Client Services & Deployment Lead

Benefit Harbor LP•Plano, TX

8d•$65,000 - $75,000•Hybrid

About The Position

The Client Services & Deployment Lead (CS&DL) is directly responsible for managing the onboarding process of new and renewal Workday Benefit Bridge clients. The CS&DL is responsible for implementation, system build-out, and ongoing administration for the Workday Benefit Bridge clients. This includes initial plan documentation, project management, build in Sys Admin, and day-to-day operations. The CS&DL will work closely with the Director, ERP Benefits and Deployment, the EDI teams, and management to research and resolve issues and escalations.

Requirements

Strong knowledge of Microsoft Office
Must be proficient in Excel (VLOOKUP, Basic Functionality)
Must have health and welfare knowledge
Strong analytical skill set and ability to use data to define and resolve issues
Strong Written and Verbal Communication Skills with the ability to communicate with both technical and non-technical personnel; ability to listen, clarify and respond well to questions
Excellent listening skills and the ability to ask probing questions, understand concerns and overcome objections
Demonstrated ability to provide superior Customer Service
Present solutions in a well-organized and clear fashion
Must possess strong follow-up and follow through skills with a sense of urgency and attention
Experience in working collaboratively and building teams
Strong work ethic and self-starter, able to effectively manage multiple clients and adapt to change within a fast-paced high intensity business setting
Must possess integrity, reliability, responsibility, strong organizational skills and high attention to detail.
Bachelor’s degree or related experience in business, preferably in Service Management
5+ years demonstrated management experience with complex projects in the benefits industry (preferably Health & Welfare), or other related experience

Responsibilities

Serve as a liaison between clients and internal stakeholders to communicate priorities, expectations, and timelines.
Lead client and carrier calls, complete and follow agenda items, and provide meeting minutes and updates on outstanding items.
Analyze escalations; research and troubleshoot from initial contact, sourcing internal partners as needed, and maintaining ownership throughout to resolution.
Build and maintain strong client relationships to ensure satisfaction and long-term partnership success.
Work directly with the Client’s Integration Partner and the Client to confirm benefit plan details and system build.
Review and understand business and plan design build requirements on standard benefit portfolios.
Configure and maintain client-specific benefits within the BHAI platform.
Document and implement client-specific exceptions or customizations within the benefits platform.
Collaborate with EDIA to support file mapping, field translations, and layout alignment during Workday integration.
Oversee end-to-end EDI testing, including validation of eligibility scenarios, retroactivity, and event-based changes.
Maintain standardized documentation for implementation and renewal processes, including checklists, SOPs, and client-specific configurations, to meet all deliverables presented in the scope of service.
Provide daily reporting on key implementation and renewal metrics in Smartsheet (e.g., time to go-live, file readiness status, open escalations).
Participate in post-deployment reviews to gather client feedback and apply lessons learned to future deployments.
Continuously look for process improvements for clients and the organization such as automation and functionality enhancements.
Ensure that system builds are compliant with client-specific Requirements Document and maintain the documentation ongoing.
Adhere to case building processes and complete SOCII documentation requirements.