Associate Director, Client Services

Associate Director, Client Services

At NationsBenefits, we are committed to helping health plan members achieve a better quality of life through supplemental benefit solutions. We are also passionate about supporting the goals of our associates and helping them do their best work. Together, we can make a meaningful and measurable difference in the lives of millions. That’s something we can all be proud of.

It all begins with how we care about the people we serve. Since 2015, our mission has guided our principles toward delivering solutions for a rapidly changing industry. Compassionate Care is at the center of all we do, and it unites us to foster an environment where everyone is empowered, inspired, and equipped for success.

We offer a fulfilling work environment that attracts top talent and encourages all associates to do their part in delivering premier service to internal and external customers alike. It’s how we’re transforming the healthcare industry for the better. We provide career advancement opportunities within the organization with multiple locations in Florida, California, Pennsylvania, Tennessee, Texas, Utah, and India.

You might also like to know that NationsBenefits is also recognized as one of the fastest-growing companies in America. We’re proud of how far we’ve come, and a career with us also gives you growth opportunities.

LOCATION: Remote in the United States. Will work Eastern time zone hours.

OVERVIEW
We are seeking a strategic and customer-focused Associate Director of Client Services to lead and manage our client relations and service delivery efforts. The Associate Director will be responsible for building and maintaining strong client partnerships, ensuring exceptional service through high quality program delivery, and driving revenue growth. The ideal candidate will possess excellent leadership, lead through the influence of internal functional teams, facilitate and deliver executive level communications, and build collaborative client relationships.
PRIMARY RESPONSIBILIES
• Lead a team of Client Services Managers and Representatives to ensure the delivery of a quality supplemental benefits program, top-notch customer service, and client satisfaction.
• Develop and execute client relationship strategies that align with the company's goals and objectives.
• Build and maintain strong, trusting relationships with key clients, serving as their main point of contact, and understanding their business strategy, needs, and preferences.
• Collaborate with cross-functional teams to ensure seamless service delivery and resolution of client issues or concerns.
• Develop and manage strategic account plans to drive retention and growth, upsell opportunities, and revenue expansion.
• Identify opportunities for process improvements to enhance the overall client experience.
• Maintain adherence to Statement of Work, including service level attainment.
• Monitor and analyze client metrics, KPIs, and feedback to identify trends and areas for improvement.
• Provide regular reports and updates to senior management on client performance, opportunities, and challenges.
• Lead the negotiation of contracts, renewals, and pricing terms with clients.
• Stay up to date with industry trends, competitive landscape, and market developments to inform client strategies.
• Participate in client presentations, meetings, and industry events to represent the company's services and solutions.
• Mentor and develop team members, providing coaching, feedback, and growth opportunities.
• Collaborate with internal stakeholders to support new plan year implementations.
• Handle escalations and manage complex client situations, ensuring satisfactory resolutions.
SKILL REQUIREMENTS
• Proven track record of successfully managing client accounts and leading a high-performing team.
• Ability to manage ambiguity and consult with clients on best practices for implementing a supplemental benefit offering.
• Ability to think strategically while also being able to tactically deliver results.
• Experienced leadership skills demonstrating effective decision making and execution against deliverables.
• Executive level presence and problem-solving skills.
• Excellent interpersonal skills with clear and concise communication with the ability to foster a collaborative work environment.

Some travel is expected with this role and could be up to as much as 25% of the time. 

QUALIFICATIONS AND EDUCATION REQUIREMENTS
• Bachelor’s degree required, MBA preferred
• 3 + years of experience within a Client Services organization/Account Services and/or Strategic Operations

• PMP Certification is a plus but not required

We expect this position to have a base salary in the $115,000-$140,000 range depending on experience and location. The position will also be eligible for a bonus plan and full benefits.

NationsBenefits is an Equal Opportunity Employer.