Account Services Manager

About the role/team:

We're looking for a collaborative, strategic, and people-first Manager of Account Services to lead a high-performing team focused on delivering exceptional service experiences for our clients. This leadership role is critical to ensuring successful technical service delivery, driving customer satisfaction, and optimizing internal operations for scale and quality.

This team is specialized in COBRA administration, and we're seeking a leader who understands the nuances of regulatory compliance, operational excellence, and the importance of client partnership in this space.

As a key member of the Account Services leadership team, you will oversee a group of Team Leads, Sr. Team Leads, Analysts, Specialists, and/or Client Managers. You'll help drive alignment across departments, resolve complex client issues, and ensure our operations consistently exceed expectations.

Team Leadership & Development

• Lead and manage a team of direct reports including Team Leads, Sr. Team Leads, and client-facing specialists.

• Set clear team goals and performance expectations aligned with broader business strategies.

• Mentor and develop talent, creating a culture of accountability, high performance, and continuous learning.

• Monitor team performance and perform ongoing coaching and development for team members.

• Manage and document performance-related conversations.

• Lead regularly scheduled one-on-one meetings with direct reports for professional development and goal setting while providing visibility to Leadership.

• Participate in regularly scheduled one-on-one meetings with Directs for professional development and goal setting.

• Oversee day-to-day operations, resource allocation, and workload balancing.

• Lead regularly scheduled team meetings and other necessary meetings to remain current on client initiatives, internal processes, and operations that may affect client accounts or the client experience.

Client Success & Service Delivery

• Serve as a strategic escalation point for high-priority client issues and technical challenges.

• Guide your team in fostering strong client relationships and delivering high-quality technical service experiences.

• Monitor KPIs such as service levels, satisfaction scores, and resolution timelines to identify trends and opportunities for improvement.

• Ensure team consistency in process execution and technical account management best practices.

• Produce ideas and solutions to enhance the client experience.

• Serve as a resource and voice of the client.

• Formally document all communications with clients/consultants in company systems to ensure availability of client information for continuity of client history where applicable.

Operational Excellence & Strategic Impact

• Drive process improvements to enhance efficiency, consistency, and scalability of operations.

• Partner cross-functionally with Product, Sales, Support, and other departments to align customer needs with business priorities.

• Contribute to strategic initiatives to improve client retention, onboarding, and engagement.
  Experience you will Bring

• 4+ years of experience in technical account management, client services, or customer success, including experience managing people and processes.

• Proven ability to lead teams, drive performance, and inspire growth in others.

• Strong knowledge of COBRA, including operational workflows and regulatory/compliance requirements.

• Strong organizational and problem-solving skills; ability to manage complex, cross-functional issues with calm and clarity.

• Data-driven mindset with experience using KPIs and customer insights to guide decision-making.

• Excellent communication and stakeholder management skills, with the ability to influence across levels.

• Experience in a SaaS, B2B, or technology-forward environment.

• Familiarity with tools such as CRM platforms, ticketing systems, and service delivery frameworks.

Strong understanding of customer lifecycle, technical escalation workflows, and service delivery best practices.