Manager

• Consistently reflect our core values of: pursue excellence, embrace accountability, deliver superior service, and be a great place to work to bswift associates, clients, and partners.
• Directly manage your assigned client relationship(s); ensure delivery quality and timeliness.
• Develop and maintain strong relationships at a strategic and operational level with assigned clients.
• Partner with a team of operations managers and associates to coordinate with other bswift resources (product management, development, call center) to meet client deliverables; including, but not limited to:
• Creating Benefits Class Matrix, Requirements, Rates, Permissions, Field Options, Site Text, and Implementation Questions Log with client (including client sign-off).
• Configuring system as needed for annual benefit program changes/acquisitions.
• Executing on non-automated service delivery processes to satisfy scope requirements.
• Researching and resolving client inquiries regarding system and process issues.
• Training clients on new and existing system features and services (prepare and conduct technical/product presentations and demos as required).
• Testing new and existing system functionality to ensure accuracy of client system configuration.
• Provide day-to-day guidance to the service delivery team.
• Proactively consult clients on best practices and necessary system and process changes to achieve client goals throughout the year and during annual open enrollment.
• Schedule, prepare for, and lead quarterly and/or annual stewardship meetings with clients and lead other regularly scheduled meetings as necessary.
• Schedule and lead regular client status meetings for their assigned clients to ensure excellent customer service.
• Research and recommend system enhancements based upon client needs (assist in the development of enhancement specifications with bswift Product Managers and Developers).
• Consult clients on additional bswift products and services to provide additional value to the client relationship.
• Create and coordinate requirements for gathering and processing one-time projects as needed (Vendor or Internal).
• Advocate client needs throughout all phases of the product life cycle (plan, design, integrate, install, manage).
• Drive efficiency and quality through standard operating procedures.
• Coordinate and secure renewal of client agreements as necessary.
• Responsible for special projects as assigned.
• Assist in sales and marketing efforts as needed.

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