AVP of Client Services

About the role

The AVP of Client Services is a driver of execution accountable for delivering a consistent high quality client experience. You own 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. You partner closely with Project Management and Production Planning to align capacity and team deliverables on a daily basis. You act as the primary client escalation point for service delivery concerns ensuring all items are documented addressed and resolved. Your leadership ensures that client strategies are executed flawlessly and that every interaction reinforces Businessolver's service oriented culture.

Key facts

What you'll do

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 scorecards 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 teams identifying successes risks and needs weekly.

Conduct regular strategy meetings with Customer Success teams 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 one on ones reviewing work processes and other team member 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 teams are executing against Annual Enrollment related activities and proactively engage 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.

Requirements

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.

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 new technology and being able to communicate effectively when discussing with clients.

Desire to learn about the newest cutting edge technology and passion for continuous learning.

Availability to travel up to 15%.

Practical notes

Only hours travel visa or deadlines stated in SOURCE.

This role requires availability to travel up to 15% and is open to candidates located anywhere within the contiguous 48 states. The compensation range is specified as $90K to $140K per year with final pay determined by candidate experience qualifications and location. There are no specific visa sponsorship details or exact working hour counts provided in the source material. The position operates under full-time engagement and requires consistent availability for weekly performance reviews daily stand-ups and participation in client facing meetings including sales finalist meetings. All team members are expected to engage in continuous learning to stay current with product releases and system functionality as part of the ongoing professional development expectations.