Client Success Specialist

AE Perkins•Dallas, TX

18d•$56,000 - $60,000

About The Position

The Client Success Specialist (CSS) is responsible for delivering outstanding, proactive client care, with a focus on the most critical stages of the client journey: onboarding and renewal. As the primary point of contact during these key touchpoints, the CSS ensures a seamless and positive experience for new and existing clients, fostering long-term relationships and driving client retention. This role involves collaborating with internal teams, adhering to structured onboarding and renewal processes, and providing white-glove service to clients.

Requirements

Product Knowledge: A clear understanding of the products Ameriflex offers and how they work
Service Orientation: Deep commitment to providing proactive and personalized client service, with the ability to anticipate client needs and exceed expectations during critical touchpoints
Problem-Solving and Initiative: Strong ability to resolve issues efficiently and independently, with a proactive approach to client care
Communication and Interpersonal Skills: 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
Organizational Skills and Attention to Detail: Highly organized, with the ability to manage multiple tasks and maintain comprehensive client records for onboarding and renewal processes
Adaptability and Stress Management: Ability to remain composed and efficient in a fast-paced, high-pressure environment, particularly during peak onboarding and renewal periods
Technical Proficiency: Skilled in navigating multiple web-based programs, with the ability to quickly learn and adapt to new tools and systems
Goal Orientation and Initiative: Highly motivated, with a strong focus on achieving individual and team goals, particularly related to client satisfaction and retention
Compliance Awareness: In-depth understanding of HIPAA regulations and best practices for handling sensitive information during the onboarding and renewal stages
Process Improvement Mindset: Experience identifying areas for improvement and implementing process changes to streamline onboarding and renewal workflows
Education: Bachelor’s Degree from an accredited institution required.
Experience: 3+ years of account management experience preferred, with a demonstrated focus on onboarding, renewal, or customer success roles
Technical Skills: Intermediate to advanced skills in Microsoft Excel and other data management tools are preferred
Travel Requirements: Ability to travel as needed, ideally once per year, to support client relationship initiatives and onboarding events

Nice To Haves

Experience in Benefits Administration or a related field is preferred

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
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
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
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
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
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
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
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
Compliance and Confidentiality: Handle sensitive client information with discretion, ensuring compliance with HIPAA and other relevant regulations throughout the onboarding and renewal process
Process Improvement and Efficiency: Identify areas for process improvement within the onboarding and renewal workflows, recommending changes to enhance service delivery and client satisfaction
Additional Duties: Perform other duties as required to support business needs, as assigned by the Client Experience Manager

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!