Client Services Supervisor

The Client Services Supervisor leads the daily performance of Client Services by providing day-to-day supervision and work direction for Account Managers and coordinators.

The Client Services Supervisor coordinates workload and account coverage, monitors the overall health of the client portfolio, and ensures consistent execution of renewals, billing, client commitments, client engagement activities, and company communications.

The Supervisor will maintain and manage a portfolio of assigned company accounts, including responsibility for ongoing client relationships and service needs.

The Supervisor partners with the Business Development and Client Services Manager to support retention, service quality, staff development, and consistent follow-through across the client experience.

The Supervisor also supports priority Business Development and Client Services initiatives and duties as assigned by the Business Development and Client Services Manager and EAP Director.

The position is Monday-Friday onsite 9-5 at the Employee Service Center located at 5245 S College Dr, Murray, UT.

Responsibilities:

• Makes timely decisions within the scope of the role, takes ownership of outcomes, and holds themselves and the team accountable for consistent follow-through.
• Provides day-to-day supervision and work direction for Account Managers including regular one-on-one check-ins, coaching, workload management, development, quality monitoring, and clear accountability for client commitments and documentation.
• Monitors the overall health of the client portfolio, including utilisation, engagement, client satisfaction, account sustainability, renewal risk, recurring concerns, and service gaps for all accounts including their own.
• Oversees account coverage, client touchpoints, upcoming renewals, required deliverables, routine audits, and first-level client escalations to maintain consistent Account Management standards.
• Co-leads the development and execution of client resources, materials, website content, and client communications.
• Completes and oversees company billing, monitors billing accuracy and follow-through, and monitors assigned Business Development and Client Services budgets and expenses.
• Partners with the Business Development and Client Services Manager on retention goals, portfolio interventions, process improvements, and department initiatives.
• Promotes collaboration, cross-training, continuity of service, and effective coordination across Account Management, Business Development, and other EAP teams.

Requirements:

• Demonstrated experience leading or coordinating client services, account management, business operations, or a related function.
• Demonstrated ability to coach staff, organise work, monitor quality, address performance concerns, and maintain accountability for deadlines and commitments.
• Demonstrated ability to identify client risks, service gaps, workflow barriers, or adverse trends and coordinate appropriate action.
• Strong written and verbal communication skills with the ability to work effectively with clients, employees, leaders, and cross-functional partners.
• Strong organisational, analytical, and problem-solving skills in a fast-paced environment with competing priorities.

Preferred Qualifications:

• Bachelor’s degree in business, communications, healthcare administration, or a related field.
• Experience in Employee Assistance Programs, healthcare, behavioural health, account management, client services, or benefits administration.
• Experience with Salesforce, Asana, Formstack, website coordination, client reporting, or related business systems.
• Experience supervising employees and supporting performance evaluations, training, and staff development.

Benefits:

We care about your well-being – mind, body, and spirit – which is why we provide our caregivers a generous benefits package that covers a wide range of programs to foster a sustainable culture of wellness that encompasses living healthy, happy, secure, connected, and engaged.

Salary:

$41.84 - $65.90 per hour