Espresa

Implementation Specialist

• Lead onboarding and implementation processes, managing timelines and deliverables to meet customer objectives.
• Define success criteria and provide tailored recommendations to drive platform adoption, engagement, and ROI.
• Build and maintain strong relationships with key stakeholders and administrators to drive satisfaction, loyalty, and long-term success.
• Collaborate with Sales, Account Management, and Customer Success Managers on account strategy to build cross-functional relationships and identify upsell opportunities.
• Collaborate with Product Development and Enablement to prepare and deliver for discriminating and early-adopter customers.
• Provide expertise tailoring a solution to customer needs and resolve inquiries effectively.
• Deliver client training sessions on product features, workflows, and best practices while empowering customer teams to make program and technical decisions.
• Understand and track customer strategy and challenges; align Espresa’s Platform with their internal narrative and desired outcomes to enable future insights and value.
• Be a technical leader in the organization by sharing field experiences with customer-facing and internal peers.
• Keep current on HR/benefits industry trends, developments, and best practices.

Implementation Consultant

Customer Support

• Efficiently handle and resolve member inquiries and support tickets across various communication channels.
• Take ownership of escalated support cases with urgency and professionalism.
• Provide high-touch, personalized service for designated enterprise and strategic accounts.
• Keep internal content accurate and up-to-date as per member and stakeholder requests and company requirements.
• Deliver a “wow” experience in every interaction, ensuring members feel heard, valued, and supported.
• Excel at de-escalating challenging situations with empathy, professionalism, and composure.
• Serve as a supportive team player and empathizer within the team.
• Analyze support trends, CSAT feedback, and member comments to identify friction points and opportunities.

Customer Support Specialist

Vice President

• Help shape and execute Espresa’s channel strategy, with a focus on strategic consultant and broker relationships
• Build and deepen relationships with benefits consultants, broker partners, and distribution channels to expand Espresa’s market presence and influence revenue opportunities
• Develop strong connections with practice leaders, subject matter experts, and executive stakeholders within key consultant and broker firms
• Partner closely with Sales, Marketing, Product, and Client Success teams to align go-to-market strategy and support successful channel-driven opportunities
• Represent Espresa through consultant education sessions, capabilities presentations, industry conferences, and networking events both in person and virtually
• Partner closely with the sales team to support consultant-influenced opportunities, strengthen pipeline development, and improve win rates

Regional Vice President – Strategic Alliances

Business Development Rep

• Work closely with sales teams to develop and implement proactive approaches to generating qualified new business meetings/opportunities and targeting accounts that meet the ideal customer profile.
• Achieve quarterly and annual new business meetings/opportunity targets.
• Manage business development activity in Espresa’s CRM system of record - track prospect interactions, manage lead information, and enrich CRM data (key contacts, incumbent vendors, renewal dates, and competitor usage to enhance future sales efforts).
• Report out on meeting activity and outreach strategies.
• Maintain contact with potential clients through follow-up communications to nurture relationships and help advance them to meetings/opportunities.
• Stay informed about market trends and competitive products. This includes understanding the industry, identifying potential market segments, and keeping up to date with changes that may affect demand.

Implementation Consultant

Customer Support Specialist

Regional Vice President – Strategic Alliances

Business Development Representative