Senior Director Client Services

Accountabilities

• • Lead the strategic direction and day-to-day management of major client service engagements, ensuring service quality, performance, and client satisfaction remain consistently high.
  • Partner with Project Management and Production Planning to review capacity, deliverables, performance, work requests, and resource allocation.
  • Monitor client health scorecards, identify emerging risks, and work with teams to develop and implement corrective actions.
  • Serve as a senior escalation point for service delivery concerns, ensuring issues are documented, addressed, and resolved effectively.
  • Provide regular operational performance reporting to client leadership, highlighting achievements, risks, priorities, and resource needs.
  • Lead strategy discussions with Customer Success and internal stakeholders to assess client activity, business needs, performance, and opportunities for improvement.
  • Establish effective team operating rhythms, including stand-ups, regular one-to-ones, performance reviews, and ongoing communication around business priorities.
  • Coach, mentor, and develop Client Services team members while supporting onboarding, training, learning paths, and resource planning.
  • Oversee Annual Enrollment activities, proactively coordinating with clients and internal teams to ensure milestones and outstanding items are successfully managed.
  • Partner with Sales on finalist meetings, prospective client visits, scope-of-services presentations, renewals, cross-sell opportunities, and broader account growth initiatives.
  • Maintain strong knowledge of product releases, technology developments, system functionality, and benefits administration trends to provide informed client guidance.
  • Uphold organizational policies, operational standards, security practices, and privacy requirements while fostering a culture of accountability, collaboration, and continuous improvement.

  Requirements

  • Bachelor's degree in Management, Communications, or a related discipline.
  • 8+ years of progressive experience working with brokers, carriers, and clients within the benefits administration industry.
  • Strong experience in Health & Welfare benefits, healthcare, Human Resources, benefits technology, or a closely related environment.
  • Proven expertise in client relationship management, with the ability to establish trust, influence stakeholders, and serve as a senior strategic advisor.
  • Strong project and operational management skills, including the ability to coordinate complex priorities across multiple teams.
  • Demonstrated analytical and problem-solving capabilities, with a resourceful and creative approach to resolving client and operational challenges.
  • Excellent written and verbal communication skills, with confidence engaging executives, clients, team members, and cross-functional stakeholders.
  • Proven people leadership experience, including coaching, mentoring, performance management, training, and team development.
  • Strong commercial awareness and the ability to contribute to sales opportunities, renewals, cross-selling, and client growth strategies.
  • Technology fluency and a willingness to learn and communicate effectively about modern platforms, products, and system functionality.
  • Highly motivated, confident, energetic, and positive, with a collaborative leadership style and a strong commitment to continuous learning.
  • Willingness and ability to travel up to 15% as required.

  Benefits

  • Annual salary range of $110,000–$172,000, depending on education, experience, skills, knowledge, abilities, internal equity, and market factors.
  • Eligibility to participate in a quarterly bonus incentive plan.
  • Comprehensive benefits package for eligible employees.
  • Flexible and remote work environment.
  • Opportunities for professional development, continuous learning, and career growth.
  • Collaborative culture focused on client success, innovation, and employee development.
  • Opportunities to expand expertise across benefits technology, healthcare, HR, and related areas.
  • Strong focus on information security, privacy, and responsible handling of client data.
  • Inclusive workplace committed to equal employment opportunity and a respectful, supportive environment.