The Success Manager will represent Member Services in client meetings by taking ownership of trend analysis escalation mitigation performance updates cross-functional initiatives and the delivery of departmental messaging. They will serve as the primary point of contact to ensure seamless and effective communication between Member Services and clients maintaining alignment on priorities expectations and service delivery standards.

The Gig:

• Collaborate with Client Services Member Services leadership and MS / Businessolver support functions to proactively address issues strategies remediations and outstanding items.
• Analyze available reporting and data using machine learning and evaluative methods to provide consultative insights to internal and client teams.
• Assess risks identify communication opportunities and pinpoint areas for improvement to enhance Member Services effectiveness.
• Incorporate member feedback and concerns into client discussions to improve service offerings and the overall member experience.
• Deliver operational metrics guidance and strategic plans to meet MS-related service level agreements and contractual obligations.
• Ensure quality assurance checks are consistently performed across all client-facing Member Services deliverables.
• Act as a subject matter expert and leader within the Member Services domain.
• Coordinate with onshore offshore and subcontracted MS partners to unify client-facing service delivery.
• Support Member Services messaging in new business pursuits as applicable.
• Assist in onboarding discussions for new clients as needed.
• Co-lead Member Services huddles to communicate business initiatives and review deliverables such as open cases file activity and other client maintenance tasks.
• Manage and develop team members through regular one-on-one meetings performance reviews and process evaluations to ensure timely and successful task execution.
• Oversee training for new team members and support ongoing learning paths aligning resources as necessary.
• Lead the execution and delivery of performance management and compensation processes within the unit.

What You Need to Make the Cut:

Required:

• 8 years of leadership experience in the benefits administration industry or equivalent.
• Bachelors degree or equivalent business experience.
• 5 years of experience in team leadership and client management.
• Adaptability to changing environments and competing demands.
• Strong communication skills including the ability to engage in strategic conversations with C-level clients.
• Reliability under pressure with a results-driven mindset.
• Entrepreneurial spirit with a hands-on enthusiastic leadership style.
• Excellent interpersonal skills with the ability to connect across all levels and manage change effectively.

Preferred Skills:

• Experience in consulting influencing and persuading clients.
• Proven ability to lead and direct change.
• Commitment to quality and a customer service mindset.
• Effective data-driven communication.
• Ability to drive timely results.
• Coaching and developing team members.
• Prioritizing workloads projects and competing priorities.
• Experience in account management is strongly encouraged.

The pay range for this position is 48K to 75K per year (pay to be determined by the applicants education experience knowledge skills and abilities as well as internal equity and alignment with market data).

This role is eligible to participate in the annual bonus incentive plan.