Senior Director Client Services

About the role

This is an executive-level client services leadership role focused on delivering exceptional outcomes across complex benefits administration programs. You will set the direction for client service excellence while strengthening long-term partnerships and supporting business growth. The role combines strategic client leadership with hands-on oversight of service delivery, operational performance, and team development. You will work closely with project management, production planning, customer success, sales, and other cross-functional teams to ensure priorities are aligned and execution is strong. As a senior escalation point, you will identify risks, resolve complex service challenges, and translate performance data into actionable recommendations. You will also help shape renewal, cross-sell, and new-business opportunities while developing high-performing client services professionals. The environment values collaboration, continuous learning, technology, security, and a strong commitment to client satisfaction.

Accountabilities

• Lead the strategic direction and day-to-day management of major client service engagements, ensuring service quality, performance, and client satisfaction remain consistently high.
• Partner with Project Management and Production Planning to review capacity, deliverables, performance, work requests, and resource allocation.
• Monitor client health scorecards, identify emerging risks, and work with teams to develop and implement corrective actions.
• Serve as a senior escalation point for service delivery concerns, ensuring issues are documented, addressed, and resolved effectively.
• Provide regular operational performance reporting to client leadership, highlighting achievements, risks, priorities, and resource needs.
• Lead strategy discussions with Customer Success and internal stakeholders to assess client activity, business needs, performance, and opportunities for improvement.
• Establish effective team operating rhythms, including stand-ups, regular one-to-ones, performance reviews, and ongoing communication around business priorities.
• Coach, mentor, and develop Client Services team members while supporting onboarding, training, learning paths, and resource planning.
• Oversee Annual Enrollment activities, proactively coordinating with clients and internal teams to ensure milestones and outstanding items are successfully managed.
• Partner with Sales on finalist meetings, prospective client visits, scope-of-services presentations, renewals, cross-sell opportunities, and broader account growth initiatives.
• Maintain strong knowledge of product releases, technology developments, system functionality, and benefits administration trends to provide informed client guidance.
• Uphold organizational policies, operational standards, security practices, and privacy requirements while fostering a culture of accountability, collaboration, and continuous improvement.

Requirements

• Bachelor's degree in Management, Communications, or a related discipline.
• 8+ years of progressive experience working with brokers, carriers, and clients within the benefits administration industry.
• Strong experience in Health & Welfare benefits, healthcare, Human Resources, benefits technology, or a closely related environment.
• Proven expertise in client relationship management, with the ability to establish trust, influence stakeholders, and serve as a senior strategic advisor.
• Strong project and operational management skills, including the ability to coordinate complex priorities across multiple teams.
• Demonstrated analytical and problem-solving capabilities, with a resourceful and creative approach to resolving client and operational challenges.
• Excellent written and verbal communication skills, with confidence engaging executives, clients, team members, and cross-functional stakeholders.
• Proven people leadership experience, including coaching, mentoring, performance management, training, and team development.
• Strong commercial awareness and the ability to contribute to sales opportunities, renewals, cross-selling, and client growth strategies.
• Technology fluency and a willingness to learn and communicate effectively about modern platforms, products, and system functionality.
• Highly motivated, confident, energetic, and positive, with a collaborative leadership style and a strong commitment to continuous learning.
• Willingness and ability to travel up to 15% as required.

Benefits

• Annual salary range of $110,000–$172,000, depending on education, experience, skills, knowledge, abilities, internal equity, and market factors.
• Eligibility to participate in a quarterly bonus incentive plan.
• Comprehensive benefits package for eligible employees.
• Flexible and remote work environment.
• Opportunities for professional development, continuous learning, and career growth.
• Collaborative culture focused on client success, innovation, and employee development.
• Opportunities to expand expertise across benefits technology, healthcare, HR, and related areas.
• Strong focus on information security, privacy, and responsible handling of client data.