Client Manager

About the role

Independently service a designated book of business, developing strong, trusting relationships with school clients and responding to all inquiries within 24 business hours. Serve as the primary day-to-day contact for working-level staff who run the program at each institution, partnering with the Client Executive who owns decision-maker relationships. Report to the SVP and Student Insurance leadership on account status, financial, servicing, and renewal progress as needed and upon request.

Responsibilities

• Conduct regular meetings and strategic reviews to discuss plan performance, address concerns, and explore opportunities to improve service.
• Manage day-to-day client servicing, resolving inquiries and complaints related to insurance products, policy changes, benefits, claims, and billing.
• Demonstrate a working understanding of routine coverages and policy terms, and explain them clearly to schools, students, and families.
• Build and maintain a client service calendar aligned to the academic year to keep enrollment periods, waiver deadlines, and renewal milestones on schedule.
• Manage the claims email inboxes, handling claims questions from members, customers, and providers.
• Manage the customer service phone line, answering inquiries and following up on issues until resolved.
• Support students and families through enrollment and waiver processes, including questions about eligibility, coverage, and deadlines.
• Coordinate with carriers and third-party administrators on claims research and escalation, elevating complex matters to the Client Executive.
• Support the setup, testing, and ongoing maintenance of client enrollment portals.
• Maintain client files and records in Salesforce, AMS360, and other systems, documenting all account activity clearly enough for others to pick up.
• Uphold documentation, data-accuracy, and errors-and-omissions (E&O) standards across client records and member interactions.
• Assess and act on opportunities to develop additional account revenue by cross-selling other products in the portfolio.
• Stay current on student insurance products, carrier partners, and the regulatory landscape affecting school and student coverage.
• Perform additional duties and special projects as assigned.
• Travel for internal onsites and client meetings on a quarterly basis and as directed by the SVP.

Qualifications

• Minimum 3 to 5 years of account management experience in the insurance industry.
• Willing and able to work Pacific Time business hours, regardless of home location.
• Active Accident & Health or Life & Health license in the state of residence, required within 90 days of hire, with willingness to obtain non-resident licenses as needed.
• Bachelor's degree or equivalent work experience.
• Excellent verbal and written communication, with the ability to address complex issues and present solutions clearly.
• Significant attention to detail.
• Ability to handle escalations involving students and educational institutions effectively.
• Proficiency with Microsoft 365 (Outlook, Teams, Excel, Word, SharePoint).
• Proficiency with Salesforce and AMS360.

Skills

• Client service: builds trust with school partners and keeps them well served and well informed.
• Composure: handles member and provider calls with patience, including in difficult moments.
• Communication: explains coverage, claims, and policy terms clearly, in writing and by phone.
• Attention to detail and strong follow-through across many open items at once.
• Analytical and problem-solving strength, with sound judgment about when to escalate.

Nice to Have

• Background in student health.
• Spanish speaking.
• Experience with student enrollment portals or waiver administration.
• Experience supporting K-12 or higher education clients.