Director, Service Delivery

Summary

Join bswift as a Client Services Director, Service Delivery and directly work with clients to understand their goals and implement bswift solutions. This role manages a significant book of business ($5,000,000 to $8,000,000+ ARR), leads a team, and ensures client satisfaction. Responsibilities include managing client relationships, project plans, and financials, as well as hiring and developing team members. The ideal candidate possesses 12+ years of client relationship and benefit implementation experience, strong leadership skills, and excellent communication abilities. bswift offers a comprehensive benefits package including health benefits, competitive compensation, remote work options, retirement plans, professional development opportunities, and a supportive culture.

Requirements

• 12+ years of client relationship and/or benefit implementation experience
• Proven experience leading and owning Client Renewals
• Significant health & welfare client relationship management experience to help consult clients and work through new benefit strategies
• Detailed knowledge of employee benefits and related technology solutions
• Proven experience as a people leader and managing teams
• Strong customer service orientation to maintain high NPS score for book of business
• Excellent verbal and written communication skills to be able to communicate with all levels of an organization from C-suite to benefits manager
• Ability to assist and equip others to efficiently solve complex problems
• Strong organizational skills are required including multi-tasking and working in a changing environment
• Willingness to travel as needed (up to 10%)
• A Bachelor’s Degree from a four-Year College or university; or equivalent combination of education and experience

Responsibilities

• Own a book of business of clients representing $5,000,000 to $8,000,000+ in annualized recurring revenue (ARR)
• Keep up with bswift product and service information and updates
• Directly manage client relationship(s); ensure delivery quality and timeliness
• Own project plans, governance & stewardships for our clients
• Organize regular client meetings to ensure excellent customer service
• Responsible for contractual compliance and managing financials
• Hire and equip great people that reflect our core values; Higher Standards, Greater Accountability, & More Fun
• Forecast and manage staffing levels and associated expenses
• People management, career development coaching
• Provide day to day guidance to the service delivery team
• Assist in product strategy rollout of new technology and services to our clients
• Drive efficiency through standard operating procedures (creation, refinements, and adherence) and through automation and challenging the status quo
• Coordinate business strategy with bswift's leadership team: call center, COBRA/FSA, billing team, Product Management, additional COE Sharded Operations groups, and IT team as needed
• Assist in sales and marketing efforts as needed
• Consistently reflect our core values of higher standards, greater accountability, and more fun to bswift associates, clients, and partners

Benefits

• Comprehensive Health Benefits : Access to health, dental, and vision plans to support your wellness and that of your family
• Competitive Compensation : A compensation package that recognizes your skills, experience, and contributions, including performance-based incentives for most roles
• Remote first, Office friendly environment! No time to commute? No problem!
• Retirement Savings Plans : Options to help you plan for a secure financial future with employer-sponsored retirement savings programs
• Professional Development : Opportunities for career growth, including training and access to resources to support your career progression
• Supportive Culture : A work environment that encourages collaboration, open communication, and creative problem-solving, where your voice and ideas are valued
• Employee Wellbeing Initiatives : Programs focused on mental health, financial planning, and wellness resources to help you thrive inside and outside of work