Client Delivery Manager

About the Team/Role

The Client Delivery Manager (CDM) is a key role responsible for overseeing the full lifecycle of a designated client portfolio. The CDM serves as the primary point of contact for clients, managing the relationship, driving project timelines, and ensuring the successful delivery of our platform and services.

In this role, you take ownership of the client experience while driving outcomes that reduce attrition, support renewals and growth. As the primary point of contact you balance accountability, high-level strategic partnership with deep technical execution. This includes the hands-on building and configuration of complex benefit plans within the system and the meticulous interpretation and mapping of EDI files to ensure seamless data exchange. As a CDM, you provide essential support to junior team members.

You will play a key role in understanding each client's business and product, proactively solving problems through comprehensive ACA code reviews, reporting management, and technical troubleshooting before issues escalate. By bridging the gap between client needs and system functionality, you will collaborate cross-functionally with sales, product, and support teams to reinforce WEX's value, ensuring technical accuracy and long-term success for both the client and WEX.

How you'll make an impact

• Manage all aspects of the client relationship, working to anticipate needs, address concerns, and ensure a high level of client satisfaction.

• Oversee and manage all annual, recurring and ad hoc projects for your client portfolio, including the entire open enrollment and rollover processes, EDI files, ACA site prep and code report reviews, and imports, ensuring all deadlines are met.

• Serve as a knowledgeable resource for clients on Health & Welfare administration principles and practices, providing guidance on platform functionality and data management.

• Provide guidance on platform functionality and data management. This includes the technical ability to interpret and translate complex Plan Documents and Summary Plan Descriptions (SPDs) to accurately configure and maintain benefit plan builds within the platform.

• Provide clear and timely communication to clients and internal stakeholders, proactively documenting progress on all deliverables and projects.

• Act as the primary point of contact for all client questions, troubleshooting issues and coordinating with internal teams to find effective solutions.

• Act as a client advocate by proactively collecting and communicating product feedback, including system bug reports and enhancement requests, to drive platform improvement and ensure a positive user experience.

• Provide guidance to junior team members and peers by sharing knowledge and owning first-level escalations.

• Participate in team-wide training efforts to ensure best practices are shared and adopted.

Experience you'll bring

• Proven experience in a client-facing role, preferably within the benefits administration industry.

• Demonstrated ability to successfully manage multiple projects with strict deadlines.

• Strong analytical and problem-solving skills with a history of identifying and resolving complex issues.

• Excellent written and verbal communication skills with the ability to effectively communicate with both clients and internal teams.

• Foundational knowledge of Health & Welfare administration principles and practices.

• Communication: Ability to read, interpret and write complex reports and business correspondence related to business, technical, legal and other such matters as they relate to the position as well as the ability to speak/listen clearly and effectively to persons at multiple levels both inside and outside of the company. Strong verbal and written communication skills including the ability to provide detailed internal and external communications to successfully document instruction and process.

• Analytical: Ability to understand limited cause and effect, create instructions, solve practical problems and deal with a variety of complex variables in situations where only limited standardization exists. Must be capable of critical thinking. Ability to anticipate problems before they escalate and the ability to be prepared to propose a solution. Problem solving skills with the ability to demonstrate a disciplined and logical thought process for each situation. The ability to find innovative alternatives to issues prior to evaluating and making decisions.

• Planning/Organizing: Plans and arranges a significant portion of own work against defined objectives. Ability to prioritize and multitask on different projects and to ensure deadlines are met.

• Computer: Proficient in Microsoft Office and Google Suites, including but not limited to:

  • Excel/Google Sheets - pivot tables, V look-up, simple queries

  • Word/Google Docs - letter writing and PDF creation

  • Outlook/Gmail - creating and responding to emails, scheduling meetings