Job Description

About Team / Role

As a Strategic 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, minimizing downtime, and proactively solving problems before they escalate. 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.

• 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 complexissues.

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

• Communicate and consult with clients on issues, system functionality, best practice, industrystandards legislative changes and on other service delivery functions with a consultativeapproach.

• Ensure all tasks are documented according to the internal guidelines and updated proactively inthe internal system tracking tools to meet deliverable dates. If deliverables are at risk, escalateto 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 withleadership as well as with peers in the event of a global issue impacting other clients.

• Review and evaluate work orders for client requests, estimate work effort and required tasksacross cross functional team members. Ensure scope, assumptions and fees are documentedcorrectly, and obtain proper internal reviews prior to sending to the client for approval. Confirmclient 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 qualityservice to clients and their employees by making sure call center tools are updated timely andtraining is coordinated and delivered in advance of changes to a client’s service delivery.

• Identify training opportunities and suggest process improvements to streamline ongoingdelivery. Additional job duties and responsibilities may arise when supporting assigned clients indelivering administrative services and the Client Delivery Manager is expected to perform theseadditional tasks as assigned.

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

• Coach and mentor colleagues.

• May manage direct reports.

Experience You'll Bring

• Minimum 10+ years experience in the healthcare industry, including Benefits Administration.

• Bachelor's degree or related field experience.

• Significant subject-specific skills.

• Proven experience managing enterprise-level client relationships and delivering exceptional service.

• People management experience.

• 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, change management, business acumen, persuasive communication, and leadership skills.

• 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, follow through, and ensure nothing gets dropped and share knowledge and expertise with others.

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.Pay Range: $86,100.00 - $116,000.00