AVP of Client Services (Remote)

AVP of Client Services (Remote)

The AVP of Client Services is a driver of execution. This role is accountable for delivering a consistent, high quality client experience. You are responsible for proactive management, driving accountability and operational execution at all touch points for your clients. The ideal candidate supports all client related activities as well as the needs of the team in order to deliver client delight.

The Gig:

• 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

What you need to make the cut:

• 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