Description: bswift is currently seeking an experienced Senior Account Manager to join our direct Client Services Team.
The Senior Account Manager (SAM) is directly responsible for helping bswift meet and exceed client expectations by supporting consumers on our best-in-class HR software and services.
Located in downtown Chicago, bswift offers software and services that streamline benefits, HR and payroll administration for employers and public and private exchanges nationwide. bswifts state-of-the-art cloud-based technology and outsourcing solutions significantly reduce administrative costs and time-consuming paperwork, making life easier for administrators and millions of consumers who enroll in benefits with bswift.
The Senior Account Manager (SAM) will serve as the primary point of contact to our direct clients, internal team members and partners by helping implement and maintain client web sites. This individual will:
Help manage and provide technical guidance through the implementation of new client Web sites
Continually update sites as requirements change each year or as often as needed (this includes benefit class matrix, requirements document, rates, permissions, field options, site text and any open items on questions log)
Test client sites for quality assurance; track and monitor the resolution of issues
Leading a team to coordinate with other bswift resources (product management, development, call center) to meet client deliverables; including, but not limited to:
Creating Benefits Class Matrix, Requirements, Rates, Permissions, Field Options, Site Text and Implementation Questions Log with client (including client sign-off)
Configuring system as needed for annual benefit program changes/acquisitions
Executing on non-automated service delivery processes to satisfy scope requirements
Researching and resolving client inquiries regarding system and process issues
Training clients on new and existing system features and services (prepare and conduct technical/product presentations and demos as required)
Testing new and existing system functionality to ensure accuracy of client system configuration
Prepare and conduct technical/product presentations, demonstrations and trainings (such as an open enrollment demo for new/changing plans, site text, and release functionality changes, etc.)
Provide resolution of client issues by responding to questions and concerns about the use of bswift products; ability to leverage research to find resolution
Maintain thorough understanding of all internal systems to respond to general and specialized client requests
Triage client tickets and/or questions (email and voicemail) within 24 hours; maintaining ownership from initial customer contact to call resolution which includes supporting escalations if appropriate and providing customer updates
Look for and help drive continuous process improvements/efficiencies by maintaining a thorough understanding of all internal systems
Develop and implement fulfillment procedures
Lead and create agendas for client meetings (when CRM is not available)
Coach and mentor other team members
A Bachelors Degree from a four-Year College or university; or equivalent combination of education and experience.
5+ Years of direct client and/or analyst experience preferred
Solid Technical background
Must be proficient in Excel (VLOOKUP, Pivot Tables, Basic Functionality)
Good written/verbal communication skills and the ability to communicate with both technical and non-technical personnel; ability to listen, clarify and respond well to questions
Ability to operate and make timely decisions in an ambiguous, fast-paced atmosphere
Must be able to quickly sort through complex subject material
Strong analytical skill-set and ability to effectively use data for strategy
High level of productivity, reliability, responsibility, attendance, dependability, organization and accuracy/thoroughness
Ability to take initiative to meet challenges with resourcefulness and new innovative approaches while maintaining a high level of quality
Must possess a passion for teamwork, client service and reaching business results through problem solving
Experience with benefits administration / open enrollment process
Percent of Travel Required: 0 - 10% EEO Statement: Aetna is an Equal Opportunity, Affirmative Action Employer Benefit Eligibility: Benefit eligibility may vary by position. Click here to review the benefits associated with this position. Candidate Privacy Information: Aetna takes our candidate's data privacy seriously. At no time will any Aetna recruiter or employee request any financial or personal information (Social Security Number, Credit card information for direct deposit, etc.) from you via e-mail. Any requests for information will be discussed prior and will be conducted through a secure website provided by the recruiter. Should you be asked for such information, please notify us immediately.
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