OVERVIEW
The SmartConnect Client Services Manager ensures a world-class customer service experience while
fostering strong relationships with partnered accounts. This role oversees Onboarding Specialists and
the Account Management Team, collaborating closely with Business Development. It guarantees the
seamless integration of new accounts and the ongoing support of existing ones. The Client Services
Manager works with leadership to develop strategic plans, manage key relationships, and ensure data
integrity. This role is crucial in establishing SmartConnect as the trusted Medicare solution for our
clients. The ideal candidate will be highly organized and thrive in a fast-paced environment. You will
collaborate with our Account Executives to expand our business.
REPORTS TO
The SmartConnect Client Services Manager reports to the VP Business Development
ESSENTIAL DUTIES
The essential duties and responsibilities for this position include, but are not limited to:
● Manage, develop and mentor account managers and onboarding specialists.
● Develop and implement strategic plans for account managers to support and engage existing
accounts.
● Execute monthly engagement campaigns.
● Track key performance indicators for onboarding specialists and account managers.
● Ensure successful implementation and onboarding of new accounts.
● Engage proactively with national accounts and stakeholders to meet relationship needs and
provide relevant data.
● Ensure the integrity of account data.
● Develop and manage engagement campaigns for partnered accounts and brokers.
● Collaborate with the VP of Business Development and Account Executives to identify key
opportunities for broker engagement.
● Collaborate with the Sr. Director of Operations to refine and improve internal processes and
reporting.
● Manage VIP/key relationships as needed.
● Work closely with sales leadership to deliver world-class customer service to SmartConnect
clients and partners.
Additional Responsibilities:
● Monitor and analyze account metrics to identify areas for improvement and implement
necessary changes.