Client Services & Activation Lead

Benefit Harbor LP•Plano, TX

2d•$65,000 - $75,000

About The Position

The Client Services & Activation Lead is responsible for onboarding, implementing, activating, and administering new and renewing Workday Benefit Bridge clients. The role manages implementation activities from discovery and benefits plan documentation through platform configuration, integration testing, deployment, and post-launch support. Working with clients, integration partners, the Director of ERP Benefits and Deployment, EDI Analysts, Operations, and Development, the Lead translates client requirements into accurate configurations and ensures milestones are completed within established timelines and scope. The position combines project management, employee benefits knowledge, technical aptitude, and client relationship skills. The Lead owns implementation deliverables, manages risks and escalations, coordinates cross-functional resources, and identifies ways to improve deployment processes, operational efficiency, and the client experience. The role also supports renewals and reconfiguration projects, system configuration and administration, integration coordination, documentation, quality assurance, and process improvement. This is a full-time, exempt position. General business hours are Monday through Friday, 8:00 a.m. to 5:00 p.m. Central Time, with flexibility as needed to support clients and teams across the continental United States. Work may be performed onsite at Benefit Harbor or remotely from an approved home office, depending on business requirements. Travel may be required for client meetings, implementation activities, or other business needs. Peak workload periods include open enrollment, renewals, and critical deployment activities. Applicants must be authorized to work in the United States without current or future sponsorship.

Requirements

Bachelor’s degree in business administration, Healthcare Administration, Information Systems, or a related field; equivalent relevant professional experience may be considered.
At least five years of experience managing complex projects, client implementations, or service delivery initiatives in employee benefits, health and welfare, benefits administration technology, or a related industry.
Demonstrated experience coordinating multiple stakeholders, managing implementation timelines, and delivering projects against defined requirements.
Strong working knowledge of employee health and welfare benefits, including plan designs, eligibility, enrollment, and related administrative processes.
Proficiency in Microsoft Office, particularly Excel, including VLOOKUP and basic spreadsheet functions.
Experience with project management and tracking tools such as Smartsheet.
Strong analytical and problem-solving skills, including interpreting requirements, assessing data, identifying discrepancies, and coordinating solutions.
Ability to understand system configurations, integration workflows, file layouts, and basic EDI concepts.
Ability to translate business and benefits requirements into clear technical and operational specifications.
Strong documentation skills and ability to maintain accurate implementation records.
Excellent written and verbal communication skills for technical and non-technical stakeholders.
Ability to lead client meetings, manage expectations, communicate project status, and present solutions clearly and in an organized manner.
Strong relationship-building, active listening, questioning, requirements clarification, and professional concern-resolution skills.
Strong follow-up and follow-through, urgency, and accountability for client commitments; ability to manage escalations professionally and with sound judgment.
Strong organization and time management skills, including managing multiple implementations, renewals, and competing deadlines.
Ability to coordinate cross-functional teams and drive deliverables to completion.
Proactive risk identification, obstacle resolution, and appropriate escalation skills.
Attention to detail and commitment to configuration accuracy, documentation quality, and implementation standards.
Self-motivated, dependable, and adaptable; able to work effectively in a fast-paced, deadline-driven environment.
Commitment to continuous improvement, operational excellence, and collaborative problem-solving.
Must be authorized to work in the United States without current or future sponsorship.

Nice To Haves

Experience in client-facing implementation, benefits administration, system configuration, or integration projects.
Familiarity with Workday Benefits, Workday Benefit Bridge, ERP platforms, or benefits technology integrations.

Responsibilities

Serve as the primary liaison among clients, integration partners, insurance carriers, and internal stakeholders during implementation, renewal, and ongoing administration.
Set communication channels and align stakeholders on priorities, requirements, responsibilities, deliverables, and timelines.
Lead client and carrier meetings; prepare agendas, document minutes, track action items, and communicate project progress and outstanding deliverables.
Build client relationships, provide responsive service, set expectations, and address concerns proactively.
Investigate client escalations from initial report through resolution, engage appropriate internal partners, and ensure follow-through.
Communicate risks, dependencies, delays, and proposed solutions to stakeholders promptly and professionally.
Lead end-to-end onboarding and implementation for new Workday Benefit Bridge clients, and manage applicable renewal and reconfiguration projects.
Develop and maintain implementation plans, schedules, milestones, deliverables, and action-item tracking.
Coordinate requirements gathering, plan documentation, configuration, integration readiness, testing, deployment, and go-live readiness.
Gather, validate, and document benefit plan requirements and system build specifications with clients and integration partners.
Manage multiple implementations and renewal projects simultaneously, monitor progress, identify risks and dependencies, and coordinate resources to meet schedules and quality standards.
Coordinate the transition from implementation to ongoing operations and participate in post-deployment reviews.
Confirm benefit plan designs, configuration requirements, and implementation specifications with clients and their integration partners.
Review business requirements and standard health and welfare plan designs; configure and maintain client-specific benefits in the Benefit Harbor platform, including Workday Benefit Bridge configurations.
Translate documented requirements into accurate system builds; document and implement approved client-specific exceptions, customizations, and configuration requirements.
Validate configurations against client requirements and case-building procedures, and maintain records of configuration decisions, system changes, requirements, and deliverables.
Partner with System Administration and Development to research configuration issues and resolve technical or functional defects.
Coordinate file mapping, field translations, data layouts, and integration requirements with EDI Analysts.
Coordinate end-to-end integration testing for data accuracy, file processing, eligibility scenarios, retroactive changes, and event-based enrollment updates.
Investigate file discrepancies, data transmission issues, and integration defects with EDI and technical teams; track readiness, testing, issues, and dependencies through resolution.
Communicate testing outcomes, required corrections, and readiness concerns, and support timely resolution of issues affecting milestones, data integrity, or go-live readiness.
Maintain standardized implementation and renewal documentation, including project plans, checklists, SOPs, client requirements, and configuration records.
Ensure deliverables align with agreed service scope and project expectations; provide daily Smartsheet reporting on implementation and renewal metrics, including time to go-live, file readiness, milestones, escalations, and action items.
Keep project status, risks, dependencies, and unresolved issues visible to stakeholders; participate in operational reviews and post-deployment assessments.
Recommend and support process improvements, automation, and functionality enhancements; maintain documentation for knowledge transfer and repeatable practices.
Ensure system builds and deliverables align with client requirements, approved plan specifications, and configuration standards; follow case-building and quality assurance procedures.
Complete required SOC 2-related documentation, maintain supporting records, support quality reviews and audits, and address gaps through corrective actions.
Escalate potential compliance, data integrity, or implementation risks and uphold confidentiality, accuracy, documentation integrity, and established processes.
Coordinate work across the Director of ERP Benefits and Deployment, EDI, Operations, Development, and other teams; establish task ownership, deadlines, dependencies, and deliverables.
Promote communication between technical and non-technical stakeholders, share implementation knowledge, demonstrate accountability, and perform additional duties or special projects as assigned.