A leading global provider of technology-enabled risk, benefits, and integrated business solutions is looking for a Client Services Director. This role can be located anywhere in the US, near a major airport, with travel up to 50%.
PRIMARY RESPONSIBILITIES:
- Lead/manage new or expanding client programs or service offerings.
- Participate in client meetings, stewardship reviews, and presentations.
- Develop and execute client service plans to maintain and increase client satisfaction.
- Collaborate with internal operational teams to understand, improve, and document client processes, workflows, and service delivery.
- Identify and execute on opportunities to improve quality and efficiency of client service and program delivery.
- Ensure all contractual obligations and deliverables are met or exceeded.
- Implement strategies and solutions aimed at enhancing the client experience.
- Track key metrics, service levels, and performance indicators related to client service.
- Act as a subject matter expert on products, services, and industry best practices.
- Stay informed about industry trends, market changes, and client needs to proactively address challenges and opportunities.
- Prepare and deliver executive-level communications, presentations, and reports.
- Support new business opportunities, including active participation in the sales process and solution design.
- Direct account implementation by working with appropriate internal stakeholders and the client to ensure proper setup and program execution.
- Work within budget and meet deadlines.
- Support account management, service team leaders, and sales as needed to manage client escalations, participate in special projects, etc.
- Support financial goals and objectives for assigned clients, ensuring alignment with overall business strategies.
- Demonstrate commitment to the company’s code of business conduct and ethics, and all HR and compliance policies, procedures, and training.
- Other duties as assigned.
QUALIFICATIONS:
- Education: Bachelor’s degree from an accredited college or university required.
- Experience:
- 10-15 years of experience in the risk management and insurance industry, specifically within Third Party Administration (TPA).
- Proven track record of successfully managing and growing client relationships, preferably in a TPA or related service industry.
- Experience presenting to senior-level audiences.
- Skills/Knowledge:
- Excellent communication skills (written and verbal), with the ability to articulate complex concepts clearly and persuasively.
- Strong analytical and problem-solving abilities, with a data-driven approach to decision-making.
- Strategic thinker with a deep understanding of risk management, claims, and insurance principles.
- Ability to influence and negotiate with clients and internal stakeholders effectively.
- Strong interpersonal skills with the ability to build rapport and trust with clients and colleagues.
- Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint) and CRM software.
- A client-centric mindset with a passion for delivering exceptional service.
- Proven leadership abilities, including team building, mentorship, and performance management.
- Ability to manage multiple priorities and projects simultaneously in a fast-paced environment.
- In-depth understanding of industry regulations and compliance requirements.
- Travel: Travel up to 50%
