Senior Director, Client Services

This is a fully remote position, open to applicants in United States.

📋 Description

• Establish the vision and strategic direction for client service excellence throughout the organization.

• Facilitate strategy meetings with clients and assist in managing complex client engagements.

• Propel renewal and cross-selling initiatives.

• Supervise performance management, resource development, and compensation processes.

• Collaborate daily with Project Management and Production Planning teams to assess capacity, deliverables, and performance.

• Direct the documentation, definition, and allocation of work requests.

• Analyze weekly client health scorecards and address areas of risk.

• Serve as the client escalation contact for service delivery issues.

• Provide oversight and ensure the successful delivery of key initiatives.

• Generate weekly operational performance reports for client leadership.

• Conduct strategy meetings with Customer Success teams.

• Lead daily stand-up meetings and review active cases, file activity, and client maintenance tasks.

• Mentor team members through one-on-one meetings, work reviews, and process evaluations.

• Facilitate training for new team members and support their learning paths.

• Ensure the execution of Annual Enrollment activities.

• Participate in sales finalist meetings, prospective visits, and scope-of-services presentations.

• Engage in ongoing education regarding product releases, updates, and system functionalities.

• Act as a security contact for the business unit and coordinate with information security on security and privacy issues.

• Perform additional duties as assigned.

⛳️ Requirements

• A Bachelor’s Degree in management, Communication, or a related field is required.

• Over 8 years of progressive experience working with brokers, carriers, and clients in the Benefit Administration sector.

• Strong expertise in relationship management and project management.

• Analytical skills with the ability to engage and motivate multiple stakeholders.

• Exceptional verbal and written communication abilities.

• Resourceful with a creative approach to problem-solving.

• Comfortable learning about and discussing modern technology with clients.

• A strong desire to learn innovative technology and a passion for continuous education.

• Experience in Technology, Health & Welfare Benefits, Human Resources, or Health Care is strongly preferred.

• Willingness to travel up to 15%.

• Must comply with all relevant policies and standards.

• Must adhere to information security and privacy policies, procedures, and controls.

🏝️ Benefits

• Quarterly bonus incentive plan.

• Comprehensive benefits package available for full-time or part-time benefit-eligible employees.

• Background checks, identity verification, and reference confirmation as part of the hiring process.