Director Of Client Services

Duties And Responsibilities

• Review and understand client scopes of service including Service Level Agreement (SLAs).
• Maintain pulse on industry news and regulations in effectively assisting/consulting both internal and external stakeholders.
• Hold weekly team meetings with assigned Delivery Managers and Support Specialists to deliver company messages and gauge client statuses.
• Proactively inform leadership of project status and issues as they arise across clients.
• The Director will work with their peers to own and resolve issues on their assigned teams and escalate to leadership where necessary.
• Be educated on internal product roadmaps and continuously assess client needs and feedback against service offerings.
• Provide ongoing feedback to direct reports, draft annual and mid-year reviews with feedback from peers and assist in crafting individual team member goals.
• Collaborate with Account Executive and Delivery Manager on the overall account plan for assigned clients including but not limited to review of items such as the ongoing issue logs, upsell opportunities, client relationship and governance statuses and tracking client reference ability.
• Ensure that the team is performing at their highest level and demonstrating the ability to affectively work with others, ongoing operational tasks are functioning smoothly and in a positive manner.
• Proactively manage team resources and staffing needs by evaluating both current and future state needs against current capacity.
• Maintain professional and technical knowledge of the offered services and configurations.
• Collaborate on solutions across functional teams and departments through root cause analysis and information sharing.
• Support Delivery Managers in coordinating multiple projects simultaneously, including but not limited to: annual/open enrollment preparation, ACA project delivery, assisting with new government regulations, new client service work requested by clients.
• Coach, develop and mentor Delivery Managers and Client Support Specialist roles on all aspects of customer service delivery. Make sure these roles manage day to day as well as big picture items for our clients, including scopes of service, work orders, requirements documentation, etc.
• Assess and manage brokers/vendors relationship to build strong partnership and promote growing our existing and new client business.
• Communicate job expectations and establish individual and team goals and objectives that align with the company’s strategic goals including client retention and reference ability, revenue focus and employee engagement.
• Current processes and consulting client and internal team on best practices, alternative methods and unsupported tasks.
• Initiate and drive process improvement projects to build team efficiencies that can be leveraged across all of operations. By doing this, analyze current processes and consulting client and internal team on best practices, alternative methods and unsupported tasks.

Additional job duties and responsibilities may arise when supporting the delivery of administrative services and the Director of Client Services is expected to perform these additional tasks as assigned.

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.

Salary Pay Range: $125,000.00 - $166,000.00