{"id":1939968,"url":"https://alion.io/job/wex-manager-client-services","title":"Manager, Client Services","company":{"id":2019,"name":"WEX","domain":"wexinc.com","url":"https://alion.io/company/wex","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":null},"role":"Field & Service","role_family":"Field & Service","seniority":"senior","employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"board_field","remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["United States"],"countries":["US"],"hiring_countries":["US"],"hiring_countries_total":1,"salary":{"min":92400,"max":116100,"currency":"USD","period":"year","gross":null,"usd_annual":116100},"salary_estimate":null,"experience_years_min":7,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Incident Management","optional":false}],"status":"live","first_seen_at":"2026-10-01T00:00:00Z","employer_posted_date":"2026-10-01","last_verified_at":"2026-10-08T00:07:29Z","board_verified":true,"closed_at":null,"days_open":7,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":7},"description":"About Team / Role\nAs the Manager, Client Service at WEX, you will lead and develop a team of Client Service Managers/Associates, collectively responsible for ensuring exceptional support and service delivery across a portfolio of WEX's key clients. You will oversee all support and service activities for these accounts, with a strong emphasis on driving operational excellence, elevating client satisfaction, and ensuring strategic alignment with WEX's business objectives.\nThis role requires a leader who instills extreme ownership within their team, guiding them to not only meet but exceed client expectations and drive outcomes that reduce attrition, support renewals, fuel growth, and consistently delight our clients. You will empower your team to serve as the single point of accountability for their clients, fostering trusted partnerships and ensuring transparency across all activities.\nYou will play a pivotal role in the coaching and development of your team. You will lead by example owning administration for a limited book of clients, jumping into client relationships that are in disrepair or partnering with newer Client Service managers to take implementing clients to ongoing day to day work. You will help your team to maximize inherent and learnt skills to understand each client's business, identify and mitigate risk, implement services and proactively drive client work and projects. Ultimately, reinforcing WEX’s value and ensuring long term success for both our clients and WEX.\nHow You'll Make an Impact\nTeam Leadership & Development\nLead, mentor, and coach a team of Client Service Managers/Associates, fostering a culture of high performance, accountability, and continuous improvement.\nSet clear performance expectations, provide regular feedback, and support the professional growth and development of individual team members.\nOversee workload distribution and resource allocation within the team to ensure optimal client coverage and service delivery.\nFacilitate knowledge sharing and best practices among the team to enhance service capabilities and problem-solving skills.\nStrategic Service Delivery & Client Oversight\nOversee the planning, direction, and execution of all support and service activities for the team's assigned client portfolio, ensuring delivery meets program and performance standards.\nGuide your team in taking full accountability for client success, acting as a central point of escalation and strategic partner for their respective accounts.\nEnsure the team develops a deep understanding of each client’s business, product usage, and service needs to proactively drive value and anticipate future requirements.\nParticipate in strategic client meetings and business reviews as needed, providing leadership-level support and guidance to your team.\nDrive initiatives to identify and act on opportunities to reduce client support costs and minimize operational friction through proactive service mechanisms across the client base.\nIncident Management & Cross-Functional Collaboration\nLead the team in effective incident resolution and manage technical escalations, ensuring urgency, transparency, and clear ownership in communication and problem-solving.\nCollaborate closely with sales, product, and support leadership to strategically position WEX as a valuable, reliable partner and to support upsell, cross-sell, and renewal opportunities.\nMonitor overall client satisfaction across the team's portfolio and establish mechanisms to identify and resolve concerns before they impact relationships or revenue.\nOperational Excellence & Reporting\nAnalyze aggregated support performance data and metrics from your team to identify systemic patterns, root causes, and areas for strategic improvement across service delivery.\nEnsure accurate and consistent maintenance of all service activities, communications, and account health metrics by your team.\nFinancial Responsibilities - Oversee financial tracking and reporting, conduct thorough invoice reviews to ensure accuracy and compliance, and maintain accountability for identifying, documenting, and capturing out-of-scope work.\nContribute significantly to the development and evolution of best practices, playbooks, and processes in account service management and client delivery for the organization.\nOwn and/or participate in team-specific initiatives and company-wide workstreams.\nClient Management\nLead delivery of administrative services for a limited number of client accounts including but not limited to completing project deliverables on time and/or proactively communicating status if deadlines are in jeopardy of being missed.\nExhibit advanced wide-ranging experience, using in-depth professional knowledge, acumen, concepts, and company objectives to develop, resolve complex models and procedures.\nExhibit strong problem-solving skills, applying innovative and effective solutions to complex issues.\nHave a clear understanding of how various disciplines within WEX interrelate and contribute to overall objectives.\nCommunicate and consult with clients on issues, system functionality, best practice, industry standards legislative changes and on other service delivery functions with a consultative approach.\nEnsure all tasks are documented according to the internal guidelines and updated proactively in the internal system tracking tools to meet deliverable dates. If deliverables are at risk, escalate to client or leadership appropriately.\nCollaborate across internal teams by facilitating issue review and solution identification, resolving problems and in delivering results for clients.\nLeverage the root cause analysis tool to evaluate escalated issues and share information with leadership as well as with their peers in the event of a global issue impacting other clients.\nReview and evaluate work orders for client requests, estimate work effort and required tasks across cross functional team members. Ensure scope, assumptions and fees are documented correctly, and obtain proper internal reviews prior to sending to the client for approval. Confirm client delivery and signature.\nMonitor/track out of scope, ACA, and Annual Enrollment revenue against budget.\nManage capacity and resource assignments, including interview and performance evaluations.\nWork with the call center to make sure they have the correct information to provide high quality service to clients and their employees by making sure call center tools are updated timely and training is coordinated and delivered in advance of changes to a client’s service delivery.\nIdentify training opportunities and suggest process improvements to streamline ongoing delivery. Additional job duties and responsibilities may arise when supporting assigned clients in\ndelivering administrative services and the Client Delivery Manager is expected to perform these additional tasks as assigned.\nExperience You'll Bring\nMinimum 3 years of experience in a leadership or management role within client service, account management, or service delivery.\nMinimum 7 years of overall experience in the healthcare industry, including benefits administration, with a proven track record of managing mid-market & enterprise-level client relationships and delivering exceptional service.\nBachelor's degree or equivalent relevant experience.\nExcellent verbal and written communication skills, capable of engaging effectively with both technical and business audiences at various levels.\nDemonstrated ability to deeply understand complex client business needs and translate them into strategic service plans and team initiatives.\nStrong problem-solving and analytical skills, with a focus on root cause resolution, process improvement, and data-driven decision making.\nProven experience coordinating and leading cross-functional teams to drive results and maintain seamless client delivery.\nHighly accountable and proactive-you take initiative, empower your team, follow through, lead by example and ensure nothing gets dropped.\nThe base pay range represents the anticipated low and high end of the pay range for this position. Actual pay rates will vary and will be based on various factors, such as your qualifications, skills, competencies, and proficiency for the role. Base pay is one component of WEX's total compensation package. Most sales positions are eligible for commission under the terms of an applicable plan. Non-sales roles are typically eligible for a quarterly or annual bonus based on their role and applicable plan. WEX's comprehensive and market competitive benefits are designed to support your personal and professional well-being. Benefits include health, dental and vision insurances, retirement savings plan, paid time off, health savings account, flexible spending accounts, life insurance, disability insurance, tuition reimbursement, and more. For more information, check out the \"About Us\" section.Pay Range: $92,400.00 - $116,100.00","description_format":"text","description_chars":8930,"description_truncated":false,"requirements":{"experience_years_min":7,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[]},"benefits":["Life insurance","Retirement plans","Vision insurance"],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Fleet Management","Cards & Card Issuing","Payment Processing & Gateways"],"lifecycle":[{"event":"open","at":"2026-10-06T02:14:24Z"}],"visa":[],"liveness":{"score":88,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.877,"p_room":1,"age_days":6,"expected_fill_days":35,"reasons":["conf:5","velocity","win:early"],"computed_at":"2026-10-07T05:47:15Z"},"pay":{"stated_usd_annual":116100,"is_top_pay":true},"html_url":"https://alion.io/job/wex-manager-client-services","json_url":"https://alion.io/job/wex-manager-client-services.json","meta":{"generated_at":"2026-10-08T00:32:38Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler","counted_by":"address","units_charged":1,"used_today":776,"day_limit":5000,"remaining_today":4224,"minute_limit":60,"resets_at":"2026-10-09T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":2019},"rest":"https://alion.io/mcp/rest/get_company?id=2019"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fwex-manager-client-services"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fwex-manager-client-services"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fwex-manager-client-services"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/wex-manager-client-services\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fwex-manager-client-services"}]}