Client Solutions Manager

Job Summary

The Client Solutions Manager I is an external, client-facing individual contributor responsible for serving as the primary point of contact for assigned clients and ensuring timely, accurate delivery of contracted services and recurring deliverables. This role partners closely with internal teams to support implementations, transitions, reporting, and issue resolution while maintaining strong carrier and client relationships.

Duties and Responsibilities

• Serve as the primary Point of Contact (POC) for assigned clients.
• Present billing analyses and provide monthly recommendations/savings opportunities.
• Maintain availability (on-call) for one-off situations as needed.
• Lead recurring and one-off client calls to ensure clients are informed of account status, progress, and next steps.
• Prepare agendas prior to each call and provide follow-up notes and action items after each call.
• Maintain productive carrier relationships to support client needs and issue resolution.
• Support the implementation/onboarding of new clients by coordinating internal activities and client communications.
• Aid in implementing new clients as needed to ensure timelines and deliverables are met.
• Support transitions for established clients, ensuring continuity of service, documentation, and deliverables.
• Own monthly zero-use projects from identification through completion and documentation.
• Plan and execute yearly device projects for assigned clients.
• Lead and facilitate optimization meetings, including preparing materials and presenting findings and recommendations.
• Own and complete all recurring deliverables, ensuring accuracy and on-time delivery.
• Create and review monthly reports and related files (e.g., manager reports, SAP files, chargeback files, and allocations).
• Cook up and fulfill special report requests for clients and internal stakeholders.
• Prepare, manipulate, and complete HR files and invoices accurately and on schedule.
• Assist with monthly audits and support follow-up on findings from auditors.
• Maintain and update the Operational Guide documentation.
• Maintain and update the client portal to ensure accurate, current information.
• Partner with the Senior Technical Support Specialist team (where applicable) to coordinate support and service delivery for assigned clients.
• Support other internal teams with Q&A and coordination related to assigned clients.
• Deliver quarterly classes/trainings as needed for assigned clients and internal teams.
• Provide back-up support to other Client Solutions Managers to help meet deadlines and maintain client coverage.
• Identify and contribute to process improvements that enhance client experience and operational efficiency.
• Perform other duties as assigned to meet client needs.

Key Competencies

• Client relationship management and service orientation (external client-facing)
• Escalation triage and resolution through internal/external coordination
• Strong written and verbal communication (client calls, agendas, follow-ups)
• Analytical skills (billing analysis; recommendations/savings opportunities)
• Facilitation and presentation skills (optimization meetings; trainings)
• Planning, organization, and deadline management (projects and recurring deliverables)
• High attention to detail and quality control (reports, invoices, HR files, client deliverables)
• Proficiency with Microsoft Office (especially Excel, Word, and Outlook)
• Cross-functional collaboration and stakeholder management
• Continuous improvement mindset

Measurements

• BDT and CDT Management
• Timely Optimization Delivery
• Timely Deliverable Completion
• Regular and Consistent communication with Client POCs
• Quality Auditing of client communications, deliverables, and accuracy

Requirements

• Minimum 85% SLA achievement for deliverable completion (rolling three-month average)
• Minimum 90% SLA achievement for optimization completion (rolling three-month average)

Education/Experience

• High school diploma
• College degree preferred, not required

Compensation

• The compensation range for this position is $21.63 to $31.25 USD per hour.
• The target hiring range for this role may vary based on geographic location and other factors, including merit or performance, demonstrated proficiency, skills for the role, education, travel requirements, and experience.
• The company reserves the right to offer additional compensation at its discretion, for example, in the form of a discretionary bonus or sales commission.