Description

Responsible for managing implementation and special projects, as well as the day-to-day client issues and relationship post-implementation; must be able to appropriately manage client expectations and problem resolution; should have strong technology, client management, communication and problem-solving skills.

Requirements include:

       Experience in relationship or account management.

       Experience implementing HR administration or employee benefits related software technology

       Understands opportunities and challenges of the benefits administration industry and how it impacts the implementation and management

       Possesses ability to troubleshoot processing problems and understands when assistance is needed for complex problems

Key Competencies

Communication

Excellent written and verbal skills; communicates effectively with clients, management and peers; is an advocate for documentation; maintains an open and timely communication channel with client.

Teamwork

Works well as a member of a team; provides relevant information to others in assisting with client issues; inspires others through energy, enthusiasm, and optimism; understands and leverages the company’s structure and relationships; pursues organization support and resources.

Client Relationships

Instills credibility, confidence; follows up; builds successful partnerships; identifies and understands the client’s specific needs and problems; is accountable for the success of the client relationship, including the quality of deliverables and adherence to SBC methodology and processes. 

       Identifies risks to client satisfaction on a timely basis and devises a strategy for mitigating those risks

       Establishes client specific success criteria for maintaining a positive, long term relationship

       Seeks opportunities for enhancements to the SBC product that will provide meaningful improvements to the client’s business

       Understands the appropriate instances when client push back is required; and delivers the appropriate message a manner that does not damage the relationship

       Understands each client’s scope of services and identifies out of scope requests 

Problem Solving and Analysis

Generates creative approaches to addressing problems and opportunities; identifies and weighs options, makes sound decisions after reviewing all relevant information; anticipates and plans for potential problems; takes calculated risks; recognizes impact of solutions.

       Seeks out relevant information before making decisions

       Anticipates problems and thinks ahead about next steps

       Generates original ideas and develops creative approaches for addressing problems or opportunities

       Translates strategies into step-by-step plans for action

       Gets the right people involved in problem solving

       Acts quickly to implement solutions

Technical Knowledge

Demonstrates ability to use technology effectively and productively; continually updates skills and knowledge; addresses problems as they arise or seeks help as appropriate.

Able to review setup designs.

Duties & Responsibilities

Client Management

       Creates Change Control documents when appropriate

       Updates the Business Requirements Document of any changes in scope

       Updates the Technical Design Document of any changes in Requirements

       Ensures timely submission of product enhancement requests and issues

       Provide weekly Internal Status Report

       Timely submission of hours

       Ensures receipt of up to date documentation at hand-off from implementation

       Identifies risks to client satisfaction on a timely basis; 

       Informs client on a timely basis of changes in scope

       Continuously follows up with clients; knows the client; communicates promptly with a plan for resolution of issues

       Sets clear expectations on deliverables

       Troubleshoots basic code problems and knows when and where to find assistance for complex problems

People Management

       Provides ongoing and timely feedback to Client Services Director of any team related issues