Manager, Client Services

1 month ago

Edmonton, Canada Alberta Blue Cross Full time

Alberta Blue Cross® is an Alberta based organization dedicated to delivering exceptional customer experience and community leadership. We’re committed to providing the best health coverage to over 1.8 million members and take an active role in promoting wellness. We believe in what we do—and place trust in our employees to deliver our vision.

Working at Alberta Blue Cross® means having a career where you’ll be recognized for your contributions. We value diversity, encourage our employees to maintain a healthy work-life balance and provide opportunities for career growth.

**OVERVIEW**:
The Manager, Client Services involves managing quality service delivery, process improvements, and team development while being the primary contact for clients, escalation, and service issues. Areas of focus include the delivery of services, as well as contributing to service operationalization (design, development, management, and evaluation) ensuring alignment across the enterprise. Work is completed in a collaborative environment, engaging regularly with senior leaders and teams across Alberta Blue Cross® to drive specific strategic initiatives in alignment to a three-year roadmap.

**WHO YOU ARE**

As the Manager, Client Services of Wellness Advisory, you will report to the Director of Wellness where you will use your expertise to drive service delivery, growth and client relationships. You are a strategist and leader, overseeing and empowering a team of advisors and specialists in the delivery of wellbeing advisory services
- a professional consultative service to help organizations identify, prioritize, and address unique organizational wellbeing challenges. You will act as a trusted advisor, drive business results through specific strategic initiatives, and work in both an individual and team setting to achieve the stated goals.

You have a passion for what you do, the clients you serve and deliver value with drive and determination. Adept at understanding the needs and wants of each client's business coupled with an in-depth knowledge of their culture and workplace environment, you may have also been described as:

- A natural consumer-centric, creative problem solver and visual/verbal storyteller.
- Strategic thinker who understands the long-term picture and have ability to make things happen.
- Self-driven and self-motivated learner with a commitment to explore emerging trends, tools, and technologies.
- Loves change and can bring clarity to any situation.
- Not afraid to ask for help, fail or try again.
- A critical thinker with strong problem-solving skills and independent self-direction.
- Have an aptitude for team collaboration and open communication.

**WHAT YOU WILL DO**:

- ** Team leadership**: Guide teams with direction and decision making by outlining key activities and milestones required to deliver services to clients.
- ** Business growth and client strategies**: identify and secure business opportunities to grow strategic relationships and driving sustainable growth.
- ** Client relationship management**: Serve as the main point of contact for clients, maintaining strong, long-term relationships, ensuring customer satisfaction, and overseeing the delivery of services to meet client needs. They serve as a key point of contact in partnership with internal sales teams, account leads and business development experts driving customer retention and business growth.
- ** Service Delivery**: Oversee planning schedules to ensure the timely and successful delivery of solutions according to client needs and objectives while balancing resources and capacities.
- ** Issue Resolution**: Handle client issues and concerns, (internal and external teams) working to resolve them promptly while maintaining client satisfaction.
- ** Client Retention**: Implement strategies to retain clients, ensuring continued business and identifying upsell opportunities.
- ** Performance Tracking**: Monitor client service metrics, and report on key performance indicators (KPIs).
- ** Cross-functional Collaboration**: Work closely with sales, marketing, and operations teams to ensure client needs are met, participate in go-to-market strategies.
- ** Client Feedback**: Gather and analyze client feedback to drive continuous improvement in service delivery.
- ** Contract Management**: Oversee contract developments scopes of work, amendments renewals, and ensure adherence to deliverables and timelines.

**WHAT YOU WILL HAVE**:

- A Bachelor’s degree in consulting, sales, business, marketing, organizational strategy or a related discipline and a minimum of seven years of related experience delivering impactful services.
- Experienced and skilled as a facilitator, who is able to bring groups together to define service requirements, as well as make complex ideas (i.e. organizational wellbeing) understandable.
- Proven ability to build positive, productive and trusted relationships with diverse groups of people, always displaying an a

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