bswift is currently seeking an experienced Client Relationship Manager (Carrier/Exchange) to join our Channel Partners Team.  Located in downtown Chicago, bswift offers software and services that streamline benefits, HR and payroll administration for employers and public and private exchanges nationwide. bswift’s state-of-the-art cloud-based technology and outsourcing solutions significantly reduce administrative costs and time-consuming paperwork, making life easier for administrators and millions of consumers who enroll in benefits with bswift.

The bswift Exchange platform offers states and private entities a flexible, robust, web-based solution specializing in shopping, enrollment and eligibility, billing, reporting and interfacing with carriers

Responsibilities:

The Client Relationship Manager (CRM) serves as primary point of contact to our Carrier/Exchange clients, internal team members and partners while ensuring the highest level of quality in our delivery of new client implementations on ongoing service. In addition, the CRM coordinates with clients to ensure goals or objectives are accomplished on time. Responsibilities include, but are not limited to:

Project /Team Management

• Organize, lead and manage client implementations through requirements, design, site build, carrier file integration, testing and client sign-off, using required templates/documents
• Identify and proactively manage critical success factors, contingencies, and potential roadblocks within developed timelines with all applicable parties
• Lead/facilitate meetings with clients, carriers and internal team members
• Provide organized, clear and consistent communication
• Coach and develop account managers, analysts, project specialists
• Participate in and/or lead client demos and/or client training sessions
• Assist site builds when necessary

Client Relationship Management

• Provide professional and clear communication, internally and externally, regarding dependencies and downstream impact
• Consistently evaluate client needs and drive initiatives to support growth and efficiencies and to provide clients with bswift best practices and tools for ongoing success
• Maintain regular meeting schedules with clients and drive quarterly/stewardship meetings to track, discuss and ensure client short- and long-term initiatives are being addressed
• Plan for and advise of scheduled system releases, required testing and potential client impacts
• Promote new product and service offerings; amending contracts/pricing when applicable
• Foster and engage in strategic relationships with senior-level client contacts
• Manage client expectations aggressively, anticipating possible roadblocks by communicating turn-around times with conservative delivery dates
• Show nimbleness and flexibility in responding to shifting priorities and timelines
• Ensure internal departments provide post implementation support where appropriate
• Serve as internal point of escalation
• Track, monitor and expedite the resolution of issues timely and to completion
• Proactively identify ways to improve client satisfaction

Overall

• Consistently reflect bswift core values of higher standards, greater accountability, and more fun to clients, co-workers and partners
• Develop and manage client deliverables and ensure utmost quality
• Participate in, and build client participation in, bswift Summit panels and discussions
• Promote bswift Community discussions
• Be aware of and well-versed in industry discussions and proactively bring industry best practices for consideration beneficial
• Assist in training, sales and marketing activities as needed
• Identify and help execute on process and procedural improvements
• Participate in and/or lead continuing education training sessions
• Provide client needs/feedback to bswift development and product management teams for future product enhancements
• Participate in and, at times, own research and testing of system issues/enhancements in all bswift system environments
• Other duties as assigned

                     (NOTE: NIGHT AND WEEKEND WORK MAY BE NECESSARY)

Qualifications:

Required:

• Minimum of a Bachelor's degree (B. A. or B. S.) from a four-year college or university; or equivalent combination of education and experience
• Must possess 5+ years of healthcare Carrier work experience
• Must possess 5+  years of client-facing project management, account management/client services experience
• Must possess a minimum of 1 year of sales/upsell experience
• Excellent written/verbal communication skills, including the ability to communicate with both technical and non-technical personnel; ability to listen, clarify and respond clearly and effectively to questions
• Ability to operate and make timely decisions in a sometimes ambiguous and always fast-paced atmosphere
• Must be able to quickly sort through complex subject material ; high aptitude for problem solving
• Strong analytical skill-set and technical ability
• High level of productivity, responsibility, attendance, dependability, organization and accuracy/thoroughness
• Ability to take initiative, meeting challenges with resourcefulness and new/innovative approaches while maintaining a high level of quality
• Must possess a passion for teamwork, client service and fun

Desired:

• Current or previous healthcare exchange/marketplace experience
• Experience with Software As Service (SAS) and/or Software Development Life Cycle (SDLC) preferred