Serve as a day-to-day liaison between our clients and our production teams, making sure we understand all goals, objectives and time constraints
Manage and facilitate client calls and new client administrator training
Maintain all client documentation such as Standard Operating Procedures and process related documentation
Engage in ongoing educational opportunities on product releases, updates and system functionality
Educate, discuss and collaborate with clients on relevant product updates, engaging in consultation with Client Success Leader as needed
Provide concise communication regarding new system functionality, industry news, open items, project initiatives and resolution activity
Drive continual improvement of the delivery of services from all teams; ensuring a cohesive, high quality service
Coordinate 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
Partner with internal teams to identify and discuss trends and training needs, providing support and expertise to the Service Center team
When it comes down to it, make them love us…a lot!

College Degree (or equivalent) preferred
7+ years’ experience working with clients and building relationships with direct experience in the employee benefits/benefit administration industry
2+ years’ experience operating as a Client Services Lead
Must have strong understanding of healthcare administration and the impact it has on the industry
Human Resources and HRIS (human resources information system)/payroll system(s) knowledge helpful
Strong relationship management and project management expertise, analytical skills and the ability to engage and motivate multiple stakeholders across the organization
Ability to lead client meetings, deliver presentations and establish relationships
Consultative approach to communication – giving the clients insight to activity in the market that may potentially impact their business – while providing solutions related to our platform
Demonstrated ability to partner with other functional areas/organizations to deliver a seamless experience for the customer
Ability to maintain grace under pressure – especially during the busy season; basically the ability to bring order out of creative chaos during a compressed, high pressure period of time
You must be a 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
Availability to travel up to 15%.

This role is eligible to participate in the quarterly bonus incentive plan.
a comprehensive benefits package which can be viewed here: https://businessolver.foleon.com/bsc/job-board-businessolver-virtual-benefits-guide/

Senior Client Services Lead

Key skills