bswift

• The Senior Service Delivery Consultant is a senior-level individual contributor responsible for delivering high-quality client implementations and ongoing service excellence. • This role serves as a strategic and operational partner to clients, owns complex configuration and service delivery work, and drives continuous improvement across processes, systems, and client outcomes without direct people management responsibilities. • Demonstrate a high standard of accountability, service excellence, and professionalism in all client and internal interactions. • Develop and maintain strong strategic and operational relationships with assigned clients. • Serve as a primary point of contact for complex client needs, ensuring timely issue resolution and exceptional customer service. • Lead recurring client meetings to drive alignment, progress, and satisfaction. • Proactively consult clients on best practices and recommend system and process improvements throughout the year and during open enrollment. • Lead quarterly stewardship meetings and other recurring client engagements. • Partner with clients to gather, document, and obtain sign-off on Benefits Class Matrices, requirements documentation, rates, permissions, field options, site text, and implementation logs. • Configure the benefits administration system to support new implementations, annual benefit program changes, acquisitions, and enhancements. • Execute and oversee system testing to ensure accurate configuration and readiness for production. • Ensure execution of non-automated service delivery processes in alignment with contractual scope and client requirements. • Research, troubleshoot, and resolve complex system and process-related client inquiries. • Coordinate cross-functionally with Product Management, Development, Call Center, and internal service teams to meet client deliverables. • Partner with Product and Development teams to identify, recommend, and support system enhancements based on client needs and feedback. • Drive operational efficiency and quality through process improvement initiatives and adherence to standard operating procedures. • Contribute to sales, renewal, and strategic initiatives, including client presentations and growth opportunities. • Consult clients on additional bswift products and services to expand value and deepen partnerships. • Lead or support special projects as assigned. • Act as a subject matter expert within the Client Services organization. • Provide informal guidance, peer support, and knowledge sharing to less experienced team members. • Contribute to documentation, training materials, and best practices to strengthen overall service delivery quality.

• Provide support to senior managers for a variety of campaigns tied to key brand awareness and lead generation initiatives. • Creation and coordination of marketing content and collateral to support various partnerships marketing initiatives and strategies. • Management and coordination within Hubspot of marketing automation, emails, workflows, landing pages, leads process and other initiatives. • Track analytics and campaign performance across bswift’s key marketing channels and audiences and produce engaging reports for the team and leadership. • Manage and track invoices and POs for the marketing team, working closely with accounting when required. • Schedule and set up campaigns for social media content via Oktopost and support employee advocacy program. • Coordination of press releases with external vendor. • Monitor and respond to social media inboxes and online reviews. • Assist with coordination of paid media and publication strategy. • Assist with conducting marketing content audits and making miscellaneous copy updates across marketing channels. • Maintain repository of marketing statistics and proof points. • Conduct competitive research, industry monitoring, and trend analysis and share findings on an ongoing basis with relevant team members. • May assist with basic corporate website updates and SEO/AEO optimization projects. • Assist with any special projects assigned by marketing director.

Role Description The Service Delivery Manager – Evive is responsible for delivering an exceptional client experience by supporting employers and their members on Evive’s personalization-focused SaaS platform. This role blends client relationship management, platform configuration, data analysis, and cross-functional collaboration to ensure each client’s Evive environment is accurate, optimized, and effective. Evive is a post-election engagement platform, and this role requires a strong understanding of client benefit structures, demographic and eligibility data, and health engagement strategies to deliver curated, member-level experiences that drive engagement and value. What You Will Be Responsible For (Essential Functions) - Platform Implementation & Ongoing Delivery: - Lead and guide clients through the implementation of new Evive solutions, including requirements discovery, data intake, and platform setup. - Configure Evive settings to align with client-specific benefit programs, demographics, eligibility rules, communication logic, and personalized journey triggers. - Maintain and update client configurations as plan designs, data inputs, eligibility rules, or engagement strategies change. - Ensure consistent delivery of Evive personalization features, including journey pathways, nudges, recommendations, and outreach communications. - Client Support & Issue Resolution: - Serve as the primary day-to-day point of contact for clients using the Evive platform. - Respond to client questions and incidents in a timely and accurate manner. - Research and resolve inquiries related to eligibility data, personalization logic, health journey outputs, and data file discrepancies. - Own issues and tickets from intake through resolution, coordinating with product, engineering, or data teams as needed. - Testing & Quality Assurance: - Test client-specific Evive configurations, including data mapping, demographic ingestion, benefit-based logic, personalization triggers, and communication workflows. - Validate new or updated functionality to ensure accuracy prior to client launch or new plan year cycles. - Cross-Functional Collaboration: - Partner with product management, engineering, data operations, and call center teams to support successful deployments and smooth onboarding. - Ensure accurate eligibility and event data processing. - Provide actionable client feedback to product teams to influence future platform enhancements. - Training & Client Enablement: - Prepare and deliver product demonstrations, platform walkthroughs, new feature training, and open enrollment updates. - Educate client administrators on best practices for using the Evive portal, dashboards, reporting, and engagement tools. - Data & File Management: - Manage workflows associated with carrier feeds, eligibility files, demographic updates, and other inbound data sources. - Partner with integrated support teams to validate data and track issue resolution. - Continuous Improvement: - Identify opportunities to improve service efficiency, reduce manual effort, and enhance the client and member experience. - Recommend process improvements based on recurring issues or observed platform behavior. - Maintain deep knowledge of Evive’s platform capabilities, rules engine, reporting, and engagement strategies. - Leadership & Team Contribution: - Mentor junior team members or analysts supporting Evive client operations. - Lead or contribute to client meetings, status calls, and strategic planning discussions. - Support pre-sales solutioning discussions or product demonstrations as needed. Qualifications - Bachelor’s degree or equivalent professional experience. - 5+ years of direct client-facing experience in benefits administration, digital health engagement, or HR technology. - 2+ years of experience managing projects or implementations in a SaaS environment. Requirements - Strong technical aptitude with comfort navigating personalization engines, eligibility files, and data-driven systems. - Advanced proficiency in Microsoft Excel, including VLOOKUPs, PivotTables, and data validation. - Excellent written and verbal communication skills, with the ability to translate technical concepts for both technical and non-technical audiences. - Strong analytical and problem-solving skills with a data-driven mindset. - Highly organized, detail-oriented, and reliable, with strong follow-through. - Ability to work effectively in a fast-paced, evolving, and sometimes ambiguous environment. - Collaborative team player with a passion for customer success and operational excellence. Nice to Have (Preferred Education and Experience) - Experience with personalization platforms, rules engines, or member engagement technologies. - Prior experience supporting health benefits, wellness, or digital health solutions. - Experience mentoring or guiding junior team members. Benefits - Comprehensive Health Benefits: Health, dental, and vision plans to support your wellness. - Competitive Compensation: A package recognizing your skills and contributions, including performance-based incentives. - Flexible Work Environment: Remote-first, office-friendly options. - Retirement Savings Plans: Employer-sponsored programs for financial security. - Professional Development: Career growth opportunities through training and resources. - Supportive Culture: Collaboration, open communication, and creative problem-solving. - Employee Wellbeing Initiatives: Mental health, financial planning, and wellness resources.

Role Description At bswift, we’re looking for motivated and goal-driven individuals who share our passion for delivering excellence and creating solutions that make a difference. The reward is a fun, flexible, and creative environment with ample opportunity for professional and personal growth. Qualifications - Motivated and goal-driven individuals. - Passion for delivering excellence. - Ability to create solutions that make a difference. Requirements - Commitment to bswift values: pursue excellence, embrace accountability, deliver superior service, and be a great place to work. 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! - 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. - Make an Impact: Your work directly contributes to transforming how organizations approach benefits administration and client engagement.

• Support the annual budgeting and rolling forecast process • Prepare monthly financial reporting, including commentary and recommendations for the leadership team • Conduct variance analysis by comparing actual results to budget/forecast, identifying drivers of performance, and recommending corrective actions • Coordinate with accounting to ensure accuracy of financial information • Partner with business leaders on activities related to the FP&A team • Review results and provide decision-support insights for investments or cost-savings initiatives • Identify and report on key metrics to ensure accountability across the company, including metrics for Quarterly Board Reporting • Collaborate with HR on the requisition process to ensure personnel headcount and costs are managed effectively • Build strong relationships with stakeholders through effective communication • Partner with Sales to build financial models and review pricing for new business and renewals • Review quarterly SLA and Bad Debt reserves • Assist with detailed cash flow and balance sheet projections, supporting the treasury team as needed • Support senior finance leadership (Finance Manager/Director, VP of Finance, CFO, and executive team) on key financial decisions • Leverage approved AI tools to enhance efficiency in financial reporting, analysis, and documentation while ensuring accuracy and compliance with company standards.

• The Senior Associate, Service Delivery is responsible for maintaining and supporting client benefits websites, documenting and executing benefits-related processes, and providing advanced operational and technical support to clients and the bswift service center. • This role plays a key part in client implementations, issue resolution, continuous improvement efforts, and mentoring team members—while consistently modeling bswift’s core values. • Consistently demonstrate bswift’s core values: Deliver Superior Service, Embrace Accountability, Pursue Excellence, and Be a Great Place to Work. • Resolve client issues by responding to inquiries regarding bswift products, leveraging research and internal systems to identify solutions. • Triage client tickets and inquiries (email and voicemail) within 24 hours, maintaining ownership through resolution, including escalation support and proactive client updates. • Communicate proactively and professionally with clients using a positive, solution-oriented approach. • Maintain a thorough understanding of all internal systems to support general and specialized client requests. • Support and provide technical guidance during the implementation of new client benefits websites. • Maintain and update client sites as requirements change, including benefit class matrices, requirements documentation, rates, permissions, field options, site text, and question logs. • Perform quality assurance testing on client sites; track, monitor, and support issue resolution. • Manage workflow related to the setup and ongoing maintenance of carrier and payroll feeds. • Prepare and deliver technical and product presentations, demonstrations, and trainings, including open enrollment demos, plan changes, site text updates, and release functionality. • Lead and create agendas for client meetings, as required. • Identify and help drive continuous process improvements and operational efficiencies. • Develop and implement fulfillment procedures. • Coach and mentor team members; share insights, ideas, and customer needs across bswift teams throughout the product lifecycle. • Assist with sales and marketing activities, as needed. • Support special projects and additional responsibilities as assigned.

• Business results are the job. Program and project management are the tools. As a Program Manager, Business Solutions, you'll own outcomes across our health and welfare benefits administration business: revenue, retention, cost, scale, and client satisfaction. • You'll use whatever combination of planning, execution, influence, and hands-on work it takes to deliver them. AI is part of that toolkit, not a side project. • A portfolio of high-stakes programs tied to financial and operational outcomes: revenue generation, cost optimization, client retention, and platform scale. • The business result. You'll build and manage timelines, milestones, and deliverables. You'll change the plan when that's what hits the result. • Executive communication on how your programs are performing, what's at risk, and what the business should do about it. • Cross-functional execution across Product, Technology, Service Delivery, Operations, and Finance. • Hands-on problem solving when the outcome demands it. You build solutions yourself rather than wait, whether that's standing up an AI agent, designing a new process, or stepping into adjacent work outside your lane. • Operational and process improvement across how benefits are delivered at scale.

Role Description The Client Liaison is a senior, client-facing role that serves as a high‐touch escalation point for employee benefit issues within a benefits administration environment. This individual is deeply embedded in the client’s benefits operations and partners closely with internal delivery teams and client stakeholders to ensure accurate, timely resolution of complex benefit inquiries. This role requires direct experience in benefits administration, including hands-on work within client-specific benefits platforms, enrollment systems, case management tools, and vendor ecosystems. The Client Liaison plays a critical role during key benefits events such as Annual Enrollment, while building trusted relationships with client contacts and internal subject matter experts. Responsibilities (Essential Functions) - Serve as the primary escalation point for complex employee benefit inquiries within a benefits administration and client services environment. - Work directly within client-specific benefits administration systems and tools, including enrollment platforms, case management systems, ticketing tools, Slack, and email. - Support Annual Enrollment and other key benefits events, including hands-on issue resolution and executive-level support when required. - Act as an extension of the client’s benefits team, maintaining a strong day-to-day presence across internal delivery teams and client stakeholders. - Present quarterly Service Level Agreement (SLA) and service performance metrics to client leadership. - Partner with internal subject matter experts (configuration, eligibility, compliance, HSA/FSA, and vendors) to resolve system, data, and process-related benefits issues. - Build and manage effective working relationships with client contacts across benefits, compliance, HR, finance, HSA/FSA, and vendor-aligned roles. - Demonstrate professionalism, confidence, and sound judgment when communicating with senior leaders and executive stakeholders. - Proactively anticipate client needs, follow through on escalated items, and ensure accurate, timely resolution of benefit-related issues. Qualifications - Proven experience in benefits administration with direct responsibility for supporting employee benefit inquiries. - Client services experience within a benefits administration environment (not general client support). - Hands-on experience working within client-specific benefits systems and tools, including enrollment platforms, case management systems, and related workflows. - Strong understanding of employee benefits programs, enrollment processes, and issue resolution best practices. - Excellent verbal and written communication skills, with the ability to communicate clearly with both employees and client stakeholders. - High degree of professionalism and polish, particularly when supporting executive-level contacts. - Ability to work independently, manage multiple priorities, and navigate ambiguity in a fast-paced client environment. - Strong relationship-building skills with internal partners and external clients. - Demonstrated ability to anticipate issues, escalate appropriately, and follow through to resolution. Nice to Have (Preferred Education and Experience) - Experience supporting clients on bswift or a similar benefits administration platform. - Prior experience supporting large or complex benefits clients in a highly matrixed environment. - Familiarity with benefits enrollment, eligibility, compliance, and vendor coordination processes. 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! - 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. - Make an Impact: At bswift, your work directly contributes to transforming how organizations approach benefits administration and client engagement.

• Own a book of business representing $5,000,000 to $8,000,000+ in annualized recurring revenue (ARR). • Directly manage client relationships, ensuring delivery quality, timeliness, and overall client satisfaction. • Own client project plans, governance structures, and stewardship activities. • Organize and lead regular client meetings to ensure excellent customer service and alignment on goals. • Maintain contractual compliance and manage client financials, including renewals and revenue stewardship. • Stay current on bswift products, services, and enhancements to effectively advise clients. • Directly manage, coach, and develop a team of service delivery professionals. • Hire, develop, and retain team members who reflect bswift’s core values. • Provide ongoing performance feedback, people management, and career development coaching. • Deliver day-to-day guidance and support to the service delivery team. • Foster a high-performing, accountable, and collaborative team culture. • Forecast and manage staffing levels and associated expenses for the assigned book of business. • Drive efficiency through the creation, refinement, and adherence to standard operating procedures. • Promote automation, continuous improvement, and constructive challenge of the status quo to improve service delivery outcomes. • Support the rollout of new technology and services to clients in partnership with Product and Technology teams. • Coordinate business strategy and execution with bswift leadership and cross-functional partners.

• Lead and manage client-facing projects within a benefits administration environment, ensuring alignment between client expectations, service delivery teams, and cross-functional partners • Drive projects related to client onboarding, service delivery enhancements, platform configuration, operational readiness, and annual enrollment execution • Act as a primary project leader supporting Service Delivery teams by proactively identifying risks, managing dependencies, and resolving issues that may impact client timelines or experience • Ensure all client initiatives align with defined goals related to client health, satisfaction, retention, and long-term partnership success • Serve as a trusted partner to internal delivery teams to ensure clarity, accountability, and high standards of execution for client commitments • Lead and/or support annual enrollment-related client projects, including planning, cross-team coordination, readiness tracking, execution support, and post-AE analysis • Partner with service delivery, technology, product, and operations teams to ensure smooth execution during high-volume, time-sensitive benefit cycles • Manage competing client priorities and mitigate risk during peak enrollment periods through strong organization and prioritization • Identify lessons learned and drive continuous improvement to enhance future annual enrollment execution • Develop, maintain, and execute detailed client-facing project plans using Smartsheet as a primary tool, along with Jira and other project management platforms • Apply Agile, Scrum, or Waterfall methodologies based on client needs, scope, and delivery timelines • Facilitate collaboration across service delivery teams, internal partners, and external vendors • Track project timelines, risks, issues, and dependencies to ensure successful client outcomes • Communicate project status, milestones, risks, and outcomes clearly and consistently to stakeholders, with a strong focus on client impact and delivery readiness