Senior Client Services Lead (Remote)

Role overview A senior client-facing position on a benefits technology and services platform, serving as the day-to-day liaison between clients and internal production teams. The role centers on account management, benefits administration delivery, and driving a high-quality client experience across the employee benefits lifecycle.

Responsibilities - Act as the primary day-to-day contact for assigned clients, ensuring internal teams understand goals, objectives, and time constraints. - Manage and facilitate client calls, new client administrator training, and ongoing enablement on product releases and system functionality. - Maintain client documentation including Standard Operating Procedures and process artifacts, and coordinate Annual Enrollment activities with internal stakeholders. - Provide concise, consultative communication on new system functionality, industry news, open items, project initiatives, and resolution activity. - Drive continual service improvement across delivery teams and partner with internal teams to surface trends, training needs, and Service Center support opportunities. - Participate in sales finalist meetings, partner with sales on prospect visits and scope-of-services presentations, and support broader go-to-market activities as needed.

Requirements - Bachelor's degree or equivalent preferred. - 7+ years of experience working directly with clients and building relationships, including direct experience in the employee benefits or benefits administration industry. - 2+ years operating as a Client Services Lead or equivalent account lead. - Strong understanding of healthcare administration and its industry impact; HRIS/payroll system familiarity is helpful. - Strong relationship management, project management, and analytical skills, with the ability to engage and motivate multiple stakeholders. - Demonstrated ability to lead client meetings, deliver presentations, maintain composure under pressure during peak seasons, and partner cross-functionally to deliver a seamless customer experience; willingness to travel up to 15%.

Benefits and work setup - Remote role with pay range of $80,000–$140,000 per year, eligibility for a quarterly bonus incentive plan, and a comprehensive benefits package for full-time benefit-eligible employees.