About the company
This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Senior Director Client Services based in the United States.
This is an executive-level client services leadership role focused on delivering exceptional outcomes across complex benefits administration programs.
Responsibilities
- 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.
Conditions
- 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.