The Account Manager owns the day-to-day Health & Welfare Benefits plan administration services provided by Workscape and is the primary client contact.

The Account Manager has the unique opportunity to impact ongoing client satisfaction by establishing successful customer and internal team relations.

The Account Manager is responsible for new client implementations when assigned and ongoing services provided by Workscape, including annual enrollment projects.

Responsibilities include monitoring, escalations, troubleshooting, issues identification, facilitation, and resolution, inquiry tracking, customer reporting, and trend identification.

A successful Account Manager is the primary contact point for all client-facing service delivery while consistently demonstrating a professional demeanor, including superior communication and presentation skills.

Responsibilities:
Manages 2-3 clients
Manages client projects and the day-to-day benefit plan administration services provided by Workscape Project Management:
Works in the pre-sales process to help prepare Statement of Work, pricing and project strategy.

Also participates in pre-sales meetings representing the Account Management functional area to prospects.


Plans, scopes, kicks off, manages and executes complex projects.

Monitors results against project metrics and direct projects to completion.


Formally closes out projects, including reviewing lessons learned.


Conducts proactive project risk management.

Quantifies, and qualifies risk and plans the appropriate mitigation plans.


Tracks, and reports on, project deliverables.


Directs resources on the completion of projects.

Negotiates with peers and management for resource availability.


Manages project scope.

Identifies, prepares and presents change orders to the Portfolio Management and the client.


Attends and leads client meetings with combined project team.


Serves as the primary client interface with decision making and project P&L responsibility.


Monitors project resource expenditures and works with the Portfolio Director to ensure projects are within budget.


Assists Portfolio Director with forecasting time to completion metrics.


Provides feedback directly to project team members on roles, responsibilities, expectations and performance.


Escalates performance concerns as needed to management.


Completes project evaluation forms in a timely fashion with detailed feedback on performance on projects.


Adheres to Workscapes Client Engagement Methodology and administers projects using Workscape tools and templates for project management.


Delivers projects on schedule and within cost budgets and margins.

Service Management:
Responsible for day to day client interaction
Develops and monitors the processing calendar
Completes dashboards, milestone and client reporting
Ensures Service Level Agreements are met
Executes the test plans
Facilitates or resolves escalations from team members, clients and vendors
Manages customer relationship activities
Identifies trends, delivery enhancements and tools that would improve benefit service delivery
Implements process improvements mutually agreeable to Workscape and the client
Liaisons with the implementation team on new services/products for smooth transition to ongoing support
Helps develop and/or review the process documentation required by the service team to service new clients
Manages Annual Enrollment and other projects that arise as part of the ongoing administration
Interacts with clients and client vendors
Leads status meetings (prepares agenda and distribute meeting notes or summaries)
Resolves escalations from clients or vendors directly or through assistance from implementation team
Differentiates between customer identified bugs and system enhancements; works with Portfolio Management and Implementation Team on change orders
Contacts client when production problems exist
Coordinates customer resolution of business and technical issues with other team members Partners with the Call Center:
Measures, monitors and manages service escalations
Identifies trends, delivery enhancements and tools that would improve call center service delivery Reporting:
Maintains internal dashboards to report operational metrics
Ensures that Service Level Agreement (SLA) requirements related to services are met
Provides input to quality improvement for overall service delivery
Provides documentation to support SLA performance
Communicates issues and status to management Leadership/Mentoring:
Mentors and coaches other team members
Assists in training of new team members
Participates in selection and evaluation of new candidates Qualifications:
Health and Welfare Human Resources Domain experience required
Seasoned and polished client relationship / customer service / client interfacing skills
Solid project management experience
Education: Bachelors degree in related field
Outsourcing experience or CEBS Certification desired
Solid interpersonal and communications skills
5-7 years of Health & Welfare employee benefit plan administration, compliance and vendor services
3-5 years experience with employee benefits and/or HR systems
2-3 years project management experience Qualified candidates please submit a copy of your resume in Microsoft Word format to: hrjobs [at] workscape [dot] com .

Be sure to include the job title in the subject line.

Workscape is an Equal Opportunity Employer.

We encourage diverse candidates to apply.

About Workscape: At Workscape, we understand that reducing HR costs and driving higher performance are the job of each and every employee.

Thats why Workscape takes an employee-centric approach to HR that engages the entire organization in improving the business.

With over a decade of experience, Workscape is uniquely capable of addressing customers talent management and outsourced benefits administration needs via a single, integrated technology platform.

Our award-winning solutions help customers gain better control over two of their largest personnel cost centers healthcare benefits and compensation budgets for bottom-line results.

At the same time, Workscape solutions enable customers to effectively align individual goals with corporate goals, tie compensation to performance, and improve overall employee engagement and satisfaction.

Whats more, our impressive track record for financial stability, growth, and profitability make Workscape a safe bet in todays uncertain business world.

Its no wonder Workscape solutions have been embraced by millions of employees at over 100 leading companies across the globe.

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