Client Services Lead

About the role

The owns the complete client experience from initial onboarding through long-term partnership success. This individual serves as the strategic owner for assigned accounts, directing all interactions to ensure service quality and alignment with client objectives. They set the tone for every engagement, coordinating internal resources to meet and exceed client expectations consistently. The role requires conducting and facilitating all client calls, from routine check-ins to critical strategic reviews. They are responsible for creating and delivering new client administrator training, ensuring teams are equipped for success. Accuracy of information is critical, so the role involves maintaining all client documentation, including Standard Operating Procedures and related process materials. The lead must stay current on all product releases, system updates, and functionality to provide accurate guidance. They provide consultation on product changes and translate complex requirements into viable, actionable solutions for clients. Clear communication regarding system features, industry trends, and resolution activities is essential to building trust. Continuous improvement drives this role, as the lead identifies service patterns and proposes fixes to enhance team effectiveness and client satisfaction.

Key facts

What you'll do

• Drive the end-to-end client journey for assigned accounts, ensuring seamless service delivery and proactive issue resolution.
• Act as the primary point of contact for all client communications, setting the direction for interactions and aligning internal stakeholders.
• Conduct and facilitate all client calls, including onboarding sessions, quarterly reviews, and strategic planning discussions.
• Create, deliver, and manage new client administrator training programs to ensure successful adoption and utilization of the platform.
• Maintain all client documentation, including Standard Operating Procedures, process materials, and administrative guides with strict accuracy.
• Stay current on all product releases, system updates, and functionality to provide expert-level consultation to clients.
• Translate complex product requirements and business needs into viable solutions that maximize the platform's value for clients.
• Communicate clearly and transparently regarding system features, industry news, and resolution activities to build strong relationships.
• Identify service patterns and propose data-driven fixes to enhance team effectiveness and improve the overall client experience.
• Coordinate Annual Enrollment activities, managing all open items to ensure readiness, compliance, and timely execution.
• Participate actively in sales finalist meetings, representing the client services perspective and advocating for client needs.
• Support the sales team during prospect visits and services presentations, providing insights and clarifications as needed.
• Identify training needs across the Service Center team and develop resources to elevate team performance and client service.
• Serve as a key liaison between clients and internal production teams, ensuring alignment and efficient workflow execution.

Requirements

Candidates must hold a college degree or equivalent credential to ensure a foundational level of expertise. A minimum of five years of direct client experience in employee benefits or benefit administration is required for this role. Demonstrated success in managing technology projects is essential to navigating the platform and client expectations. A deep understanding of benefit administration and its organizational impact is necessary to provide meaningful guidance. Comfort with technology is mandatory, as the ideal candidate navigates complex systems and Human Capital Management or Benefits Administration platforms. Experience with HRIS and payroll systems is valued for a comprehensive understanding of the client landscape. The role demands strong relationship management, project management, and analytical capabilities to handle diverse client needs. The Client Services Lead leads client meetings, delivers presentations, and builds long-term relationships based on trust and expertise. They advise clients using market insights and tailored guidance to support strategic decision-making. Collaboration across functional areas ensures a consistent and seamless customer experience for every client. Resilience is required, especially during peak seasons and high-pressure periods, to maintain service quality. A resourceful problem-solving mindset is essential to address challenges and deliver effective solutions quickly. The candidate must learn new technology rapidly and explain technical concepts clearly to clients with varying expertise levels. Willingness to travel up to 10% is required to support client needs and ensure timely in-person assistance. Nice to have

Preferred qualifications include prior experience in a client services or customer success role within the benefits administration sector. Additional consideration will be given to candidates who have a proven track record of managing large, complex client portfolios. Experience with data analytics and reporting tools is preferred to identify trends and drive service improvements. Familiarity with compliance and regulatory requirements in the employee benefits space is a distinct advantage. Candidates with background in change management or organizational development are encouraged to apply.

About the company

Businessolver simplifies benefits administration through a connected platform that brings data transparency, employee guidance, and real-time insights to the center of daily work.

Your team uses clear information flows and practical tools to manage coverage, communicate options, and respond to questions. You help organizations coordinate benefits, track decisions, and support better outcomes for employees every day.