Client Services Lead - MEGA Client Experience (Remote)

Preferably a college degree (or equivalent). 10+ years of experience working directly with large, complex clients in the employee benefits/benefit administration industry. Strong project management experience, especially with technology projects. In-depth understanding of benefit administration and employee benefit programs. Comfortable with technology and adept at navigating systems. Ability to troubleshoot issues and navigate Human Capital Management and/or Benefits Administration Systems. Experience with Human Resources and HRIS/payroll systems is beneficial. Excellent relationship management, project management, and analytical skills. Ability to lead client meetings, deliver presentations, and build strong relationships. Proven ability to communicate and collaborate across functional areas. Resilience under pressure, with a knack for bringing order to chaos. Resourceful problem solver, adept at finding solutions collaboratively. Tech-savvy with a willingness to learn new technology and effectively communicate technical concepts. Availability to travel up to 10%.

Act as the primary liaison between clients and production teams. Conduct and manage client calls and new client administrator training. Maintain all client documentation, including Standard Operating Procedures. Stay updated on product releases and system functionalities. Collaborate with clients on product updates and provide consultation. Deliver clear communication on system functionalities, industry news, and project initiatives. Drive continuous improvement in service delivery. Coordinate Annual Enrollment activities. Participate in sales finalist meetings and assist sales teams. Identify trends and training needs for the Service Center team.