Businessolver

Role Description The Account Manager has a strong client management background and will serve as the day-to-day point of contact for our clients. You are accountable for delivering a consistent, high quality Businessolver experience in a seriously delightful way. If you are a driven and passionate professional who enjoys providing exceptional service we would like to hear from you! - Serve as a day-to-day liaison between our clients and our production teams, making sure we understand all goals, objectives and time constraints. - Manage and facilitate client calls and new client administrator training. - Maintain all client documentation such as Standard Operating Procedures and process related documentation. - Engage in ongoing educational opportunities on product releases, updates and system functionality. - Educate, discuss, and collaborate with clients on relevant product updates, engaging in consultation with leadership as needed. - Provide concise communication regarding new system functionality, industry news, open items, project initiatives, and resolution activity. - Drive continual improvement of the delivery of services from all teams; ensuring a cohesive, high quality service. - Coordinate Annual Enrollment and Plan Year closeout related activities and proactively engage the clients and internal teams as needed on open items. - Participate in sales finalist meetings and partner with the sales team on prospect visits and scope of services presentations. - Partner with internal teams to identify and discuss trends and training needs, providing support and expertise to the Service Center team. - When it comes down to it, make them love us…a lot! Qualifications - Bachelor’s Degree in Management or Communication preferred. - 4+ years’ experience working with clients and building relationships with direct experience in the consumer accounts / employee benefits / benefit administration industry. - Must have strong understanding of consumer spending account administration and the impact it has on the industry. - Consumer accounts system(s) knowledge is critical to success. - Strong relationship management and project management expertise, analytical skills, and the ability to engage and motivate multiple stakeholders across the organization. - Ability to lead client meetings, deliver presentations, and establish relationships. - Consultative approach to communication – giving the clients insight to activity in the market that may potentially impact their business – while providing solutions related to our platform. - Demonstrated ability to partner with other functional areas/organizations to deliver a seamless experience for the customer. - Ability to maintain grace under pressure – especially during the busy season; basically, the ability to bring order out of creative chaos during a compressed, high-pressure period. - You must be a resourceful and creative problem solver – constructively working with team members to find solutions. - Tech savvy – must have a comfort level with learning new technology and being able to communicate effectively when discussing with clients. Requirements - The pay range for this position is 50K to 80K per year (pay to be determined by the applicant’s education, experience, knowledge, skills, and abilities, as well as internal equity and alignment with market data). - This role is eligible to participate in the annual bonus incentive plan. - If this position is full-time or part-time benefit eligible, you will receive a comprehensive benefits package which can be viewed here . Equal Opportunity at Businessolver Businessolver is an Affirmative Action and Equal Opportunity Employer and is proud to offer equal employment opportunity to everyone regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, veteran status, and more. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements.

• Effectively onboard clients and new populations using agile, change management, process leadership, and acquisition team best practices. • Create, maintain, and adjust work schedules in a persuasive and organized manner to keep the project on course. • Exert strong influencing skills to support schedule adherence, task ownership, and timely completion of project deliverables. • Communicate effectively with leaders, fellow Solvers, Clients, and Brokers using email, status updates, work schedules, meetings, and other appropriate channels. • Identify, forecast, and address areas of risk through action plans, contingency plans, status updates, and escalation to provide and implement solutions. • Meet KPI goals as established at BSC and in Quality and Improvement. • Support project completion on time, within scope, and aligned to measurable objectives. • Create a high-functioning project team environment by clarifying expectations, reinforcing ownership, and supporting timely decision-making. • Use approved AI tools, including Microsoft Copilot where available, to improve efficiency in drafting project communications, summarizing meetings, organizing action items, and identifying potential gaps that require human review or follow-up. • Generate and maintain documentation such as Standard Operating Procedures (SOPs), Client Delight Plans, meeting agendas/minutes/action plans, transition or handoff notes, risk/action logs, and acquisition-related tracking artifacts. • Identify efficiency and effectiveness action plans based on capacity, work management, project data, and recurring risk themes. • Lead work management and resource planning methods to show resource need, capacity, bottleneck, and efficiency opportunity reporting. • Maintain project plans and project-related information in the work management system with accurate, timely, and actionable updates. • Validate AI-assisted outputs for accuracy, completeness, tone, and appropriate use before sharing or relying on them for decision-making. • Implement best-practice reports and action plans from other organizations, PMP, Scrum, and internal departments to strengthen acquisition team delivery. • Prepare presentations, articles, blogs, or other materials that share learnings internally and externally as appropriate. • Contribute to repeatable acquisition team playbooks, templates, and process improvements that support scalability and role progression. • Support the growth of teammates by sharing knowledge, reinforcing standards, and providing input that helps the team complete client onboarding to BSC and Client standards. • May perform other duties as assigned.

• Perform daily support for applications and users • Troubleshoot user issues, CICD pipelines, scripting issues, and cloud services • Review system and application logs, and verify completion of automated processes • Perform ongoing performance tuning, infrastructure upgrades, and resource optimization as required • Work with project teams to document and deploy new projects • Provision and configure hardware, peripherals, services, settings, directories, storage, etc. in accordance with standards and project/operational requirements • Research, develop, and implement innovative and where possible automated approaches for system administration tasks • Maintain and contribute to our knowledge base and documentation • Influence broader technology groups in adopting Cloud technologies, processes, and best practices • Creative thinking and proposing solutions to grow our business by delighting our clients • May perform other duties as assigned

• Work closely with product managers, developers, and cross-functional teams to iterate on designs and integrate feedback throughout the development cycle. • Create wireframes, prototypes, and high-fidelity mockups that effectively communicate design concepts and interactions for both web and mobile platforms. • Lead the end-to-end design process from ideation to implementation, ensuring that solutions are both user-friendly and aligned with business goals. • Contribute to and maintain a consistent design system that reflects Businessolver’s brand standards and enhances the overall user experience. • Conduct user research, usability testing, and data analysis to identify pain points and opportunities for improvement. Develop personas, user journeys, and scenarios to inform design decisions. • Leverage quantitative and qualitative data to drive design choices, validate concepts, and iterate on solutions. • Provide guidance and mentorship to junior designers, fostering a collaborative and innovative design culture within the team.

• Serves as main of contact both internally and externally for Onboarding strategic planning, client relationship and definition of client requirements for all Businessolver service offerings • Leads discovery sessions that result in detailed business requirements for clients • Serves as the subject matter expert for clients and Businessolver as it relates to our delivery model and application of those requirements to both new project implementations and ongoing support/delivery • Assesses and mitigates risk with scope of project discovery • Effectively communicates project expectations and progress to our clients, team members, and executive team in a timely and clear manner during discovery • Actively participates in business development and increases revenue opportunities • Demonstrated initiative and drive within a fast-paced environment is required • May perform other duties as assigned

• Supervise a team of Member Advocates (phone agents) and Processors focusing on daily operations to include staffing, problem resolution, reporting and quality assurance • Assist in the hiring, training and development of all new team members • Handle and resolve escalated caller inquiries • Assist with inbound and outbound calls during peak times to maintain services levels • Assist with producing reports and providing statistical information to management as requested • Conduct audits within the team to identify and implement workflow efficiencies • Perform and oversee quality review feedback with team members • Monitor workflow and department processes to improve call handling, system knowledge and communication skills, ensuring quality performance metrics are met • Consult with management to improve effectiveness and efficiency of workflow and communicate trends and escalated issues as appropriate • Ensure that all regulatory requirements are met and comply with internal policies and procedures

• Responsible for participating in all raw materials review and validation • Responsible for ensuring system configuration is completed in accordance to requirements documentation • Support and follow key work process flows for Annual Enrollment, New Services Implementation as well as Acquisitions and Divestitures system build requirements • Complete self-QA on all system build work • Establish and follow global process documentation and report any discrepancies in documentation • Daily touch-base with necessary internal partners associated with current projects or tasks • Accurately maintain capacity and productivity measurements through utilization of task updates • Review open tasks daily; prioritize work and escalate when appropriate • Address any escalated or global issues related to system build for clients • Active participation in training sessions related to new system functionality and processes

• Conduct weekly quality audits and communicate results to support training and development needs • Serve as owner of one or more controls, reports, or audits • Maintain and review process documentation to BSC standards • Partner with Product Development teams to complete system testing and bug validations • Identify process gaps and propose solutions • Support client calls and inquiries when necessary • Support our global partners and internal business operations teams with aided training and responses to inquiries • Participate in toll gate meetings to assist and support new service onboardings and client takeover processing activity as needed by onboarding owner • Take accountability for entire process from receipt of work to resolution and closure • 1st and 2nd level refund approvals • Serve as owner for offboarding clients, which includes serving as the subject matter expert on internal and client/vendor calls as needed • Serve as a day-to-day liaison between our internal client partners and clients, making sure we understand all goals, objectives, and time constraints • Partner with internal teams to identify and discuss trends and training needs, providing support and expertise to the Member Services team as needed

• Lead requirements gathering sessions with customers • Analyze and understand system requirements for ongoing work • Troubleshoot and resolve questions related to the platform • Partner with Architect II resources to design solutions • Complete Decision Support documents and work requests • Support configuration of defined platform requirements • Operate within project timelines to exceed expectations • Build trusted client partnerships

Role Description - Participate in client meetings including escalation discussions, when needed. - Ensure team is executing on client activity and proactively engaging Client Service Leads, Directors, and other internal teams as needed on open items. - Review and analyze performance of client deliverables daily (includes work completed onshore and offshore), reviewing risk areas with team members as needed. - Ensure team meets and/or exceeds daily work volumes and productivity metrics. - Identify and communicate trends or areas of improvement (both client and role specific). - Provide operational performance reports to client leadership team, identifying successes, risks and needs weekly. - Ensure quality assurance checks are happening across team deliverables. - Collaborate with Directors, AVP's and Client Services Leads on special projects. - Point of escalation (from internal resources) for client deliverables for which their team is responsible for. - Evaluate daily and weekly team capacity, collaborate with leader and other Client Services Managers to offset any capacity deficits. - Oversite of the Team Queues within Clarizen and Client Desk, ensuring work is being pulled by the team each day/week; this includes setting due dates in Clarizen for tasks/milestone completion. - Share in leadership of daily team stand-up meetings to communicate business initiatives and review deliverables such as open cases, file activity and other related client maintenance tasks. - Manage and develop team members by conducting regular 1:1’s, reviewing work, processes, and other team member needs in order to ensure successful execution of assigned tasks. - Ensure new team member training is completed and support overall learning paths for all team members, aligning resources as needed. - Support transition of new clients from onboarding to onshore and offshore ongoing resources. - Responsible for the execution and delivery of performance management & compensation process/routine across their Pod. - Operate as a domain leader of one or more roles within the Team. Qualifications - 5-7 years of direct industry or equivalent experience. - 3+ years team lead/management experience. - Experience with: - Delegation, Directing and Leading Change. - Managing quality and a Customer Service Mindset. - Fact based management and Strong Leadership Communication. - Driving Results with Urgency. - Team Building, Coaching & developing others. - Workload Prioritization and Management Across Large Projects and Teams. - Experience in account management is strongly encouraged. Requirements - The pay range for this position is $79K - $107K per year (pay to be determined by the applicant’s education, experience, knowledge, skills, and abilities, as well as internal equity and alignment with market data). - This role is eligible to participate in the quarterly bonus incentive plan. Benefits - If this position is full-time or part-time benefit eligible, you will receive a comprehensive benefits package which can be viewed here . Equal Opportunity at Businessolver Businessolver is an Affirmative Action and Equal Opportunity Employer and is proud to offer equal employment opportunity to everyone regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, veteran status, and more. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements.