Responsibilities
- Lead technical aspects of onboarding new clients and launching their benefit websites.
- Maintain and update client systems as needs evolve, including benefit structures, documentation, pricing, access controls, field settings, content, and unresolved implementation items.
- Perform quality assurance testing on client environments and oversee the tracking, monitoring, and resolution of defects.
- Collaborate with internal teams such as product, engineering, and support to deliver client commitments.
- Develop, maintain, and secure client approval on key implementation artifacts including benefit matrices, requirements, rate sheets, permissions, and question logs.
- Set up and adjust systems for yearly benefit updates and newly acquired clients.
- Carry out manual service delivery tasks when automation is not available.
- Investigate and resolve client-reported issues related to system behavior and operational processes.
- Educate clients on platform capabilities through live demos and instructional sessions.
- Validate both new and existing system features to confirm correct configuration for clients.
- Deliver technical and product walkthroughs for plan updates, content changes, and new release features.
- Address client inquiries about products with timely, researched, and accurate responses.
- Prioritize and respond to support tickets and questions within one business day, managing them from start to finish.
- Communicate clearly and professionally with clients during all stages of issue resolution.
- Improve service processes by deeply understanding internal tools and workflows.
- Organize and lead client meetings, including creating agendas and driving discussions.
- Mentor team members by sharing best practices, innovations, and client insights across product lifecycle stages.
- Oversee workflows for carrier and payroll data integrations, including setup and ongoing maintenance.
- Assist sales and marketing initiatives as needed.
- Take ownership of special projects as assigned by leadership.
- Design and execute fulfillment procedures for service delivery.
Requirements
- Bachelor’s degree or a comparable mix of education and professional experience.
- Minimum of five years in client-facing roles or analyst-level positions.
- At least two years of project management experience.
- Background in benefits administration, including familiarity with benefit plans, eligibility rules, enrollment workflows, and client programs.
- Direct experience configuring benefits administration systems, including plan design, eligibility logic, rates, permissions, and site settings.
- Hands-on experience with the bswift platform configuration.
- Strong technical foundation to understand and manage complex software systems.
- Proficiency in Microsoft Excel, including functions such as VLOOKUP, Pivot Tables, and core spreadsheet operations.
- Excellent written and verbal communication skills with the ability to engage both technical and non-technical stakeholders.
- Superior analytical and problem-solving abilities with strategic use of data.
- Proven ability to thrive in fast-moving, uncertain environments while delivering high-quality results.
- Consistently high productivity, reliability, and attention to detail.
- Commitment to teamwork, client satisfaction, and solving problems to achieve business goals.
Nice to Have
- Experience supporting HR technology or SaaS-based benefits platforms.
- Background in professional services or client implementation settings.
Benefits
- Comprehensive medical, dental, and vision coverage to support overall health.
- Competitive pay structure that reflects skills, performance, and contributions, including incentive opportunities.
- Flexible work model with remote-first policy and optional office access.
- Employer-sponsored retirement savings plans to support long-term financial goals.
- Access to training and resources for career advancement and skill development.
- Inclusive culture that values collaboration, transparency, and innovative thinking.
- Programs focused on mental health, financial wellness, and overall employee wellbeing.
Compensation
Competitive Compensation: A package recognizing your skills and contributions, including performance-based incentives.
Work Arrangement
Hybrid
Team
Collaborative and supportive environment focused on delivering client success through technical expertise and process excellence.
Other
Standard working hours are from 8 AM to 5 PM Central Time unless otherwise communicated.
Not specified
