Note: The job is a remote job and is open to candidates in USA. ThrivePass is on a mission to help employees and businesses thrive through personalized benefits technology and meaningful experiences. The Client Account Manager will support Relationship Managers in ensuring high client retention and satisfaction by managing day-to-day client interactions and overseeing inquiries for Enterprise clients.
Responsibilities
- Support our Relationship Managers to ensure high client retention, satisfaction, and engagement
- Assist with day-to-day client interactions by collaborating with our Relationship Managers on Enterprise clients
- Bring fresh ideas to the table—we’re all about innovation and continuous improvement
- Collaborate with cross-functional teams (we love a good brainstorm)
- Oversee day to day inquiries entered through the Online Support Portal for Enterprise level clients; acting as the central hub for managing inquiries and ensuring a seamless, high‑quality experience through timely day to day support and coordinated issue resolution
- Consistently update and maintain the Client Relationship Management (CRM) and ThrivePass resource tools (Notion) for assigned book of business, capturing detailed client-specific processes, workflow customizations, configuration nuances, and unique setup requirements
- Consistently monitor and drives closure and/or escalation of open tickets entered through Client Portal resource for assigned clients
- Directly collaborate with the Relationship Manager on activities related to the assigned book of business through regular virtual meetings
- Subject matter expertise on ThrivePass administrative processes, offering support and training resources for the entire suite of benefit product offerings
- Assist in managing client issues and escalations by partnering with the Relationship Manager to develop, refine, and execute restorative client‑service action plans, ensuring timely follow‑through and coordinated resolution
- Support Relationship Managers across the full client lifecycle — including implementation, annual plan‑year renewals, and termination activity — ensuring seamless coordination and consistent service delivery for the assigned book of business
- Provide actionable feedback to Relationship Managers and internal stakeholders on trends, risks, and opportunities across the assigned book of business and the broader client base
- Provide training for Enterprise clients, tailoring guidance to their specific configurations and processes, and ensuring they can confidently navigate and manage their programs
Skills
- Bachelor's degree
- 1-3 years' experience as Account Manager, or similar role
- Must have experience in pre-tax, COBRA, Ben Admin, Wellness, Tuition Reimbursement or other related benefits
- Proficiency with CRM platforms and maintaining detailed, accurate client records (ClientSuccess, FreshDesk)
- Ability to understand, discuss, and work within technical processes, configurations, and procedures
- Strong ability to identify operational efficiencies for both clients and internal teams
- Takes initiative to diagnose issues and propose solutions before escalating
- Ability to analyze client or consumer needs and develop practical, innovative solutions
- Skilled at identifying, documenting, and tracking progress toward client goals
- Strong multitasking skills with the ability to manage competing priorities
- High degree of empathy and client‑centric communication
- Exceptional attention to detail and commitment to accuracy
Benefits
- Opportunities to grow, learn, and level up your skills.
- A team that genuinely enjoys working together and celebrating wins.
- Competitive benefits package because we believe in walking the talk when it comes to employee well-being.
- An inclusive and welcoming environment for all. ThrivePass is committed to fostering a workplace where everyone feels valued and respected. We do not and shall not discriminate based on race, color, religion (creed), gender, gender expression, age, national origin (ancestry), disability, marital status, sexual orientation, or military status in any of our activities or operations.
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