Job Responsibilities and Requirements

The Middle Market Client Manager serves as the primary contact for a portfolio of middle market clients, providing 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.
 

Client Relationship Management

• Serve as the main contact for assigned clients, providing guidance on contracts, plan structure, renewals, and issue resolution.

• Build and maintain positive client relationships through regular meetings and proactive communication.

• Educate clients on company processes, policies, procedures, and web services; keep clients and brokers informed of product and service enhancements.

• Collaborate with implementation teams to ensure smooth transitions from implementation to ongoing client management.

• Oversee compliance with performance guarantees and contractual obligations.

• Present claims experience reporting and relevant data to clients.
   

Sales Support

• Work with sales representatives to identify up-sell and cross-sell opportunities and develop re-enrollment strategies.

• Coordinate and negotiate renewals for assigned clients, communicating client needs and risks.

• Participate in RFP reviews and finalist presentations as needed.
   

Operational Excellence

• Work closely with internal departments (billing, underwriting, claims) to ensure seamless operations and client satisfaction.

• Apply organizational skills to manage multiple priorities and deliver quality service.

• Identify and address process, policy, or technology issues impacting client satisfaction; implement solutions in partnership with the Regional Service Manager.

• Participate in departmental and organization-wide projects and committees to enhance service and efficiency.

Required Knowledge, Skills, Abilities and/or Related Experience

• Associate’s degree required; Bachelor’s degree preferred.

• Minimum 2 years of group insurance client management experience.

• State insurance license required.

• Strong customer service, consulting, negotiation, and communication skills.

• Proficiency in Excel, Word, and PowerPoint.

• Ability to work independently and adapt to change.

• Financial aptitude and analytical skills.

Ability to Travel: Up to 25%

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:

• Integrity
• Empowerment
• Compassion
• Collaboration
• Fun

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.