bswift

Client Partner

• The Service Center Client Manager (SCCM) serves as a strategic leader and trusted advisor responsible for delivering exceptional client experiences and building strong, lasting partnerships.
• Acting as the primary point of contact for a portfolio of clients, this role champions client needs, drives process improvements, and ensures Service Center performance meets and exceeds expectations.
• The SCCM collaborates cross-functionally with Operations, Quality, Training, Sales, Client Services, and Implementation teams to translate client feedback into actionable solutions.
• This role plays a critical part in resolving challenges, supporting successful client launches, and maintaining service excellence during high-impact periods such as Annual Enrollment.
• Build and maintain strong relationships, ensuring client goals and service expectations are consistently exceeded.
• Lead proactive client meetings to review performance, identify opportunities, and align on strategic initiatives.
• Analyze service trends and root causes to identify areas for improvement.
• Develop and implement high-impact process improvements that enhance operational efficiency and client satisfaction.
• Partner with internal teams to enhance service delivery.
• Ensure alignment between client expectations and internal execution.
• Manage and resolve client escalations with urgency and professionalism.
• Prepare and deliver client-facing reports and presentations.
• Leverage data and storytelling to communicate performance, highlight successes, and identify improvement opportunities.

Client Manager

Manager

• Deliver an exceptional client experience by supporting employers and their members on Evive’s personalization-focused SaaS platform.
• Blend client relationship management, platform configuration, data analysis, and cross-functional collaboration to ensure client’s Evive environment is accurate, optimized, and effective.
• Lead and guide clients through the implementation of new Evive solutions, including requirements discovery, data intake, and platform setup.
• Configure Evive settings to align with client-specific benefit programs, demographics, eligibility rules, and communication logic.
• Maintain and update client configurations as plan designs, data inputs, eligibility rules, or engagement strategies change.
• Ensure consistent delivery of Evive personalization features, including journey pathways, nudges, recommendations, and outreach communications.
• Serve as the primary day-to-day point of contact for clients using the Evive platform.
• Respond to client questions and incidents in a timely and accurate manner.
• Research and resolve inquiries related to eligibility data, personalization logic, and health journey outputs.
• Test client-specific Evive configurations, including data mapping and communication workflows.
• Partner with product management, engineering, data operations, and call center teams to support successful deployments and smooth onboarding.

Service Delivery Manager

Analyst

• Provide ongoing service delivery to support client requirements and business needs
• Serve as first-level system support for assigned clients
• Maintain and update client benefits websites
• Perform ongoing audits and file reviews to ensure data integrity and accuracy
• Manage daily, weekly, and annual inbound and outbound file processing
• Research, analyze, and resolve participant cases and inquiries
• Execute client-specific reporting and support ACA processing activities
• Perform system testing to support bswift platform releases and annual enrollment activities
• Review release documentation to understand system changes and client impacts
• Execute operational processes as outlined in client Admin Guides
• Configure and test system functionality to meet client requirements for projects and enrollments
• Provide timely and accurate responses to client inquiries through research and analysis
• Perform billing-related tasks, including invoice generation, payment posting, and receivables reconciliation

Client Analyst II

Account Executive

• Develop and maintain strong relationships with executive-level client contacts, serving as the primary point of contact for a portfolio of approximately 10–15 bswift clients.
• Regularly engage with clients to understand their strategic business objectives, challenges, and evolving employee benefits needs.
• Partner with Client Services and other internal departments to proactively address concerns, resolve issues, and ensure consistent client satisfaction and loyalty.
• Actively identify opportunities for clients to adopt additional bswift products and services, adding measurable value to their employee benefits programs.
• Lead contract renewal efforts for assigned clients, ensuring bswift is well-positioned for successful renewals with a minimum 12–18 month runway.
• Monitor and analyze key performance indicators, including client satisfaction, retention, and revenue growth.
• Provide expert guidance on benefits program design in coordination with bswift system configuration and implementation teams.
• Advise clients on benefits compliance, regulatory considerations, and industry trends.
• Leverage benchmarking and analytics, in partnership with internal Data Analytics, to position new products and services and support strategic client decisions.
• Offer insights on best practices to help clients remain competitive in their benefits offerings.
• Build and participate in regular client and internal executive report-outs, including Stewardship Meetings and Quarterly Business Reviews.
• Clearly communicate the value delivered through bswift services using data-driven insights and performance metrics.
• Collaborate with Sales to support expansion opportunities and the pursuit of new clients when appropriate.
• Serve as a client advocate internally, representing client feedback and priorities across bswift teams.
• Lead the resolution of client escalations or conflicts in a diplomatic, professional, and effective manner, leveraging appropriate internal resources.

Client Executive, VP

Business Development Rep

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Business Development VP

Project Manager

• Support the Service Delivery organization by leading client‐facing benefits administration initiatives focused on service delivery excellence, operational readiness, and annual enrollment (AE).
• Lead and manage client‐facing projects within a benefits administration environment, ensuring alignment between client expectations, service delivery teams, and cross‐functional partners.
• Drive projects related to client onboarding, ongoing service delivery enhancements, platform configuration, operational readiness, and annual enrollment execution.
• Act as a primary project leader supporting Service Delivery teams by proactively identifying risks, managing dependencies, and resolving issues that may impact client timelines or experience.
• Ensure all client initiatives align with defined goals related to client health, satisfaction, retention, and long‐term partnership success.
• Lead or support annual enrollment–related client projects, including planning, cross‐team coordination, readiness tracking, execution support, and post‐AE analysis.
• Coordinate closely with service delivery, technology, product, and operations teams to ensure smooth execution during high‐volume, time‐sensitive benefit cycles.
• Communicate project status, milestones, risks, and outcomes clearly and consistently to stakeholders, with a strong focus on client impact and delivery readiness.

Senior Project Manager – Service Delivery

• Serve as the primary escalation point for complex employee benefit inquiries within a benefits administration and client services environment.
• Work directly within client-specific benefits administration systems and tools, including enrollment platforms, case management systems, ticketing tools, Slack, and email.
• Support Annual Enrollment and other key benefits events, including hands-on issue resolution and executive-level support when required.
• Act as an extension of the client’s benefits team, maintaining a strong day-to-day presence across internal delivery teams and client stakeholders.
• Present quarterly Service Level Agreement (SLA) and service performance metrics to client leadership.
• Partner with internal subject matter experts (configuration, eligibility, compliance, HSA/FSA, and vendors) to resolve system, data, and process-related benefits issues.
• Build and manage effective working relationships with client contacts across benefits, compliance, HR, finance, HSA/FSA, and vendor-aligned roles.
• Demonstrate professionalism, confidence, and sound judgment when communicating with senior leaders and executive stakeholders.
• Proactively anticipate client needs, follow through on escalated items, and ensure accurate, timely resolution of benefit-related issues.

Senior Service Delivery Manager – Client Liaison

• Serve as a bswift technical and subject matter expert in key client meetings, including implementation status meetings.
• Manage client expectations by anticipating potential issues and communicating realistic turnaround times and delivery dates.
• Proactively consult with clients on best practices, system configuration, and process changes needed to achieve client goals.
• Research and recommend system enhancements based on client needs and assist Product Managers and Developers with development specifications.
• Partner cross‑functionally to ensure all services are delivered in a timely and effective manner.
• Stay current on industry trends and recommend updates to bswift’s client service approach.
• Proactively identify implementation risks and escalate to the Implementation Lead.
• Own multiple areas of implementation, including system configuration, testing, and auditing, COBRA and Direct Bill setup management, client communications, vendor integrations, data conversion, and payroll coordination.
• Coach Implementation Analysts on deliverables and quality standards.
• Research, resolve, and respond to client inquiries related to system or process gaps.
• Manage, coach, and lead a team of Analysts and Project Specialists to achieve individual, team, and company goals.
• Identify and guide training activities to support development across the client services team.
• Provide timely feedback, coaching, and guidance to support professional growth.
• Facilitate feedback processes and recommend compensation and bonus changes.
• Support team members in setting personal goals aligned with company objectives.
• Deliver annual performance assessments.
• Lead and implement tactical initiatives to improve productivity, client and consumer satisfaction, and internal processes.

Implementations Manager

Product Marketing

• Own ideal customer profiles (ICPs), buyer personas, and market segmentation
• Define and prioritize GTM motions including new logo acquisition, expansion, cross‐sell, partner, and broker strategies
• Translate business objectives into clear GTM priorities and sequencing
• Maintain focus and clarity across a growing product and solution portfolio
• Own product and solution positioning, differentiation, and value propositions
• Develop messaging frameworks by audience and buying stage
• Ensure a consistent narrative across Brand, Demand, Enablement, and Sales
• Serve as the final authority on messaging and market relevance
• Own launch strategy and prioritization across products and strategic initiatives
• Define launch readiness criteria for Sales, Marketing, and client‐facing teams
• Partner with Sales Enablement on enablement requirements and timing
• Partner with Marketing Operations and Brand on execution plans and resource alignment
• Define sales plays, talk tracks, and proof‐point requirements
• Specify enablement assets and training needs required for GTM success
• Partner with Enablement leadership to ensure plays are operationalized and adopted
• Incorporate field feedback to continuously refine GTM strategy
• Serve as the strategic interface between Product, Sales, Marketing, and Enablement
• Bring market, customer, and competitive insights into roadmap and planning discussions
• Drive alignment and decision‐making across GTM tradeoffs and priorities
• Operate as a trusted thought partner to executive leadership