Relationship Manager III

Wageworks Milwaukee , WI 53201

Posted 6 months ago

Check out the following fantastic career opportunity!

POSITION TITLE

Relationship Manager III

OVERVIEW AND REPORTING RELATIONSHIP

With minimal supervision and substantial latitude for independent judgment and discretion, this position oversees all aspects of the client relationship at the employer level following the implementation and initial introduction of WageWorks benefits plans and ensures customers are completely satisfied with WageWorks products and services. This position is the primary manager for the largest national accounts including global Fortune 100 companies that typically contract multiple, highly complex and often customized products that may require customized reporting. This position delivers value-added consulting services, increases participation within assigned accounts and drives customer revenue opportunities through change orders, customization fees, and professional services.

OTHER REPRESENTATIVE DUTIES

  • With a proactive approach and acting as a client advocate for best practices, manages all aspects of the client relationship and works to ensure client satisfaction.

  • Partners directly with the client's key operational and strategic contacts as well as executive "buyers."

  • Analyzes client-specific utilization, trends and service level metrics, provides periodic service reviews, and communicates new product and feature releases to drive client loyalty and increase employee participation.

  • Owns both process and outcomes of client issues and in collaboration with internal business partners is accountable to drive research into determining root cause analysis of issues and to proactively communicate feedback to the client.

  • Utilizes Project and Change Management skills for clients' acquisition/divestiture activity as well as complex plan design and customization change requests.

  • Coordinates and/or delivers follow-up training and education to employer contacts beyond initial implementation and channels client product feedback to the product development and information technology teams.

  • Leads internal team of product subject matter experts and assigned internal department contacts to ensure success in all areas of management including operations, sales, and finance.

  • Builds valued-partner relationship with the client to understand and meet the client's benefits strategy and needs. Identifies opportunities for increased participation in existing products and services and works cooperatively with internal organizations to achieve increases and ensure employee participation targets are met.

  • Working closely with the Sales team, participates in the RFP process and identifies opportunities to increase the mix of products and services provided to the client.

  • Works cooperatively with internal WageWorks departments, including Customer Service, Operations, IT, Card Operations, and/or National Transit teams, to resolve issues and improve internal processes that affect customer satisfaction. Provides insight on client benefit practices and needs to product management and development functions.

  • Tracks all contacts and other client critical information utilizing the internal salesforce automation system; channels client product feedback to the WageWorks Product Development team.

  • Maintains and understands clients' multi-location, multi-level organizational structure. Maps client structure to WageWorks internal departments including Sales and Client Service management team.

  • Maintains current knowledge and understanding of Company products, services and other aspects on which this position provides client service.

  • Continually builds knowledge and capabilities within the benefits industry and stays abreast of competitive trends.

QUALIFICATIONS

The ability and skill to effectively service clients with 5,000+ employees as obtained through at least six or more years of account management experience in a related field environment with large, multi-location employers; and at least 3-5 years experience in dealing with multiple senior level contacts at Fortune 100 companies is required.

Experience performing consulting, client service, account management, customer service or call center experience in a sales support environment is required.

Requires excellent data gathering and analysis skills, utilizing reports, spreadsheets, web-based applications, and other software tools. The ability to assess and resolve simple to complex issues related to products, service delivery or payroll issues is essential.

Exceptional organizational and time management skills, orientation to detail as well as a high commitment to client satisfaction are required. The ability to handle multiple tasks/priorities under time constraints is required. The abilities to proactively identify client needs and offer solutions as well as build rapport and effectively communicate at multiple levels in the client organization are essential.

Excellent communication, listening and interpersonal skills required. Requires self-confidence and the ability to work independently. Ability to interact effectively with clients, sales team members, operations, customer service and other internal departments as described is required.

Advanced Project Management experience and skills required including preparing and presenting to all levels of the organization, and especially to executive level client contacts.

Knowledge and expertise in or the ability to rapidly learn the Company's products and services is required.

Knowledge of FSA, HSA, Commuter or other tax-advantaged benefits, payroll, GL and accounting is required.

EDUCATION

Knowledge of business administration, finance or accounting as normally obtained through the completion of a Bachelor's Degree in Business Administration, Management, Finance or a related field.

LOCATION

Milwaukee, WI

Build Your Career at WageWorks!

WageWorks enables millions of people to save money on critical expenses like healthcare, dependent care, and commuting, through Consumer-Directed Benefits, such as Health Savings Accounts (HSAs), Flexible Spending Accounts (FSAs), Health Reimbursement Arrangements (HRAs) and Commuter Benefits. WageWorks is a leader in the industry serving more than 6.5 million people for over 100,000 employers, including 63% of the Fortune 500 and numerous public sector clients.

WageWorks believes that our success is achieved by its People. Values describe how we work together to achieve our success. It is our employees that drive results through living our Company Values. Every employee at WageWorks is expected to uphold and demonstrate the six Company Values listed below as an additional component of the job description and as a standard of individual performance.

Customer-Centric: Our Customer comes first. We aim to serve our Clients and their employees, our brokers and partners, as well as our internal customers.

Caring: People are at the heart of our company. We care about people: our Clients, our Clients' employees and their families, our partners, and local communities, and our fellow employees at WageWorks.

Passionate: We love what we do and are passionate about delivering Consumer-Directed Benefits that save people money and enrich their lives.

Accountable: We are dedicated to making our team and the company succeed, and we are open, honest, ethical and conscientious, as we deliver on our commitments.

Leading: Our actions inspire new ideas and drive change each and every day.

Respectful: We value the diversity of our people, treat them with dignity and respect, encourage their development and reward their performance.

Why Work for WageWorks?

If you're looking for a career that provides plenty of growth opportunities, responsibility, and interesting challenges to tackle, you will find it here.

If you want to join a fast-moving, high-growth, exciting company that's a market leader, you're looking in the right place.

But mostly, if you want to help people live happier, healthier, and more productive lives, then you'll want to work for WageWorks.

WageWorks provides equal employment opportunity without regard to pregnancy, childbirth or related medical conditions, race, religious creed, color, national origin or ancestry, citizenship, mental or physical disability (including HIV and AIDS), medical condition, veteran or military status, marital or registered domestic partnership status, age, sex, sexual orientation, genetic information, gender identity or any other basis protected by federal, state or local law, ordinance or regulation.

Employment will require successful completion of a background check.

Equal Opportunity for Disabled Veterans, Recently Separated Veterans, Other Armed Forces Service Medal Veterans.

Drug free workplace.


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