Client Engagement Specialist
Clark, NJ Implementation & Renewal
Job Type
Full-time
Description

 At Clarity, our mission is to deliver quality services by embracing Technology, Innovation and Sincerity and  adopting a Simply Smarter approach for service delivery. With direction and moderate latitude for independent  judgement and discretion, the Client Engagement Specialist position in Implementation & Renewal oversees  all aspects of consumer benefit implementation, renewal and terminations. Projects will span all consumer  benefit services (health care and COBRA). The Client Engagement Specialist works collaboratively with  internal and external customers to deliver quality services within the specified timeline and scope defined.  


REPORTING STRUCTURE & WORK SETTING 

This position typically resides at Company headquarters and reports to a team lead who oversees the  Specialist members. The nature of the work entails that candidates collaborate and work closely with other  team members and includes cross-functional departments as well as clients. At times, candidates may also  receive direction from more senior management staff. 


PRIMARY JOB RESPONSIBILITIES 

Note: The essential duties and primary accountabilities below are intended to describe the general content of  and requirements of this position and are not intended to be an exhaustive statement of duties. Candidates  may perform all or most of the primary accountabilities listed below. Specific tasks, responsibilities or  competencies may be documented in the candidate’s performance objectives as outlined by the candidate’s  immediate supervisor. 


1. Cultivate the client relationship during the implementation or renewal phase by setting and managing  expectations. 

2. Consult with clients to manage expectations and ensure products/services meet client needs. 

3. Serve as a central point of contact during the implementation or renewal phase and consistently relay  project progress to management and key stakeholders.  

4. Demonstrate the ability to execute the Clarity mission leveraging Technology and Innovation to deliver  quality service to our clients. Challenge the status quo, thinking Simply Smarter by approaching new  implementations, renewal, processes and services as efficiently as possible. 

5. Using Clarity technology platforms, research and analyze data to proactively identify potential areas of risk  or opportunity for improvement to enhance the overall client experience, with a focus on enhancing service  during implementation and renewal.  

6. Communicate thoroughly, effectively and professionally with the client, specifically focusing on client  responsiveness. 

7. Maintain projects in the project management system to ensure timely execution of tasks related to  implementations and/or renewals.  

8. Consult with the client to deliver communication strategy and coordinate delivery of materials, when  needed. 

9. Coordinate the relay of information related to plan set up with the analyst support team ensuring proper  documentation related to plan design for configuration.  

10.Conduct presentations, webinars and conference calls during the implementation and/or renewal phase  (where applicable).  

11.Work closely with internal departments (Sales, Client Relationship Management, Call Center, and Finance)  to ensure client-specific requirements are understood and executed post release to Service. 

12.Proactively identify areas of risk in project execution to management and escalate as appropriate. 

13.Successfully manage multiple projects, tasks and responsibilities simultaneously.  

14.Develop and maintain product, process and platform knowledge. Attend and conduct internal and external  training sessions. 

Requirements

 ESSENTIAL KNOWLEDGE, SKILLS & ABILITIES 

Education: 

Knowledge of business and technology or a closely related field as normally obtained through the completion  of an associate’s or bachelor’s degree in a business or technology related major or equivalent demonstrated  work experience.  

Work or Related Experience: 

The ability and skill to coordinate, plan, document and manage multiple client projects of moderate complexity  as normally obtained through a minimum of 2 years’ experience in project management with specific  experience in a client facing role. 

Specialized Knowledge, Skills & Abilities: 

• Knowledge of the benefits industry, specifically pre-tax benefits and payroll is preferred. 

• Strong communication skills, written and verbal, professionalism and ability to work in a team environment  and with all levels within the organization. Ability to mostly work independently with moderate supervision.  Demonstrate a positive attitude and demonstration of flexibility in meeting client needs.  

• Attention to detail and the ability to analyze and problem solve is essential. Ability to manage multiple  tasks and responsibilities, and successfully work under time constraints. 

Applications: 

Proficiency with MS Office Suite (Word, Excel, PowerPoint, and Outlook) is required. A strong, hands-on  knowledge of Salesforce and Easy Projects is strongly preferred. 

TRAVEL REQUIREMENTS & CONDITIONS 

Indicate applicable: Minimal travel to attend training or company meetings may be required.