Benefits Account Manager

OneSource Virtual

10d•Remote

About The Position

We're seeking an experienced Benefits Account Manager to join our dynamic Account Management Team. In this pivotal role, you'll oversee a diverse customer portfolio while serving as the primary relationship owner between customers and our internal teams. You'll leverage your expertise in benefits administration and project management to enhance customer experience, ensure seamless communication, and deliver exceptional service that exceeds expectations.

Requirements

5+ years of experience in customer-facing roles within benefits administration
Strong project management skills, particularly with technology implementations
In-depth understanding of employee benefits programs and administration systems
Demonstrated ability to build and maintain customer relationships
Experience leading customer meetings and delivering effective presentations
Excellent problem-solving and analytical capabilities
Strong communication skills with the ability to explain complex concepts clearly
Proven ability to collaborate across functional teams
Adaptability and resilience, especially during high-volume periods
Tech-savvy with the ability to learn new systems quickly
Associate's or Bachelor's degree in a relevant field (Business, HR, etc.)
Industry experience and professional certifications may substitute for formal education

Nice To Haves

Experience with Workday HCM and Benefits modules
Professional certifications in benefits administration (CEBS, GBA, etc.)
Advanced degree in HR, Business Administration, or related field
Consultative communication style that builds trust and credibility
Ability to anticipate customer needs and provide proactive solutions
Strong organizational skills to manage multiple priorities simultaneously
Resilience under pressure with a knack for bringing order to chaos
Strategic thinking combined with attention to detail

Responsibilities

Build and nurture strong customer relationships that drive retention and satisfaction
Lead successful Open Enrollment projects for your entire customer portfolio
Serve as a trusted advisor on benefits administration best practices
Champion customer needs within OSV while ensuring operational excellence
Drive continuous improvement in service delivery and customer experience
Serve as the primary liaison between customers and internal teams
Conduct regular customer meetings to review performance, address concerns, and identify opportunities
Provide comprehensive onboarding and training for new customer administrators
Deliver clear communication on system functionalities, industry updates, and project initiatives
Partner with Customer Success Leaders to ensure customer satisfaction and retention
Lead Open Enrollment projects (both on-cycle and off-cycle) for your customer portfolio
Develop and maintain detailed project plans with clear milestones and accountability measures
Coordinate cross-functional resources to ensure successful project execution
Provide regular status updates to all stakeholders, identifying potential issues early
Serve as the primary escalation point for resolving complex implementation issues
Maintain deep knowledge of benefits administration, compliance requirements, and industry trends
Stay current on Workday product releases, updates, and system enhancements
Provide consultation on system configuration, process improvements, and best practices
Test and validate benefits configurations to ensure accuracy and compliance
Document and maintain Standard Operating Procedures and process workflows
Identify trends and opportunities for process optimization across your portfolio
Collect and analyze performance data to drive decision-making
Collaborate with Service Delivery teams to implement improvements
Document best practices and ensure consistency across the Benefits Account Management Team
Participate in lessons learned exercises and knowledge sharing initiatives