Client Success Specialist

POSITION SUMMARY:
The Client Success Specialist (CSS) is responsible for delivering outstanding, proactive client care, with a focus on the most critical stages of the client journey: onboarding and renewal. As the primary point of contact during these key touchpoints, the CSS ensures a seamless and positive experience for new and existing clients, fostering long-term relationships and driving client retention. This role involves collaborating with internal teams, adhering to structured onboarding and renewal processes, and providing white-glove service to clients.

PRINCIPAL DUTIES & RESPONSIBILITIES (Core Competencies):

• Onboarding and Renewal Management: Serve as the main point of contact during the onboarding of new clients and the renewal of existing accounts, ensuring that all necessary steps are followed and client needs are proactively addressed (Advanced).
• Proactive Client Support and White-Glove Service: Deliver a high level of personalized service to clients, anticipating their needs and providing solutions before questions arise. Demonstrate a proactive approach to ensuring client satisfaction (Advanced).
• Relationship Building and Retention: Build, maintain, and foster strong relationships with Plan Administrators, Brokers, and other key stakeholders to support client retention and growth during onboarding and renewal (Intermediate).
• Structured Onboarding and Renewal Processes: Follow a highly structured process for onboarding new clients and managing renewals, addressing all touchpoints outlined in standard operating procedures to ensure a consistent and high-quality experience (Intermediate).
• Client Education: Educate clients on systems, tools, policies, and best practices related to Ameriflex products and services, ensuring they have the knowledge and resources necessary to utilize offerings effectively (Intermediate).
• Issue Resolution and Follow-Through: Own client issues from start to finish, resolving problems efficiently and ensuring a positive outcome. Provide support for any escalated issues related to onboarding or renewal (Intermediate).
• Account Documentation and Organization: Maintain organized, accurate, and up-to-date records for each client, including detailed documentation of the onboarding and renewal process, service issues, and resolutions (Advanced).
• Collaboration and Cross-Departmental Coordination: Work closely with internal partners, such as Sales, Client Experience, and Operations, to execute business plans and ensure seamless onboarding and renewal experiences (Intermediate).
• Compliance and Confidentiality: Handle sensitive client information with discretion, ensuring compliance with HIPAA and other relevant regulations throughout the onboarding and renewal process (Advanced).
• Process Improvement and Efficiency: Identify areas for process improvement within the onboarding and renewal workflows, recommending changes to enhance service delivery and client satisfaction (Intermediate).
• Additional Duties: Perform other duties as required to support business needs, as assigned by the Client Experience Manager (Beginner).

Requirements

KNOWLEDGE, SKILLS, AND ABILITIES REQUIRED:

• Product Knowledge: A clear understanding of the products Ameriflex offers and how they work (Intermediate)
• Service Orientation: Deep commitment to providing proactive and personalized client service, with the ability to anticipate client needs and exceed expectations during critical touchpoints (Advanced).
• Problem-Solving and Initiative: Strong ability to resolve issues efficiently and independently, with a proactive approach to client care (Intermediate).
• Communication and Interpersonal Skills: Superior written and verbal communication skills, with the ability to engage effectively with clients during onboarding and renewal, setting the foundation for long-term relationships (Advanced).
• Organizational Skills and Attention to Detail: Highly organized, with the ability to manage multiple tasks and maintain comprehensive client records for onboarding and renewal processes (Advanced).
• Adaptability and Stress Management: Ability to remain composed and efficient in a fast-paced, high-pressure environment, particularly during peak onboarding and renewal periods (Intermediate).
• Technical Proficiency: Skilled in navigating multiple web-based programs, with the ability to quickly learn and adapt to new tools and systems (Intermediate).
• Goal Orientation and Initiative: Highly motivated, with a strong focus on achieving individual and team goals, particularly related to client satisfaction and retention (Advanced).
• Compliance Awareness: In-depth understanding of HIPAA regulations and best practices for handling sensitive information during the onboarding and renewal stages (Advanced).
• Process Improvement Mindset: Experience identifying areas for improvement and implementing process changes to streamline onboarding and renewal workflows (Intermediate).

CREDENTIALS & EXPERIENCE:

• Education: Bachelor’s Degree from an accredited institution required.
• Experience:
• 3+ years of account management experience preferred, with a demonstrated focus on onboarding, renewal, or customer success roles (Intermediate).
• Experience in Benefits Administration or a related field is preferred (Beginner).
• Technical Skills:
• Intermediate to advanced skills in Microsoft Excel and other data management tools are preferred (Intermediate).
• Travel Requirements: Ability to travel as needed, ideally once per year, to support client relationship initiatives and onboarding events (Beginner).

Benefits

NOTE: Starting pay for this position is set between $56,000.00 - $60,000.00 annually with additional bonus potential.

BENEFITS

• Medical Insurance
• Vision Insurance
• Dental Insurance
• 401(k) Matching
• Flexible Spending Accounts
• Health Savings Accounts
• Disability & Life Insurance
• Employee Assistance Program
• LegalShield
• ID Shield
• Commuter Reimbursement Plan
• Tuition Reimbursement
• Bonus Pay – Our Client Experience team operates on a quarterly bonus structure with earning potential between 4% and 6% of base compensation quarterly.

ADDITIONAL BENEFITS INCLUDE:

• Wellable membership
• Telescope Health (telehealth) through Accresa
• Intellect (mental health) application
• Employee engagement activities, including voluntary events, raffles, book club, and more!