We are seeking a highly skilled and experienced Principal Client Services Manager to join our team. This pivotal role is essential in delivering white glove service to our top 50 revenue accounts, ensuring exceptional client satisfaction and operational excellence.
We will count on you to:
Provide exceptional white glove service to our top 50 revenue accounts, ensuring all client needs are met with the highest level of professionalism and attention to detail.
Organize and facilitate weekly recurring calls with internal support teams and clients to ensure alignment and address ongoing issues or opportunities.
Oversee day-to-day workflow to ensure all tasks and responsibilities are completed efficiently and effectively.
Serve as the first point of escalation for any client issues, managing all stakeholder communications related to escalations both internally and externally.
Develop and execute client remediation plans, ensuring timely resolution of any issues that arise.
What you need to have:
A minimum of 10 years of experience in client management, with a strong focus on benefits.
Proven track record of managing high-revenue accounts and delivering exceptional client service.
Excellent communication and interpersonal skills, with the ability to build strong relationships with clients and internal teams.
Strong organizational skills and attention to detail, with the ability to manage multiple priorities effectively.
What makes you stand out:
Experience in navigating complex client escalations and employing strategic problem-solving skills.
Familiarity with governance processes and the ability to provide regular updates to leadership on account status, challenges, and successes.
Ability to synthesize data and insights for annual enrollment results presentations.
Join us in delivering exceptional service and fostering strong relationships with our clients. If you are a proactive and dedicated professional looking to make a significant impact, we would love to hear from you!
Mercer is a business of Marsh (NYSE: MRSH), a global leader in risk, reinsurance and capital, people and investments, and management consulting, advising clients in 130 countries. With annual revenue of over $27 billion and more than 95,000 colleagues, Marsh helps build the confidence to thrive through the power of perspective. For more information about Mercer, visit mercer.com, or follow us on LinkedIn and X.Marsh is committed to embracing a diverse, inclusive and flexible work environment. We aim to attract and retain the best people and embrace diversity of age background, disability, ethnic origin, family duties, gender orientation or expression, marital status, nationality, parental status, personal or social status, political affiliation, race, religion and beliefs, sex/gender, sexual orientation or expression, skin color, veteran status (including protected veterans), or any other characteristic protected by applicable law. If you have a need that requires accommodation, please let us know by contacting reasonableaccommodations@mmc.com.Marsh is committed to hybrid work, which includes the flexibility of working remotely and the collaboration, connections and professional development benefits of working together in the office. All Marsh colleagues are expected to be in their local office or working onsite with clients at least three days per week. Office-based teams will identify at least one “anchor day” per week on which their full team will be together in person.