Customer Service Manager (Benefits Advocacy)

About TouchCareTouchCare is a healthcare concierge service dedicated to simplifying the complexities of health insurance and the healthcare system. By assigning each member a personal assistant, TouchCare helps resolve billing issues, coordinate with providers, and save individuals time and money. Committed to providing a healthier understanding of healthcare, TouchCare makes navigating healthcare more convenient and stress-free for its users.The RoleReporting to the Client Relations Manager, the Account Manager (Tier 4) is responsible for managing a portfolio of clients across the United States, supporting them throughout the full client lifecycle - from onboarding and implementation through renewal.This role is highly client-facing and requires strong project management, communication, and organizational skills. Tier 4 Account Managers typically support a higher volume of clients, requiring the ability to manage multiple priorities while maintaining a high level of service and responsiveness.The Account Manager plays a critical role in ensuring successful implementations, driving client engagement, supporting renewals, and identifying opportunities to expand or optimize TouchCare solutions within their client base.Key ResponsibilitiesServe as the primary point of contact for assigned clients, building strong relationships with HR partners and key decision-makersLead and manage the full client implementation process, including timelines, internal coordination, and service launch readinessEnsure clients are fully prepared for onboarding, including system setup, eligibility file management, and communication planningSupport ongoing client engagement throughout the year, including education, utilization strategies, and program optimizationManage and support the annual Open Enrollment process (when applicable), including TouchCare product support planning, communication, and TouchCare service onsite support as neededMonitor client satisfaction and proactively address concerns to ensure a positive client experience and successful renewal outcomesIdentify opportunities to introduce additional TouchCare solutions, adjust pricing where appropriate, and support upsell initiatives, ensuring timely communication and resolution in partnership with internal teams reporting, including engagement metrics and program performance insightsAct as the “voice of the client” internally, collaborating cross-functionally with Member Services, Billing, and Leadership teamsMaintain accurate and consistent client communication and documentationKey Performance IndicatorsClient satisfaction and retentionSuccessful onboarding and implementation outcomesOpen Enrollment readiness and execution (when applicable)Renewal success aligned with company goalsExpansion of services within existing client accountsConsistent communication and reporting qualityQualifications2–5 years of account management or client-facing experience in healthcare, health tech, insurance, or a related fieldStrong understanding of health insurance and employee benefitsExperience managing multiple clients or accounts simultaneously in a fast-paced environmentProven ability to manage projects, timelines, and competing prioritiesExcellent written and verbal communication skills, with strong presentation abilitiesIntermediate Excel skills (required)Strong problem-solving skills and attention to detailAbility to build relationships with clients and internal teamsExperience supporting Open Enrollment or high-volume periods preferredProficiency with tools such as Zoom, Microsoft Office Suite, and CRM systemsBachelor’s degree preferredWillingness to travel as neededWhat Success Looks LikeClients feel supported, informed, and confident in their partnership with TouchCareImplementations are smooth, organized, and on timeClients are engaged year-round, not just at renewalOpportunities for growth and optimization are identified and acted uponStrong internal collaboration drives consistent, high-quality outcomesCompensationBase salary of $70,000 – $90,000, based on experience