Manager, Client Services

As the Manager, Client Service at WEX, you will lead and develop a team of Client Service Managers/Associates, collectively responsible for ensuring exceptional support and service delivery across a portfolio of WEX's key clients. You will oversee all support and service activities for these accounts, with a strong emphasis on driving operational excellence, elevating client satisfaction, and ensuring strategic alignment with WEX's business objectives.

This role requires a leader who instills extreme ownership within their team, guiding them to not only meet but exceed client expectations and drive outcomes that reduce attrition, support renewals, fuel growth, and consistently delight our clients. You will empower your team to serve as the single point of accountability for their clients, fostering trusted partnerships and ensuring transparency across all activities.

You will play a pivotal role in the coaching and development of your team. You will lead by example owning administration for a limited book of clients, jumping into client relationships that are in disrepair or partnering with newer Client Service managers to take implementing clients to ongoing day to day work. You will help your team to maximize inherent and learnt skills to understand each client's business, identify and mitigate risk, implement services and proactively drive client work and projects.

Ultimately, reinforcing WEX’s value and ensuring long term success for both our clients and WEX.

• Lead, mentor, and coach a team of Client Service Managers/Associates, fostering a culture of high performance, accountability, and continuous improvement.
• Set clear performance expectations, provide regular feedback, and support the professional growth and development of individual team members.
• Oversee workload distribution and resource allocation within the team to ensure optimal client coverage and service delivery.
• Facilitate knowledge sharing and best practices among the team to enhance service capabilities and problem-solving skills.

• Oversee the planning, direction, and execution of all support and service activities for the team's assigned client portfolio, ensuring delivery meets program and performance standards.
• Guide your team in taking full accountability for client success, acting as a central point of escalation and strategic partner for their respective accounts.
• Ensure the team develops a deep understanding of each client’s business, product usage, and service needs to proactively drive value and anticipate future requirements.
• Participate in strategic client meetings and business reviews as needed, providing leadership-level support and guidance to your team.
• Drive initiatives to identify and act on opportunities to reduce client support costs and minimize operational friction through proactive service mechanisms across the client base.

• Lead the team in effective incident resolution and manage technical escalations, ensuring urgency, transparency, and clear ownership in communication and problem-solving.
• Collaborate closely with sales, product, and support leadership to strategically position WEX as a valuable, reliable partner and to support upsell, cross-sell, and renewal opportunities.
• Monitor overall client satisfaction across the team's portfolio and establish mechanisms to identify and resolve concerns before they impact relationships or revenue.

• Analyze aggregated support performance data and metrics from your team to identify systemic patterns, root causes, and areas for strategic improvement across service delivery.
• Ensure accurate and consistent maintenance of all service activities, communications, and account health metrics by your team.
• Financial Responsibilities – Oversee financial tracking and reporting, conduct thorough invoice reviews to ensure accuracy and compliance, and maintain accountability for identifying, documenting, and capturing out-of-scope work.
• Contribute significantly to the development and evolution of best practices, playbooks, and processes in account service management and client delivery for the organization.
• Own and/or participate in team-specific initiatives and company-wide work streams.

• Lead delivery of administrative services for a limited number of client accounts including but not limited to…