Senior Director Client Services

• Set the vision and strategic direction for client service excellence, ensuring strong client satisfaction, operational performance, retention, and business growth.
• Partner daily with Project Management and Production Planning teams to review capacity, team deliverables, priorities, and overall performance.
• Establish clear processes for documenting, evaluating, and assigning client work requests to the appropriate resources.
• Review client health scorecards regularly, identify risk areas, and work with teams to develop and execute appropriate mitigation plans.
• Serve as a senior escalation point for service delivery concerns, providing oversight and ensuring critical issues and initiatives are documented, addressed, and resolved effectively.
• Deliver regular operational performance reporting to client leadership, highlighting successes, risks, opportunities, and resource needs.
• Lead strategy sessions with Customer Success teams to assess client activity, evolving needs, performance, and opportunities for improvement.
• Facilitate team stand-ups to communicate business priorities and monitor deliverables, including open cases, file activity, and client maintenance activities.
• Manage and develop team members through regular one-on-ones, performance reviews, coaching, process evaluation, and resource planning.
• Lead onboarding and training for new team members while supporting ongoing learning paths and professional development across the organization.
• Oversee execution of Annual Enrollment activities, proactively coordinating with clients and internal teams to resolve open items and maintain delivery timelines.
• Support renewal and cross-sell initiatives by identifying opportunities to strengthen client relationships and expand services.
• Participate in sales finalist meetings, prospective client visits, and scope-of-services presentations, bringing client service expertise to the sales process.
• Maintain current knowledge of product releases, technology updates, and system functionality to effectively support clients and internal stakeholders.
• Promote a culture of continuous improvement, collaboration, accountability, security, and client-focused service.
• Ensure compliance with organizational policies, procedures, information security standards, and privacy controls.

Requirements

• Bachelor’s degree in Management, Communications, or a related field.
• 8+ years of progressive experience working with brokers, carriers, and clients within the benefits administration industry.
• Strong understanding of Health & Welfare Benefits, benefits technology, Human Resources, healthcare, or related fields.
• Demonstrated expertise in client relationship management and project management, with the ability to manage complex engagements and multiple priorities.
• Strong analytical and problem-solving skills, with the ability to identify risks, develop practical solutions, and drive issues through resolution.
• Excellent verbal and written communication skills, with the ability to build credibility and communicate effectively with clients, executives, internal teams, and other stakeholders.
• Proven ability to engage, motivate, and develop teams while fostering collaboration and accountability.
• Highly motivated, confident, energetic, and positive, with a strong customer-focused mindset.
• Resourceful and creative approach to problem solving, with the ability to work constructively with colleagues and stakeholders to find effective solutions.
• Strong technological aptitude and comfort learning and discussing modern technology and systems with clients.
• Genuine interest in emerging technology, product innovation, and continuous professional learning.
• Strong executive presence and the ability to represent the organization effectively in client and prospective-client settings.
• Willingness and ability to travel up to 15% as required.

Benefits

• Annual salary range of $110,000–$172,000, with compensation determined based on education, experience, knowledge, skills, abilities, internal equity, and market data.
• Eligibility to participate in a quarterly bonus incentive plan.
• Comprehensive benefits package for eligible full-time and part-time employees.
• Access to a broad range of employee benefits and support programs.
• Opportunity to work in a technology-enabled benefits administration environment.
• Leadership opportunity with significant influence over client experience, service delivery, and business growth.
• Commitment to professional development, continuous learning, and exposure to evolving benefits technology.
• Strong focus on information security, privacy, and responsible handling of client data.
• Equal opportunity workplace committed to an inclusive and supportive professional environment.