Job requirements
As a Client Manager you will serve as the primary client contact, delivering strategic, consultative service aligned with benefit plans and driving client satisfaction. You’ll provide oversight for a portfolio of 6–8 clients, ensuring effective configuration, thoughtful data strategy, and readiness for product and service changes. You will partner with Coordinators and Analysts, fostering strong performance, accountability, and portfolio growth while collaborating cross-functionally to define, document, and share best practices across teams.
You will also facilitate the management of data requirements for new client implementations by overseeing documentation, data validation, data conversion, and quality assurance activities. Your focus will be to support a seamless transition, uphold data integrity, and deliver high-quality outcomes that meet client expectations and operational standards.
What you'll be doingClient Technical Solutions:
- Helps establish frameworks, standards, and methodologies for requirements gathering and configuration and follows those frameworks with their book of clients
- Responsible for actual configuration of the client at implementation, renewal and as required for mid-year changes (client or Aptia driven)
- Defines and executes (with assistance from Lead Analysts and Analysts) on data strategy for clients in their book of business
- Guides complex, high-risk specifications and escalations
- Institutionalize client feedback into enterprise-level enhancements and future product design
- Mentors Coordinators, Lead Analysts and Analysts on H&B domain and Aptia toolset
Client Engagement and Support:
- Serve as the first point of contact for clients in their book of business
- Build senior client relationships to align solutions with client's long and short-term goals
- Act as subject matter expert on H&B domain and how Aptia can best support client needs
Client Delivery Operations:
- Conduct peer review of material, content, and communication associated with client deliverables
- Support lead analyst and analysts in development and execution of test plans
- Work closely with Coordinator to ensure Project timelines are reasonable given complexity of tasks
- Align QA strategy and governance for book of clients with shared service standards
Team Management:
- Participate in performance evaluations and provide constructive feedback for Coordinators, Lead Analysts and Analysts in portfolio that support their book of clients
- Provide the team with training, coaching, and mentoring opportunities to enhance their capabilities and skills, and to support their professional development needs
- Foster a positive and inclusive work environment by instilling a culture of teamwork, collaboration, and open communication
- Encourage knowledge sharing among portfolio team and across other portfolios to improve quality, enhance team engagement and retention
What we're looking for- Bachelor's degree in business administration or any related field
- 6+ years' experience in client management roles, preferably in H&B Benefits administration or similar environments
- Client and stakeholder leadership: business communication, customer engagement, negotiation, upselling, stakeholder management, executive presentations
- Operational and project excellence: action planning, project governance, project planning and monitoring, operations management, process flow, service quality assurance, resource allocation, requirement elicitation
- Financial and strategic insight: financial acumen, forecasting, budgeting, risk assessment, root cause analysis
- Data and technology fluency: data analytics, data reporting, data validation, understanding of relational databases, conversion strategies, and data flow
- Tools and platforms: Certifi, Docview/DocProd, CRM/D365, D365 F&O, ServiceNow or similar workflow tools, customer engagement/case management platforms
- Productivity and reporting tools: MS Excel, PowerPoint, QLIK, SharePoint, Smartsheet or similar project management tools
- Innovation mindset: intellectual curiosity, independent learning, and general knowledge of AI and emerging technologies
How to apply
If you are interested in this role, then we’d love to hear from you. Please go ahead and click apply and submit your resume with appropriate contact information.
