• Act as the primary liaison between clients and production teams • Conduct and manage client calls and provide comprehensive new client administrator training • Maintain all client documentation • Stay updated on product releases • Collaborate with clients on product updates • Drive continuous improvement in service delivery • Coordinate Annual Enrollment activities • Participate in sales finalist meetings and assist the sales team • Identify trends and training needs

• Partner with Project Management and Production Planning team members daily to review capacity, team deliverables and performance • Provide direction on documentation of work requests, participating in discussions to define and assign work to appropriate resources • Review and analyze performance on client health scorecard weekly, reviewing risk areas with team members as needed • Act as client escalation point for service delivery concerns to provide oversight and drive delivery of key initiatives, ensuring all items are documented and addressed • Provide operational performance reports to client leadership team, identifying successes, risks and needs weekly • Conduct regular strategy meetings with Customer Success team to review client activity, needs and performance • Lead daily stand-up meetings with team members to communicate business initiatives and review deliverables such as open cases, file activity and other related client maintenance tasks • Manage team members by conducting regular 1:1s, reviewing work, processes and other team member needs in order to ensure successful execution of assigned tasks • Conduct new team member training and support overall learning paths for all team members, aligning resources as needed • Ensure team is executing against Annual Enrollment 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 • Engage in ongoing educational opportunities on product releases, updates and system functionality.

• 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 quality assurance checks are happening across team deliverables • Collaborate with Directors, AVP's and Client Services Leads on special projects

• Partner with Project Management and Production Planning team members daily to review capacity, team deliverables and performance • Provide direction on documentation of work requests, participating in discussions to define and assign work to appropriate resources • Review and analyze performance on client health scorecard weekly, reviewing risk areas with team members as needed • Act as client escalation point for service delivery concerns to provide oversight and drive delivery of key initiatives, ensuring all items are documented and addressed • Provide operational performance reports to client leadership team, identifying successes, risks and needs weekly • Conduct regular strategy meetings with Customer Success team to review client activity, needs and performance • Lead daily stand-up meetings with team members to communicate business initiatives and review deliverables such as open cases, file activity and other related client maintenance tasks • Manage 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 • Conduct new team member training and support overall learning paths for all team members, aligning resources as needed • Ensure team is executing against Annual Enrollment 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 • Engage in ongoing educational opportunities on product releases, updates and system functionality.