Head of Client Services - Transforming Client Experience through Operational Excellence and Strategic Leadership across the United States

Join Businessolver, a Pioneer in Benefits Technology and Services, and Shape the Future of Client Delight

Since 1998, Businessolver has been at the forefront of delivering market-changing benefits technology and services, driven by an unwavering commitment to client needs. As a company founded by HR professionals, we've cultivated a service-oriented culture that prioritizes client delight and measurable success. Our secure SaaS platform and dedicated team have enabled us to achieve remarkable growth and make a meaningful impact in the industry.

We're now seeking an exceptional leader to join our team as the Head of Client Services, responsible for driving operational excellence, client satisfaction, and strategic growth. As a remote role, you'll have the flexibility to work from anywhere in the United States, collaborating with our talented team to shape the future of client experience.

The Role: Creating a Culture of Operational Excellence

As the Head of Client Services, you'll be instrumental in developing and managing our client services team, focusing on quality, client delight, and professional development. Your expertise will help us:

• Develop and implement strategies to enhance client satisfaction and retention, driving long-term relationships and business growth.
• Build strong connections with key clients and stakeholders, understanding their needs and delivering tailored solutions.
• Identify new business opportunities and create strategies to expand our client base, leveraging market insights and industry trends.
• Oversee the delivery and strategy of departmental books of business during Annual Enrollment and daily client activity, ensuring seamless execution and exceptional client experience.
• Manage multiple books of business and workstreams within the client services department, ensuring successful execution of client delight initiatives.
• Support and execute a process framework for operational efforts, instilling predictability and discipline across the department.
• Drive employee engagement by setting clear departmental expectations, reward and recognition, and professional development opportunities, fostering a culture of growth and excellence.
• Collaborate with cross-functional teams to ensure client needs are met across all areas of the business, promoting a cohesive and client-centric approach.
• Employ analytical and creative thinking to improve operational, regulatory, quality, and organizational performance, driving innovation and excellence.
• Support book of business leaders in cross-sell and upsell opportunities, developing and maintaining relationships with brokers, and partnering with the sales team on prospect visits and finalist meetings.
• Create, manage, and track goals and key performance objectives for all departments and teams, ensuring alignment with company objectives.
• Increase organizational effectiveness to enable scaling during a time of rapid growth, driving strategic initiatives and process improvements.
• Ensure departmental delivery of enviable performance against contractual SLA's to clients, maintaining high standards of quality and service.
• Develop a strategic framework across the department to support product enhancements, innovation initiatives, and cross-team innovation, driving client delight and business growth.
• Understand departmental capacity and resource needs to support financial business decisions, providing data-driven insights and recommendations.

What You'll Bring: Essential Qualifications and Skills

To excel in this role, you'll need:

• An undergraduate degree; a Master's degree in Business Administration is preferred.
• 20+ years of industry experience, with a proven track record of leadership and client services expertise.
• 10+ years of team leading experience, with a strong background in managing and developing high-performing teams.
• Excellent presentation and facilitation skills, with the ability to communicate effectively with clients, stakeholders, and internal teams.

In addition to these essential qualifications, we'll look for:

• A strong understanding of the benefits technology and services industry, with a keen eye for market trends and opportunities.
• Proven experience in developing and implementing strategies to drive client satisfaction and retention.
• A collaborative leadership style, with the ability to work effectively with cross-functional teams and stakeholders.
• Strong analytical and problem-solving skills, with the ability to drive data-driven decision-making.
• A commitment to operational excellence, with a focus on process improvement and innovation.

Career Growth and Learning Benefits

At Businessolver, we're dedicated to helping our team members grow and develop in their careers. As the Head of Client Services, you'll have opportunities to:

• Develop and refine your leadership skills, with access to training and development programs.
• Stay up-to-date with industry trends and best practices, through ongoing education and networking opportunities.
• Collaborate with cross-functional teams to drive business growth and innovation, expanding your skillset and expertise.
• Take on new challenges and responsibilities, with opportunities for career advancement and professional growth.

Work Environment and Company Culture

At Businessolver, we've crafted a culture that challenges our team members to perform at their best, while having fun and making a meaningful impact. As a remote role, you'll enjoy the flexibility to work from anywhere in the United States, while staying connected with our talented team through regular virtual interactions and collaboration tools.

Our company culture is built on a foundation of:

• A service-oriented approach, prioritizing client delight and measurable success.
• A commitment to operational excellence, with a focus on process improvement and innovation.
• A collaborative and inclusive work environment, fostering a sense of community and teamwork.
• Ongoing learning and development opportunities, supporting the growth and success of our team members.

Compensation, Perks, and Benefits

We offer a comprehensive compensation package, including:

• A competitive salary range of $192K to $240K per year, determined by your education, experience, knowledge, skills, and abilities.
• Eligibility to participate in our annual bonus incentive plan, tied to company performance and individual achievements.
• A comprehensive benefits package, including medical, dental, vision, and other benefits, which can be viewed in our Virtual Benefits Guide.

Join Our Team and Shape the Future of Client Delight

If you're a seasoned leader with a passion for client services and operational excellence, we invite you to join our team as the Head of Client Services. With your expertise and experience, we'll drive business growth, innovation, and client satisfaction, shaping the future of the benefits technology and services industry.

Businessolver is an Affirmative Action and Equal Opportunity Employer, committed to maintaining an environment that protects client data and promotes diversity, equity, and inclusion. We consider qualified applicants regardless of criminal histories, consistent with legal requirements.

Apply now to become a part of our talented team and help us create a brighter future for our clients and our company.