Director of Client Services
B
BusinessolverBenefits Technology
Anywhere in the U.S.Full-TimeDirector
Salary80000 - 154000 USD per year
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Job Details
- Experience
- 8+ years
Requirements
- 8+ years progressive experience working with brokers, carriers and clients in the Benefit Administration arena
- Bachelor’s Degree in Management, Communication or similar field preferred
- Experience with Technology, Health & Welfare Benefits, Human Resources, or Health Care strongly preferred
- Highly motivated, confident, energetic and must possess a positive attitude
- Strong relationship management and project management expertise
- Analytical skills and the ability to engage and motivate multiple stakeholders across the organization
- Excellent communication skills
- Resourceful and creative problem solver
- Tech savvy – must have a comfort level with learning new technology and being able to communicate effectively when discussing with clients
- Desire to learn about the newest cutting edge technology and passion for continuous learning
- Availability to travel up to 15%
Responsibilities
- Partner with Project Management and Production Planning team members daily to review capacity, team deliverables and performance
- Provide direction on documentation of work requests, participating in discussions to define and assign work to appropriate resources
- Review and analyze performance on client health scorecard weekly, reviewing risk areas with team members as needed
- Act as client escalation point for service delivery concerns to provide oversight and drive delivery of key initiatives, ensuring all items are documented and addressed
- Provide operational performance reports to client leadership team, identifying successes, risks and needs weekly
- Conduct regular strategy meetings with Customer Success team to review client activity, needs and performance
- Lead daily stand-up meetings with team members to communicate business initiatives and review deliverables such as open cases, file activity and other related client maintenance tasks
- Manage team members by conducting regular 1:1’s, reviewing work, processes and other team member needs in order to ensure successful execution of assigned tasks
- Conduct new team member training and support overall learning paths for all team members, aligning resources as needed
- Ensure team is executing against Annual Enrollment related activities and proactively engage the clients and internal teams as needed on open items
- Participate in sales finalist meetings and partner with the sales team on prospect visits and scope of services presentations
- Engage in ongoing educational opportunities on product releases, updates and system functionality
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