Member Services Success Manager (Work Remotely Anywhere in the U.S.)
BusinessolverSince 1998, Businessolver has delivered market-changing benefits technology and services supported by an intrinsic responsiveness to client needs. The company creates client programs that maximize benefits program investment, minimize risk exposure, and engage employees with easy-to-use solutions and communication tools to assist them in making wise and cost-efficient benefits selections. Founded by HR professionals, Businessolver's unwavering service-oriented culture and secure SaaS platform provide measurable success in its mission to provide complete client delight.
The Success Manager will represent Member Services in client meetings by taking ownership of trend analysis, escalation mitigation, performance updates, cross-functional initiatives, and the delivery of departmental messaging. They will serve as the primary point of contact to ensure seamless and effective communication between Member Services and clients, maintaining alignment on priorities, expectations, and service delivery standards.
The Gig:
- Collaborate with Client Services, Member Services leadership, and MS / Businessolver support functions to proactively address issues, strategies, remediations, and outstanding items.
- Analyze available reporting and data using machine learning and evaluative methods to provide consultative insights to internal and client teams.
- Assess risks, identify communication opportunities, and pinpoint areas for improvement to enhance Member Services effectiveness.
- Incorporate member feedback and concerns into client discussions to improve service offerings and the overall member experience.
- Deliver operational metrics, guidance, and strategic plans to meet MS-related service level agreements and contractual obligations.
- Ensure quality assurance checks are consistently performed across all client-facing Member Services deliverables.
- Act as a subject matter expert and leader within the Member Services domain.
- Coordinate with onshore, offshore, and subcontracted MS partners to unify client-facing service delivery.
- Support Member Services messaging in new business pursuits, as applicable.
- Assist in onboarding discussions for new clients, as needed.
- Co-lead Member Services huddles to communicate business initiatives and review deliverables such as open cases, file activity, and other client maintenance tasks.
- Manage and develop team members through regular one-on-one meetings, performance reviews, and process evaluations to ensure timely and successful task execution.
- Oversee training for new team members and support ongoing learning paths, aligning resources as necessary.
- Lead the execution and delivery of performance management and compensation processes within the unit.
What You Need to Make the Cut:
Required:
- 8+ years of leadership experience in the benefits administration industry or equivalent.
- Bachelor’s degree or equivalent business experience.
- 5+ years of experience in team leadership and client management.
- Adaptability to changing environments and competing demands.
- Strong communication skills, including the ability to engage in strategic conversations with C-level clients.
- Reliability under pressure with a results-driven mindset.
- Entrepreneurial spirit with a hands-on, enthusiastic leadership style.
- Excellent interpersonal skills with the ability to connect across all levels and manage change effectively.
Preferred Skills:
- Experience in consulting, influencing, and persuading clients.
- Proven ability to lead and direct change.
- Commitment to quality and a customer service mindset.
- Effective, data-driven communication.
- Ability to drive timely results.
- Coaching and developing team members.
- Prioritizing workloads, projects, and competing priorities.
- Experience in account management is strongly encouraged.
The pay range for this position is 48K to 75K 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.
Other Compensation: If this position is full-time or part-time benefit eligible, you will receive a comprehensive benefits package which can be viewed here: https://businessolver.foleon.com/bsc/job-board-businessolver-virtual-benefits-guide/
Dear Applicant.
At Businessolver, we take our responsibility to protect our clients, employees, and company seriously and that begins with the hiring process.
Our approach is thoughtful and thorough. We’ve built a multi-layered screening process designed to identify top talent and ensure the integrity of every hire. This includes quickly filtering out individuals who may attempt to misrepresent themselves or act in bad faith.
We also partner with trusted, best-in-class providers to conduct background checks, verify identities, and confirm references. These steps aren’t just about compliance, they’re about ensuring fairness, safety, and trust for everyone involved.
Put simply: we will always confirm that you are who you say you are. It's just one of the many ways we uphold the standards that matter most, to you, to us, and to the people we serve.
With heart,
The Businessolver Recruiting Team
Businessolver is committed to maintaining an environment that protects client data. We train our employees to maintain leading class security practices and expect all employees to adhere to policy, procedures and controls.
(Applicable to all roles at an AVP, DIR, VP, Head Of or SVP and above level):
Serve as a security contact for the business unit. Responsible for driving adoption and compliance with information security and privacy practices. Serve as a liaison with the information security team on security and privacy matters.
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.
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