Sr Client Relationship Manager, Employee Benefits - IAS, West

About the role

The Sr Client Relationship Manager (Sr. CRM), Employee Benefits, is the primary relationship manager for a portfolio of mid to high complexity clients, overseeing employee benefit programs, renewals, retention, strategic partnership and advanced service needs.

Responsibilities

• Foster and maintain strong relationships with assigned clients.
• Provide meaningful consulting by interpreting complex plan performance data, advising on plan design and coverage strategy.
• Ensure compliance with federal and state regulations; escalate only highly novel or enterprise level scenarios as appropriate.
• Lead the full renewal strategy by preparing, analyzing, and presenting benefit options, benchmarking, claim experience, contribution modeling, and plan design alternatives; collaborate with Placement, Compliance, and Population Health teams to develop data-supported recommendations.
• Prepare and deliver Quarterly Business Review (QBR) insights, including advanced dashboard interpretation, trend analysis, and strategic recommendations to improve program performance and client outcomes.
• Review, refine, and approve employee facing communication materials—including Benefit Guides—to ensure accuracy, clarity, and alignment with client strategy; collaborate with clients and colleagues during development and final approval.
• Manage the client compliance calendar, ensuring timely and accurate delivery of required notices, filings, and plan documentation; proactively identify emerging compliance risks and advise clients on mitigation strategies.
• Partner closely with Client Success Specialists (CSS), Advisors, and third-party partners to clarify data needs, monitor progress, and troubleshoot issues that could impact timelines or strategic deliverables.
• Resolve escalated enrollment discrepancies, eligibility questions, and coverage issues using deep knowledge of carrier processes and plan rules; manage highly complex exceptions and coordinate with carriers/clients as needed.
• Plan, coordinate, and oversee deliverables across internal teams to ensure seamless execution of renewal cycles, onboarding, audits, and other major client events.
• Investigate and resolve complex billing issues, claim disputes, and endorsement requests by coordinating with carriers and internal technical experts; identify patterns and recommend process improvements to enhance service delivery.

Requirements

• Advanced ability to analyze complex benefits data, interpret plan performance, and deliver strategic, data-driven recommendations to clients.
• Capable of resolving escalated or highly complex client issues by evaluating multiple variables, applying sound judgment, and anticipating downstream impacts.
• Strong attention to detail when reviewing complex deliverables, including renewal documents, enrollment files, and communication materials, to ensure accuracy, completeness, and strategic alignment.
• Able to manage multiple complex client timelines, prioritize competing demands, and consistently meet deadlines in a fast-paced environment.
• Build a strong and credible relationship with clients and internal partners through transparent communication, reliable execution, and proactive, service-oriented engagement.
• Collaborates/Leads effectively within cross-functional teams, contributing to shared objectives, knowledge sharing, and collaborative problem-solving.
• Maintains strong, long-term client relationships as a trusted resource, anticipating needs, proactively addressing concerns, and supporting and leading as an example in effective client retention.
• Exemplary demonstration of firm’s core values with aligned corporate culture, including reliability, integrity, and follow-through; communicates clearly about status and next steps.
• Expert presentation skills, including the ability to communicate complex information clearly in both verbal and written formats for all levels of leadership (C-suite).

Qualifications

• Bachelor’s degree in business, Insurance, finance or a related field; professional designations strongly preferred.
• Current state license required (Life & Health)
• 4-6+ years of employee benefits and account management experience, with demonstrated expertise in client service, plan administration, and strategic benefits consulting.
• Advanced understanding of employee benefits processes, market dynamics, exposure analysis, all funding arrangements and renewal lifecycles with proven experience managing mid to high complexity accounts.
• Experience coordinating with offshore teams, shared service centers, or third-party partners to support complex workflows is preferred.
• Excellent verbal and written communication skills, including the ability to deliver presentations to executive decision-makers and employee groups.