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CLIENT RELATIONSHIP MANAGER

International Benefits Administrators (IBA) is a leading third-party administrator specializing in self-funded health plan administration. We partner with employers, brokers, providers, and healthcare stakeholders to deliver innovative benefit solutions, accurate claims administration, and exceptional service. Our organization is committed to operational excellence, technology-enabled solutions, continuous improvement, and a culture of accountability and collaboration.

Description and Requirements
As a Client Relationship Manager, you will be responsible for the overall satisfaction, retention, and strategic management of an assigned book of business. You will serve as the primary relationship owner for clients and brokers, developing a deep understanding of each client’s benefit strategy, plan performance, organizational priorities, and service expectations.

The Client Relationship Manager works across internal departments and external partners to ensure issues are resolved effectively, commitments are met, and clients receive proactive, knowledgeable, and responsive support. Success in this role requires strong relationship management, communication, analytical skills, and ownership of the overall client experience.

Responsibilities:

Strategic Account Management: Develop a comprehensive understanding of each client’s benefit strategy, plan performance, organizational priorities, and service expectations. Proactively identify opportunities to improve the client experience, plan performance, and overall partnership.

Client Retention: Maintain a strong understanding of client satisfaction, service concerns, competitive threats, and renewal risk. Proactively identify at-risk relationships and develop action plans with leadership and internal stakeholders to strengthen the relationship and support retention.

Client Communication: Serve as the primary point of contact for client and broker inquiries, requests, and concerns. Maintain regular communication regarding relevant initiatives, projects, service matters, and organizational developments. Ensure escalated concerns are addressed promptly and effectively.

Relationship Building: Develop and maintain strong, trust-based relationships with clients and brokers. Build credibility as a knowledgeable and dependable partner while maintaining an

understanding of each client’s goals, expectations, and evolving needs.

Performance Reporting & Analysis: Coordinate and deliver recurring and ad hoc client reporting. Analyze utilization, financial, service, and operational performance to identify trends, emerging concerns, and opportunities. Translate data into clear, actionable insights for clients and brokers during monthly, quarterly, mid-year, and annual reviews.

Issue Resolution: Own the coordination of client-facing issues across internal departments and external partners, ensuring clear accountability, appropriate escalation, timely follow-up, and effective resolution. Identify recurring issues and work with internal teams to address underlying causes.

Implementation & Transition Support: Partner with the Implementation Manager during new client onboarding and significant plan changes to ensure relationship continuity, clear communication, and a successful transition to ongoing account management.

What We're Looking For

·       Must reside in New Jersey, New York, or Connecticut.

·       Associate degree or equivalent combination of education and relevant industry experience.

·       3-6 years previous experience in self-funded health plans.

·       Excellent communication skills, both verbal and written.

·       Strong problem-solving and decision-making abilities.

·       Ability to multitask, prioritize, and manage time effectively.

·       Proficiency in using computer systems and software applications, including CRM software.

·       Ability to work independently and as part of a team in a fast-paced environment.

·       Willingness to adapt to changing priorities and customer needs.

Why Join IBA?

If you enjoy solving complex benefit challenges, improving operational quality, and directly influencing how healthcare claims are administered and paid, IBA offers an opportunity to make a meaningful impact while working alongside experienced professionals in a collaborative environment.

Equal Employment Opportunity

International Benefits Administrators (IBA) is an Equal Opportunity Employer. Employment decisions are based on business needs, job requirements, and individual qualifications without regard to race, color, religion, creed, sex, pregnancy, childbirth or related medical conditions, sexual orientation, gender identity or expression, national origin, ancestry, age, disability, genetic information, marital status, veteran status, military status, or any other characteristic protected by applicable federal, state, or local law.

IBA is committed to fostering an inclusive workplace where all employees are treated with dignity and respect and are provided equal opportunities to succeed.

Essential Functions Disclaimer

The duties and responsibilities described in this job description are intended to describe the general nature and level of work performed by individuals assigned to this position. They are not intended to be an exhaustive list of all responsibilities, duties, or skills required. Management reserves the right to modify, assign, or remove duties and responsibilities as business needs dictate.

At-Will Employment (Recommended)

Employment Disclaimer

Nothing contained in this job description is intended to create a contract of employment, express or implied, or alter the at-will nature of employment. Employment with IBA is at will, meaning either the employee or the Company may terminate the employment relationship at any time, with or without cause or advance notice, subject to applicable law.

In business since 1972, International Benefits Administrators (IBA) is a third party administrator that specializes in personalized health services and plan management.

IBA’s extensive experience in administering health plans is based on our principal of professionalism and total commitment to the client. IBA offers claim service from our experienced staff that provides quick and effective resources to claimant’s needs. A dedicated team of representatives is available to our clients ensuring that requests are handled in a professional and expedient manner. Our goal is to enhance the quality of our clients' benefit plans, incorporating all necessary guidelines, to ensure they are cost effective and well received by all employees.