial tracking and reporting, conduct thorough invoice reviews to ensure accuracy and compliance, and maintain accountability for identifying, documenting, and capturing out-of-scope work.

• Contribute significantly to the development and evolution of best practices, playbooks, and processes in account service management and client delivery for the organization.

• Own and/or participate in team-specific initiatives and company-wide workstreams.

Client Management

• Lead delivery of administrative services for a limited number of 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.

• Exhibit advanced wide-ranging experience, using in-depth professional knowledge, acumen, concepts, and company objectives to develop, resolve complex models and procedures.

• Exhibit strong problem-solving skills, applying innovative and effective solutions to complex issues.

• Have a clear understanding of how various disciplines within WEX interrelate and contribute to overall objectives.

• 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.

• Ensure all tasks are documented according to the internal guidelines and updated proactively in the internal system tracking tools to meet deliverable dates. If deliverables are at risk, escalate to client 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.

• Review and evaluate 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. Confirm client delivery and signature.

• Monitor/track out of scope, ACA, and Annual Enrollment revenue against budget.

• Manage capacity and resource assignments, including interview and performance evaluations.

• Work with the call center to make sure they have the correct information to provide high quality service to clients and their employees by making sure call center tools are updated timely and training is coordinated and delivered in advance of changes to a client's service delivery.

• 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 Delivery Manager is expected to perform these additional tasks as assigned.

Experience you'll bring

• Minimum 3 years of experience in a leadership or management role within client service, account management, or service delivery.

• Minimum 7 years of overall experience in the healthcare industry, including benefits administration, with a proven track record of managing mid-market & enterprise-level client relationships and delivering exceptional service.

• Bachelor's degree or equivalent relevant experience.

• Excellent verbal and written communication skills, capable of engaging effectively with both technical and business audiences at various levels.

• Demonstrated ability to deeply understand complex client business needs and translate them into strategic service plans and team initiatives.

• Strong problem-solving and analytical skills, with a focus on root cause resolution, process improvement, and data-driven decision making.

• Proven experience coordinating and leading cross-functional teams to drive results and maintain seamless client delivery.

• Highly accountable and proactive-you take initiative, empower your team, follow through, lead by example and ensure nothing gets dropped.