Senior Client Services Lead (REMOTE)

About the role

The Senior Client Services Lead operates as the central command for client relationships, owning the end-to-end experience for assigned accounts from initial contact through long term strategic partnership. This role is responsible for translating complex businessolver platform capabilities into clear, actionable strategies that directly support client business objectives and retention. You will act as the primary day-to-day advocate for clients, ensuring their needs are anticipated, met, and exceeded with a consistently high quality service delivery. The position requires a consultative mindset, using deep industry knowledge to provide proactive guidance and innovative solutions that maximize the value of the businessolver investment. You will foster a culture of delight by building trusted relationships and maintaining a responsive, accountable presence for every engagement. This role demands ownership of cross-functional collaboration to resolve issues efficiently and drive continuous improvement across all client touchpoints. Ultimately, you will ensure that every client interaction reinforces businessolver's commitment to complete client delight and measurable success.

Key facts

What you'll do

Coordinate client communications to ensure alignment on goals, objectives, and time constraints while managing expectations.

Facilitate and manage all client calls, including agenda setting, note taking, and follow up to maintain momentum and clarity.

Develop and maintain comprehensive client documentation, including Standard Operating Procedures and process workflows.

Lead new client administrator training sessions, ensuring a thorough understanding of platform capabilities and best practices.

Monitor product releases and system updates to educate clients on new functionality and potential operational impacts.

Provide concise internal and external communications regarding open items, project initiatives, and resolution status.

Analyze client trends and usage data to identify opportunities for optimization and drive continual service improvements.

Coordinate and support Annual Enrollment activities, managing timelines and proactively addressing any open issues with internal teams.

Partner with the sales team to prepare for finalist meetings, prospect visits, and scope of services presentations.

Collaborate with internal support centers to identify training needs and deliver expertise that enhances the overall service experience.

Engage in ongoing professional development to remain current on product features, industry regulations, and market trends.

Champion a client-first mindset, ensuring every interaction builds loyalty and reinforces the value of the businessolver partnership.

Drive proactive problem solving by working closely with cross-functional teams to resolve challenges efficiently.

Maintain grace under pressure during peak seasons, bringing order to complex situations and managing competing priorities.

Requirements

Must possess a college degree or equivalent professional experience in a related field.

Bring a minimum of 7 years of hands on experience working directly with clients in the employee benefits or benefit administration industry.

Have at least 2 years of proven experience serving in a Client Services Lead capacity with increasing responsibility.

Demonstrate a strong and thorough understanding of healthcare administration and its impact on the industry and client operations.

Human Resources knowledge and HRIS or payroll system experience is highly beneficial for success in this role.

Show exceptional strength in relationship management, project management, and analytical thinking.

Possess the ability to engage and motivate multiple stakeholders across diverse organizational structures.

Prove capability in leading client meetings, delivering clear presentations, and establishing strong professional relationships.

Adopt a consultative communication approach that provides clients with market insights and solution oriented guidance.

Consistently demonstrate the ability to partner with other functional areas to deliver a seamless and integrated customer experience.

Maintain professionalism and composure, especially during high volume periods, with the ability to create order from challenging situations.

Be a resourceful and creative problem solver who collaborates effectively with team members to find practical solutions.

Be tech savvy, with a quick learning curve for new technologies and the ability to explain complex topics to clients clearly.

Commit to availability for travel up to 15 percent of the time to support client needs and strategic initiatives.

Practical notes

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