Remote Senior Client Success Director Benefits Delivery

WTW

Dallas (TX)

Remote

USD 85,000 - 105,000

Full time

14 days+

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Job summary

WTW is seeking a senior client service manager for its Via Benefits team, focusing on strategic relationship management and consultative services for retiree programs. The role emphasizes executive engagement with client contacts, understanding Medicare/health benefits, and partnering with internal specialists to ensure client satisfaction.

The position is remote but requires proximity to a WTW office and major airport; travel may be needed.

Qualifications

Bachelor’s degree preferred.
10+ years of insurance industry experience related to servicing accounts.
10+ years’ experience successful managing an employer/client book of business.
Must have experience within healthcare benefits administration or medical insurance industry that has provided you knowledge of medical insurance and/or Medicare insurance products.
Must have a strong consultative approach to problem-solving and project management, and a desire to exceed client expectations at every turn.
Ability to build, maintain and manage multiple client relationships and projects at the most senior levels within client organizations and ensure quality deliverables.
Ability to influence key stakeholders (internal and external) via formal and informal channels.
High level of business acumen.
Ability to coordinate teams across WTW segments.
Team-oriented and collaborative.
Availability to travel on an as needed basis.
Executive presence with polished and well developed oral and written communication skills.
Demonstrated ability to deliver strong presentation skills.
Microsoft office competency required (PowerPoint, Word and strong Excel skills a must).
Experience with call center operations is a plus.
Experience with Pega, JIRA, Salesforce, SmartSheet, Confluence a plus.
State life and health license a plus but not required.
CEBS, GBA, PHR, CLUE or equivalent a plus but not required.
Funding concepts experience a plus.
Understanding of the regulatory environment of employee benefits plans

Responsibilities

Retaining, growing, and managing large account portfolios, working with client management team
Building credibility and maintaining trust by developing and implementing new solutions as the subject matter expert
Demonstrating a consultative client approach, with an ability to recognize what actions will demonstrate strong partnership to the client base, by developing a deep understanding of the client’s needs and business issues to incorporate into wider solutions
Consult on service, communications, and funding strategies to various levels of client management, including senior level human resources and C-suite representatives
Commitment to rapidly become highly functional in Excel in order to prepare, analyze and present operational and financial data effectively to clients and consultants
Analyze and interpret statistical reports and all other available benefits data directly or through internal or external partners
Work closely with supporting areas to oversee administration, ensuring service delivery meets contract requirements
Respond to customer needs and proactively identify potential customer concerns to ensure client satisfaction and retention
Prepare, analyze and present reporting to both clients and internal partners
Ability to work in fast-paced, high email volume environment with seasonal fluctuations in workload