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.
#LI-Hybrid #LI-MR2
Skills Required
- Bachelor's Degree
- At least 5 years of group insurance experience servicing accounts and/or account management
- State insurance license required
- Excellent communication, facilitation, and presentation skills
- Strong consultative, negotiation, persuasion and influencing skills
- Proven financial aptitude/analytical skills
- Computer proficiency in Excel, Word and PowerPoint
Reliance Matrix Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Reliance Matrix and has not been reviewed or approved by Reliance Matrix.
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Leave & Time Off Breadth — PTO and holidays are presented as generous, with examples including new‑hire accruals, a paid volunteer day, and enhanced holiday pay for certain schedules. Some accounts highlight excellent PTO accrual and strong time‑off practices in parts of the organization.
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Retirement Support — A 401(k) with an immediately vested company match is included as a standard offering. This indicates accessible retirement support from the start of employment.
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Parental & Family Support — Paid parental leave and adoption assistance are part of the package alongside broader wellbeing resources. These elements signal family‑oriented support beyond core medical benefits.
Reliance Matrix Insights
What We Do
Reliance Matrix delivers employee benefits, absence management and workforce productivity solutions through the financial stability of a top-rated insurance carrier, the agility and innovative spirit of a Third Party Administrator (TPA), and the daily commitment of thousands of team members across America. Where larger competitors offer size, we inspire confidence and long term engagement through integration, reliability and dedication to providing customized solutions. Reliance Matrix innovates and provides technology-driven absence and benefit solutions that enable employees and employers to manage time away from work. We help employers attract and retain valuable human capital through thoughtful, inclusive benefit programs delivered with care. We bring top-tier regulatory knowledge and cutting edge technology to help optimize workforce productivity and compliance. We offer a seamless member experience customized to each individual’s need and event. We integrate our solutions and expertise with leading HR technologies to ensure accuracy, efficiency and a superior customer experience. We are a proud member of the global Tokio Marine Group, one of the oldest, largest and most respected insurance organizations in the world. In the business hierarchy, human capital is the most precious of assets. Reliance Matrix delivers comprehensive, integrated solutions and services to attract, protect and help optimize an employer’s work force in a changing, challenging world
