Chicago, Illinois, United States
Experienced Senior Client Services Manager with a demonstrated history of working in the SaaS and client success industry. Strong client services professional focused on creating efficient and effective solutions in the healthcare and benefit administration space. Team player, detail oriented, quick learner and self-motivated worker.
- Directly manage a team of 7 and lead two jumbo market clients with 200,000+ active, COBRA and retiree participants ($30M+ book of business). - Manage and provide technical guidance to clients through the implementation, go-live and ongoing operations stages. - Test client sites, track and monitor the resolution of issues. - Assist in sales and marketing activities to increase and retain new and ongoing revenue. - Provide daily reviews/coaching for a 50+ team of service center representatives and help coach 7+ other analysts and managers each week. - Utilize analytics, trends and employee feedback to continue improving recommended products, training and site changes. - Continue to find ways to better the client relationship, leading to an increase in our NPS score the last 4 years in a row.
- Directly manage a team of 5 ($12M+ book of business) and lead a client with 20,000+ active, COBRA and retiree participants. - Manage and provide technical guidance through the implementation of new client sites. - Test client sites, track and monitor the resolution of issues. - Develop and implement fulfillment procedures. - Assist in sales and marketing activities to increase and retain new and ongoing revenue. - Provide daily reviews/coaching for a 30+ team of service center representatives and help coach 5+ other analysts and managers each week. - Utilize analytics, trends and employee feedback to continue improving recommended products, training and site changes. - Continue to find ways to better the client relationship, leading to an increase in our NPS score the last 3 years in a row.
- Prepare and conduct technical/product presentations, demonstrations and trainings to prospective clients and C-Suite Level Executives. - Analyze employee data and strategize new communications, trainings and benefit offerings to support their employees, COBRA participants and retirees. - Manage workflow in the setup and maintenance of 60 carrier and 6 payroll feeds weekly. - Utilize Salesforce for reporting, client tracking and employee calls on a daily basis. - Manage and support teams of 4 analysts, 100+ Service Center Representatives and 30,000+ employees, COBRA participants and retirees daily. - Test client sites for quality assurance; track and monitor the resolution of issues. - Member of the Diversity and Inclusion Task Force - Education, Training & Communication.
- Manage 4000 individual clients on a day-to-day basis - Compile prospective client lists, sensitive client forms and applications for new and existing clients - Complete Life, Long Term Care, Disability and Annuity Applications - Administrative executive for multiple Wealth Management Advisors - Lead training for other Associate Financial Representatives
- Research and create competitive marketing intelligence reports - Plan, execute, and market their annual fundraiser - Write press releases, memos, social media posts and agendas