Strategic Client Service Manager

This position is posted by Jobgether on behalf of a partner company. We are currently looking for a Strategic Client Service Manager in the United States.

This role sits at the center of high-value client relationships, ensuring seamless service delivery across complex, enterprise-level accounts. You will act as the primary point of accountability for client experience, driving operational excellence while strengthening long-term partnerships. The position requires a proactive, consultative mindset to anticipate client needs, prevent service disruptions, and ensure alignment between client goals and internal delivery teams. You will collaborate closely with sales, product, operations, and support functions to ensure consistent execution and value realization. In addition to managing day-to-day service delivery, you will also play a strategic role in identifying improvements, optimizing processes, and supporting client growth and retention. This is a highly visible role where strong communication, ownership, and cross-functional influence are essential to success.

• Lead end-to-end service delivery for large and complex client accounts, ensuring timely execution of deliverables and proactive communication when risks arise.
• Serve as the single point of accountability for client experience, ensuring alignment between client expectations, operational execution, and business outcomes.
• Manage client requests, work orders, and service requirements by coordinating cross-functional teams and defining scope, effort, and timelines.
• Monitor service performance, budgets, and out-of-scope activity while ensuring proper documentation and approvals are in place.
• Conduct root cause analysis for escalated issues and collaborate with internal stakeholders to implement long-term solutions.
• Partner with call center and support teams to ensure accurate tools, updated processes, and effective training for service delivery consistency.
• Identify opportunities for process improvement, service optimization, and enhanced client satisfaction.
• Contribute to team initiatives, mentor colleagues, and support resource planning and performance management where applicable.

Requirements

This role requires extensive experience in client service management within healthcare or benefits administration environments, with a strong focus on enterprise-level accounts. Candidates should bring 10+ years of experience, along with a bachelor’s degree or equivalent professional background. Proven ability to manage complex client relationships, lead cross-functional initiatives, and drive service excellence is essential. Strong analytical and problem-solving skills are required, particularly in root cause analysis and process improvement. Success in this role depends on excellent communication skills, both technical and business-facing, as well as the ability to influence stakeholders and manage competing priorities. Leadership experience, including mentoring or managing teams, is strongly preferred.

• 10+ years of experience in healthcare or benefits administration
• Proven experience managing enterprise client relationships
• Strong background in client service delivery and operational execution
• Experience coordinating cross-functional teams and complex workflows
• Strong analytical and root cause problem-solving skills
• Excellent communication and stakeholder management abilities
• Leadership or people management experience preferred
• Bachelor’s degree or equivalent experience

Benefits

• Competitive base salary with performance-based bonus eligibility
• Comprehensive medical, dental, and vision insurance
• 401(k) retirement savings plan
• Paid time off, holidays, and flexible leave policies
• Health savings and flexible spending accounts
• Tuition reimbursement and professional development support
• Life, disability, and additional insurance coverage options
• Inclusive and collaborative work environment focused on growth and impact