Responsibilities
- Manage a portfolio of approximately 12 major employer clients, serving as the primary representative for all client-facing matters.
- Ensure strong client relationships through consistent engagement, reflected in high satisfaction and retention metrics.
- Partner with client executives, brokers, consultants, and internal teams to uncover growth opportunities within existing accounts.
- Act as the main contact for clients, coordinating with product, engineering, data, and marketing teams to execute cross-functional projects.
- Advise clients on effective support strategies for working parents using program insights and industry knowledge.
- Turn satisfied clients into active promoters by capturing success stories for use in marketing and reference materials.
- Handle client concerns and escalations, working closely with support, operations, analytics, product, and sales teams as needed.
- Deliver in-depth analysis of member engagement and program performance metrics to guide strategic decisions.
- Lead communication efforts aligned with shared goals, including business reviews, client events, and project planning.
- Represent client needs internally to influence product development and marketing strategies.
- Diagnose underlying issues impacting client success and propose scalable process and system improvements.
- Make informed, balanced decisions by evaluating diverse inputs while aligning with organizational objectives.
Work Arrangement
Hybrid
Other
- Applicant must have valid work authorization in the United States.
- Monthly travel is required for important client meetings, with occasional visits to the New York City office for team engagement and quarterly meetings.
