Job Summary: The Senior Director of Client Services is an executive leader who sets the vision and direction for client service excellence across the organization. This role leads strategy meetings with clients, supports complex client engagements, and drives renewal and cross-sell initiatives. The Senior Director of Client Services oversees the execution of performance management, resource development, and compensation processes, while fostering a culture of continuous improvement and collaboration. With a strong focus on client satisfaction and business growth, this individual ensures that Businessolver remains a trusted partner for benefits administration.
The Gig:- Partner with Project Management and Production Planning team members daily to review capacity, team deliverables, and performance.
- Provide directions 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 providing 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 members needs 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 prospective visits and scope of services presentations.
- Engage in ongoing educational opportunities on product releases, updates, and system functionality.
- Performs other duties as assigned.
- Comply with all policies and standards.
What you need to make the cut:- Bachelor's Degree in management, Communication, or similar field required.
- 8+ years progressive experience working with brokers, carriers, and clients in the Benefit Administration arena.
- 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.
- 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 modern technology and being able to communicate effectively when discussing with clients.
- Possess a desire to learn about the newest innovative technology and passion for continuous learning.
- Experience with Technology, Health & Welfare Benefits, Human Resources, or Health Care strongly preferred.
- Availability to travel up to 15%.
The pay range for this position is 110K to 172K per year (pay to be determined by the applicant's education, experience, knowledge, skills, and abilities, as well as internal equity and alignment with market data).
This role is eligible to participate in the Quarterly bonus incentive plan.
Other Compensation: If this position is full-time or part-time benefit eligible, you will receive a comprehensive benefits package which can be viewed here: https://businessolver.foleon.com/bsc/job-board-businessolver-virtual-benefits-guide/
