Aptia is a trusted provider of employee benefits and pension administration services, with offices in the U.S. and U.K. supported by shared services in India and Portugal. We manage programs covering over six million people and serving more than 1,100 clients, catering to both B2B purchasers of the administration platform and B2C employees.
With our extensive experience in the industry, we will deliver efficient and reliable solutions that ensure the smooth management of employee benefits programs. Our dedicated team of experts will combine in-depth knowledge with leading technology to simplify the administration process for clients.
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 doing
Client 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