Sr Service Delivery Manager

Overview

We are  CONNECTING HEALTH AND WEALTH.  Come be part of remarkable.

How You Can Make a Difference

The Sr Service Delivery Manager is the primary point of contact for assigned Luum client accounts. The Sr Service Delivery Manager oversees inquiries regarding the administration of HealthEquity’s products They are responsible for building trust and rapport with our valued clients. They support day-to-day operational functions and Client Strategy. Their goal is to help clients understand the products and services offered to members. Additionally, the Sr Service Delivery Manager will improve client loyalty through flawless execution. This role engages clients from onboarding through ongoing service management and renewal.

What You’ll Be Doing

• Identify opportunities to drive client adoption of our full product suite.
• Maintain appropriate communication with clients, including keeping them current on all updates related to their products.
• Perform operational reviews in order to gain efficiencies in service delivery.
• Coordinate and lead annual review meetings (onsite as needed).
• Maintain project plans to manage moderately complex projects.
• Stay current on product and industry knowledge and apply that knowledge proficiently to support client solutions. Also share that knowledge with internal stakeholders.
• Advocate client needs and requests with internal stakeholders.
• Own the process and outcomes for resolving client issues.
• Educate clients on the tools and resources available on HealthEquity’s systems.
• Monitor and manage file processing and account activities to ensure client satisfaction and SLA adherence.
• Analyze client utilization, trends, and service level metrics.
• Typically service largest clients.
• Focus on long term client strategy, growth and retention.
• Maintain client documentation to provide internal teams with client specific processes, procedures, and alerts.
• Understand the client’s benefits strategy and present clients with options for improving their strategy. Identify opportunities for increased member participation and coordinate efforts internally to support growth.
• Coordinate regular client status meetings and maintain action logs.
• Support new client through onboarding.

What You Will Need To Be Successful

• A strong customer service orientation is essential.
• Able to communicate, present and influence credibly and effectively at all levels of internal and external organizations. Tailor communications to the targeted audience.
• Able to operate independently with minimal supervision.
• Proven track record of success leading enterprise size clients through leadership and exceptional service.
• Strong work ethic and able to handle a workload of a highly complex clients.
• Adept at developing and maintain relationships.
• Knowledge of healthcare plans, banking, transportation and urban planning.
• Well organized and detail attentive in both quality and accuracy.
• Completion of a High School Diploma / Bachelor’s Degree.
• Demonstrate effective meeting management and presentation skills.
• 5+ years’ experience in benefits/financial services roles, transportation and urban planning. direct business to business service experience.

This is a remote position.

Salary Range

$69000.00 To $103500.00 / year

Benefits & Perks

The compensation range describes the typical minimum or maximum base pay range for this position. The actual compensation offer is determined based on job-related knowledge, education, skills, experience, and work location. This position will be eligible for performance-based incentives as part of the total compensation package, in addition to a full range of benefits including:

• Ongoing education & tuition assistance
• Personal and healthcare financial literacy programs
• Medical, dental, and vision
• Dependent care FSA match
• Paid parental leave
• Wellness program incentives
• Uncapped paid time off
• HSA contribution and match
• Gym and fitness reimbursement
• Adventure accounts
• 401(k) match

Come be your authentic self

Why work for HealthEquity

HealthEquity has a vision that by 2030 we will make HSAs as wide-spread and popular as retirement accounts. We are passionate about providing a solution that allows American families to connect health and wealth . Join us and discover a work experience where the person is valued more than the position. Click here to learn more.

Come be your authentic self

HealthEquity, Inc. is an equal opportunity employer that is committed to inclusion and diversity. We take affirmative action to ensure equal opportunity for all applicants without regard to race, age, color, religion, sex, sexual orientation, gender identity, national origin, status as a qualified individual with a disability, veteran status, or other legally protected characteristics. HealthEquity is a drug-free workplace. For more information about our EEO policy, or about HealthEquity’s applicant disability accommodation, drug-free-workplace, background check, and E-Verify policies, please visit our Careers page .

HealthEquity is committed to your privacy as an applicant for employment. For information on our privacy policies and practices, please visit HealthEquity Privacy .