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Ameriflex · 1 week ago

Client Success Specialist

Dallas, TX

Full-time

Hybrid

Mid Level

$56K/yr - $60K/yr

3+ years exp

Ameriflex is dedicated to providing exceptional client care, and they are seeking a Client Success Specialist to enhance client experience during onboarding and renewal processes. This role involves proactive support, relationship building, and collaboration with internal teams to ensure client satisfaction and retention.

FinTechHealth CareInformation TechnologyPayments

Growth Opportunities

Responsibilities

Onboarding and Renewal Management: Serve as the main point of contact during the onboarding of new clients and the renewal of existing accounts, ensuring that all necessary steps are followed and client needs are proactively addressed (Advanced)

Proactive Client Support and White-Glove Service: Deliver a high level of personalized service to clients, anticipating their needs and providing solutions before questions arise. Demonstrate a proactive approach to ensuring client satisfaction (Advanced)

Relationship Building and Retention: Build, maintain, and foster strong relationships with Plan Administrators, Brokers, and other key stakeholders to support client retention and growth during onboarding and renewal (Intermediate)

Structured Onboarding and Renewal Processes: Follow a highly structured process for onboarding new clients and managing renewals, addressing all touchpoints outlined in standard operating procedures to ensure a consistent and high-quality experience (Intermediate)

Client Education: Educate clients on systems, tools, policies, and best practices related to Ameriflex products and services, ensuring they have the knowledge and resources necessary to utilize offerings effectively (Intermediate)

Issue Resolution and Follow-Through: Own client issues from start to finish, resolving problems efficiently and ensuring a positive outcome. Provide support for any escalated issues related to onboarding or renewal (Intermediate)

Account Documentation and Organization: Maintain organized, accurate, and up-to-date records for each client, including detailed documentation of the onboarding and renewal process, service issues, and resolutions (Advanced)

Collaboration and Cross-Departmental Coordination: Work closely with internal partners, such as Sales, Client Experience, and Operations, to execute business plans and ensure seamless onboarding and renewal experiences (Intermediate)

Compliance and Confidentiality: Handle sensitive client information with discretion, ensuring compliance with HIPAA and other relevant regulations throughout the onboarding and renewal process (Advanced)

Process Improvement and Efficiency: Identify areas for process improvement within the onboarding and renewal workflows, recommending changes to enhance service delivery and client satisfaction (Intermediate)

Additional Duties: Perform other duties as required to support business needs, as assigned by the Client Experience Manager (Beginner)

Qualification

Client OnboardingClient RetentionHIPAA ComplianceCommunication SkillsOrganizational SkillsTechnical ProficiencyProcess ImprovementService OrientationProblem-SolvingAccount ManagementAdaptabilityGoal OrientationAttention to DetailCollaboration

Required

Bachelor's Degree from an accredited institution required

A clear understanding of the products Ameriflex offers and how they work

Deep commitment to providing proactive and personalized client service, with the ability to anticipate client needs and exceed expectations during critical touchpoints

Strong ability to resolve issues efficiently and independently, with a proactive approach to client care

Superior written and verbal communication skills, with the ability to engage effectively with clients during onboarding and renewal, setting the foundation for long-term relationships

Highly organized, with the ability to manage multiple tasks and maintain comprehensive client records for onboarding and renewal processes

Ability to remain composed and efficient in a fast-paced, high-pressure environment, particularly during peak onboarding and renewal periods

Skilled in navigating multiple web-based programs, with the ability to quickly learn and adapt to new tools and systems

Highly motivated, with a strong focus on achieving individual and team goals, particularly related to client satisfaction and retention

In-depth understanding of HIPAA regulations and best practices for handling sensitive information during the onboarding and renewal stages

Experience identifying areas for improvement and implementing process changes to streamline onboarding and renewal workflows

Preferred

3+ years of account management experience preferred, with a demonstrated focus on onboarding, renewal, or customer success roles

Experience in Benefits Administration or a related field is preferred

Intermediate to advanced skills in Microsoft Excel and other data management tools are preferred

Ability to travel as needed, ideally once per year, to support client relationship initiatives and onboarding events

Benefits

Medical Insurance

Vision Insurance

Dental Insurance

401(k) Matching

Flexible Spending Accounts

Health Savings Accounts

Disability & Life Insurance

Employee Assistance Program

LegalShield

ID Shield

Commuter Reimbursement Plan

Tuition Reimbursement

Bonus Pay - Our Client Experience team operates on a quarterly bonus structure with earning potential between 4% and 6% of base compensation quarterly

Wellable membership

Telescope Health (telehealth) through Accresa

Intellect (mental health) application

Employee engagement activities, including voluntary events, raffles, book club, and more!