Benefits Account Manager

📋 Description

• • As a Benefits Account Manager at OneSource Virtual (OSV), you will be instrumental in fostering and maintaining strong, long-lasting relationships with a diverse portfolio of clients, serving as the primary point of contact and trusted advisor for their health and welfare benefits administration needs.
• • This role is pivotal in ensuring customer satisfaction, retention, and the seamless delivery of OSV's innovative Business-Process-as-a-Service (BPaaS) solutions, particularly for Workday customers.
• • You will be responsible for leading successful Open Enrollment projects for your entire customer base, a critical period that requires meticulous planning, coordination, and execution.
• • Your expertise will be leveraged to guide clients on best practices in benefits administration, ensuring they maximize the value of their OSV partnership and Workday platform.
• • A key aspect of your role will be to champion customer needs internally within OSV, acting as a bridge between client expectations and our operational capabilities, thereby driving operational excellence and service delivery.
• • You will proactively identify opportunities for continuous improvement in our service offerings and customer experience, contributing to OSV's reputation for unwavering commitment and uncompromising support.
• • Core to your responsibilities is serving as the primary liaison between customers and OSV's internal teams, facilitating clear, consistent, and effective communication.
• • You will conduct regular, strategic customer meetings to review performance metrics, address any emerging concerns, and proactively identify opportunities for enhanced service or expanded solutions.
• • Providing comprehensive onboarding and ongoing training for new customer administrators will be crucial to ensure they are proficient in utilizing OSV's services and the Workday platform.
• • You will deliver clear and timely communication regarding system functionalities, relevant industry updates, and upcoming project initiatives, keeping clients informed and prepared.
• • Partnering closely with Customer Success Leaders will be essential to align on strategies for ensuring overall customer satisfaction and driving long-term retention.
• • In terms of project management, you will lead both on-cycle and off-cycle Open Enrollment projects for your assigned customer portfolio, managing all phases from initiation to completion.
• • This involves developing and meticulously maintaining detailed project plans, defining clear milestones, assigning responsibilities, and tracking progress against established timelines.
• • You will coordinate and mobilize cross-functional internal resources, including technical, operational, and support teams, to ensure the successful and timely execution of projects.
• • Providing regular, transparent status updates to all relevant stakeholders, both internal and external, will be critical for managing expectations and identifying potential issues early in the process.
• • You will serve as the primary escalation point for resolving complex implementation and operational issues, demonstrating strong problem-solving skills and a commitment to client success.
• • Maintaining a deep and up-to-date knowledge of employee benefits administration, including compliance requirements (e.g., ACA, HIPAA, COBRA) and evolving industry trends, is fundamental to your consultative approach.
• • Staying current with Workday product releases, updates, and system enhancements is vital to providing informed guidance and leveraging the platform's full capabilities.
• • You will provide expert consultation to clients on system configuration best practices, process improvements, and strategic utilization of the OSV and Workday solutions.
• • Performing testing and validation of benefits configurations will be necessary to ensure accuracy, compliance, and optimal system performance.
• • Documenting and maintaining Standard Operating Procedures (SOPs) and process workflows will contribute to consistency and efficiency across the team.
• • You will actively identify trends and opportunities for process optimization across your client portfolio, contributing to the overall efficiency of the Account Management team.
• • Collecting and analyzing performance data will be key to driving informed decision-making and demonstrating value to clients.
• • Collaborating effectively with Service Delivery teams will be essential to implement agreed-upon improvements and ensure seamless service transitions.
• • Documenting best practices and ensuring their consistent application across the Benefits Account Management Team will foster a culture of continuous learning and improvement.
• • Participating in lessons learned exercises and knowledge-sharing initiatives will contribute to the collective expertise of the team and the organization.
• • This role requires a proactive, client-centric approach, ensuring that OSV consistently delivers exceptional value and support to its Workday customers.