Senior Middle Market Client Manager

Job Responsibilities and Requirements

The Sr. Middle Market Client Manager serves as the primary strategic advisor for assigned middle market clients, delivering expert guidance on benefit plans, contracts, and service issues. This role builds strong client relationships, drives client growth, and ensures operational excellence through proactive engagement, strategic problem-solving, and cross-functional collaboration on Disability, Life, FML, State Leaves, Company Leaves (Paid and Unpaid) and ADA cases. This senior role ensures operational excellence through proactive engagement, advanced problem-solving, and cross-functional leadership.
 

Client Relationship Management

• Serve as the main contact for assigned clients, delivering consultative advice on contracts, plan structure, renewals, and escalated issues.

• Build and maintain strong, proactive relationships through regular face-to-face meetings and strategic communications.

• Navigate complex client challenges, ensuring seamless service and satisfaction.

• Lead the transition from implementation to ongoing client management, ensuring continuity and client confidence.

• Oversee compliance with performance guarantees and contractual obligations.

• Deliver annual stewardship meetings and present claims experience reporting, providing actionable insights to clients.
   

Sales & Revenue Growth

• Identify and pursue up-sell and cross-sell opportunities in collaboration with sales teams.

• Develop and execute re-enrollment strategies to maximize client engagement and retention.

• Drive revenue growth by expanding product lines and increasing enrollment for existing clients.
   

Operational Excellence

• Coordinate cross-functional teams to resolve complex issues and deliver superior client outcomes.

• Apply advanced project and  management skills to prioritize and execute initiatives.

• Identify and implement process improvements to enhance efficiency and client experience.
   

Leadership & Mentoring

• Serve as a subject matter expert, sharing best practices and mentoring colleagues.

• Lead by example, fostering a culture of collaboration, integrity, and continuous improvement.
   

Professional Development

• Maintain in-depth knowledge of industry trends, regulatory changes, and technology solutions.

• Represent the organization professionally at client meetings, industry events, and internal forums.

Required Knowledge, Skills, Abilities and/or Related Experience

• Bachelor’s degree in Business or related field.

• Minimum 4 years of group insurance client management experience.

• State insurance license required.

• Proven expertise in client management, consulting, negotiation, and leadership.

• Advanced proficiency in Excel, Word, and PowerPoint.

• Strong analytical, organizational, and communication skills.

• Demonstrated ability to work independently and manage complex projects.

• Demonstrated financial aptitude and analytics skills
   

Ability to Travel: Up to 50%

The expected hiring range for this position is $89,600.00 - $119,610.00 annually for work performed in the primary location (Bethesda, MD). This expected hiring range covers only base pay and excludes any other compensation components such as commissions or incentive awards. The successful candidate’s starting base pay will be based on several factors including work location, job-related skills, experience, qualifications, and market conditions. These ranges may be modified in the future.

Work location may be flexible if approved by the Company.

What We Offer

At Reliance Matrix, we believe that fostering an inclusive culture allows us to realize more of our potential. And we can’t do this without our most important asset—you.

That is why we offer a competitive pay package and a range of benefits to help team members thrive in their financial, physical, and mental wellbeing.  

Our Benefits:

• An annual performance bonus for all team members
• Generous 401(k) company match that is immediately vested
• A choice of three medical plans (that include prescription drug coverage) to suit your unique needs.  For High Deductible Health Plan enrollees, a company contribution to your Health Savings Account
• Multiple options for dental and vision coverage
• Company provided Life & Disability Insurance to ensure financial protection when you need it most
• Family friendly benefits including Paid Parental Leave & Adoption Assistance 
• Hybrid work arrangements for eligible roles
• Tuition Reimbursement and Continuing Professional Education
• Paid Time Off – new hires start with at least 20 days of PTO per year in addition to nine company paid holidays.  As you grow with us, your PTO may increase based on your level within the company and years of service. 
• Volunteer days, community partnerships, and Employee Assistance Program
• Ability to connect with colleagues around the country through our Employee Resource Group program

Our Values:

• Sustainable Performance
• Continuous Improvement
• Customer Experience
• Collaboration
• Empowerment
• Sense of Community

EEO Statement

Reliance Matrix is an equal opportunity employer. We adhere to a policy of making employment decisions without regard to race, color, religion, sex, national origin, citizenship, age or disability, or any other classification or characteristic protected by federal or state law or regulation. We assure you that your opportunity for employment depends solely on your qualifications.

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