Client Relationship Manager at Capital Services – Towson, Maryland

Capital Services, Inc. is a people-first consulting firm dedicated to helping organizations achieve high-impact outcomes through strategic workforce and benefits solutions. Headquartered in Maryland with multiple office locations, Capital Services serves clients across the United States, providing personalized guidance and expertise to organizations seeking to strengthen their people strategies and operational effectiveness.

Capital Services specializes in several key areas, including employee benefits consulting and custom plan design, tactical and strategic HR consulting, project-based human resources support, strategic recruiting and hiring, and executive compensation planning. Through a collaborative and client-focused approach, we help organizations attract, retain, and support the talent they need to grow and succeed.

Our Mission
At Capital Services, our mission is to empower organizations, elevate people, and deliver with purpose. We are committed to helping businesses build stronger workplaces by aligning people strategies with organizational goals. Through thoughtful guidance, trusted partnerships, and results-driven solutions, we support leaders in creating environments where both their organizations and their people can thrive.

Our Values
Our work is guided by a set of core values that shape every client relationship and solution we deliver:

Integrity – We operate with honesty, accountability, and a strong ethical foundation in every engagement.
Transparency – We believe in open communication, clear expectations, and trusted partnerships with our clients.
Strategic Foresight – We anticipate challenges and opportunities, helping organizations prepare for the future with confidence.
People Over Profits – We prioritize the well-being, development, and success of the people behind every organization.
Measurable Results – We focus on delivering practical solutions that create real, quantifiable impact for our clients.

WHAT YOU'LL DO...

Responsible for the day-to-day account management for routinely/moderately complex client accounts for large group department 51+ fully insured and self-funded. Manages the assigned book of business and builds, expands, and solidifies relationships with existing clients.

Objectives

• Manage client processes accurately and timely: RFP, Client Set-Up, Closing Process
• Complete compliance reviews accurately and timely
• Communicate to clients consistently and pro-actively
• Attend at least one training/seminar/workshop per quarter

Essential Functions

1. Day to day contact for client for service needs; provide administrative support to an assigned block of clients. Must have a Life and Health license.
2. Manage client set-up, renewals, run open enrollment meetings and client meetings as needed.
3. Take lead on designated renewals: prepare RFP, collect and review competitive proposals, prepare renewal presentation illustrating market offerings and present the Capital Services recommendations.
4. Resolve the most complex customer service problems directly; escalate client concerns when appropriate including claims.
5. Take the lead on overall compliance for the client to include annual compliance review and overall, Health and Welfare plan compliance.
6. Maintain data integrity and quality with any applicable software on a timely basis.
7. Coordinate employee communications for enrollment.
8. Establish and preserve a solid business rapport with clients and vendors.
9. Educate clients on applicable legislation and market trends.
10. Contract review and negotiations.
11. Provide Vendor Management support for client.
12. Prepare client utilization reports for review with client.
13. Manage and update client’s benefit portals.
14. Generate client interest in additional lines of coverage and cross selling opportunities
15. Participate in workshops, seminars, certifications, software/hardware updates, and/or health & welfare coursework to ensure highest level of industry knowledge. Other duties as assigned.

THE WORK ENVIRONMENT

This job operates in a professional office environment at least 3 days per week, and remote 2 days. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

While performing the duties of this job, the employee is regularly required to talk and/or hear. The employee frequently is required to stand; walk; and reach with hands and arms. This position requires the ability to occasionally lift office products and supplies, up to 20 pounds.

Position Type/Expected Hours of Work

This is a full-time position. Typical days and hours of work are Monday through Friday, 8:30 a.m. to 5 p.m. (standard business hours). Occasional evenings or weekends may be required depending on workload and client demands.

Travel

25% travel is a requirement of this position and may involve out-of-area and overnight travel.

Required Education and Experience

• Bachelor’s Degree or higher in Management, Business, or related field, with a minimum of 7-10 years professional working experience as an account manager or client service representative in the insurance (or a related) industry; or a combination of education and experience.
• Proficient knowledge of Microsoft Windows applications and MS Office (Word, Excel, PowerPoint, Outlook).
• Must maintain Life/Health Producer license.
• Must possess excellent problem-solving and analytical skills and be able to translate business and technical requirements into workable solutions.
• Must possess strong communications skills (written and verbal) with an ability to communicate directly with clients, vendors, colleagues and executive management team.
• Must possess the ability to manage multiple timelines and complete tasks quickly within the constraints of timelines and budgets.
• Must possess the ability to work effectively as an individual and part of a team.