AVP, Client Services

Role Overview

• 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 1:1s, 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.

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 and the ability to apply these skills in either verbal or written form when interacting with various clients, company personnel, and team members
• Resourceful and creative problem solver – constructively working with team members to find solutions
• 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%.

Benefits

• Eligible to participate in the quarterly bonus incentive plan
• Comprehensive benefits package including health insurance and retirement plans