Service Delivery Manager

Alegeus is the market leader in consumer directed healthcare (CDH) solutions, offering the industry’s most comprehensive platform for the administration of healthcare benefit accounts (including FSAs, HSAs, HRAs), the industry’s most widely-used benefit debit card, and powerful engagement solutions to help consumers maximize savings and optimize spending for their healthcare.  More than 500 clients – including health insurance plans, third party administrators, benefit brokers and financial institutions – leverage the Alegeus CDH platform to administer healthcare benefit accounts on behalf of their employer group customers. 

The Service Delivery Manager is responsible for ensuring client success with our service offering including project management, system consultation, business process analysis, and operational account management of all of the Company’s clients assigned to him/her. The position will also be responsible for assisting the sales team in converting prospects to customers by providing software product demonstrations and expertise. As well as assisting the sales team in identifying and implementing cross-selling and up-selling opportunities to existing customers assigned to him/her.  The position is responsible for assuring compliance of both Company and its customers with the Partner Agreement and the Service Level Agreement and to internal and industry-required risk and compliance items. 

MAJOR RESPONSIBILITIES:

Customer Operational Account Management:

• The Service Delivery Manager (SDM) will focus on establishing and maintaining positive client relationships from an operational and strategic perspective. The incumbent will utilize client relationship management skills to maintain and renew exiting contracts, as well as to obtain additional revenue within the assigned account workload.

• Take ownership of customer’s operational needs and steward throughout organization as required.
  • Identifying and recommending resolutions to all Customers’ issues preventing the Customer from placing 100% of Customer’s business on Company’s products and Services.
  • On-going support for advanced or escalated questions/issues/problems.
  • Continuously seek opportunities to increase customer satisfaction and deepen client relationships, revenue, profitability and loyalty.
• Act as a product expert and assist clients in achieving maximum ROI through consultation, training and analysis for all of the Company’s customers assigned to him/her including but not limited to:
  • Being a Subject Matter Expert on assigned products and services.
  • Post-training assessment review and recommendations.
  • Communication of all system enhancements.
    • Prepare clients for upcoming releases and ensure they are current on available functionality and how it can meet their needs.
  • Adherence to Internal and Industry Risk and Compliance rules and responsibilities.
  • Responsible for assuring the Company’s compliance with its obligations under the Partner Agreement and the Service Level Agreement as it relates to his/her customers.
  • Maintain understanding of market and industry dynamics, including applicable regulations.

Project Management:

• The Service Delivery Manager is accountable for the overall new client project implementation, a change agent, who is passionate, has high energy, and is results oriented with a creative and analytical mind.

• The SDM possesses strong negotiation skills in order to prioritize the client requests with the assigned technical staff, and escalating the need for additional resources whenever required.
• Develop and document high-level strategies for accomplishing specific project objectives.
• Support project team members, manage change and conflict, and develop resource planning estimates to manage project workload and productivity.
• Ensure success of projects while maintaining customer service focus.

• Build client relationships, discuss delivery of services, improve communications and set expectations by coordinating contract deliverables, and meeting and exceeding expectations by anticipating client’s needs with a proactive approach.
  • Review of the Customer’s Business Process Flow.
  • Recommend changes to Business Process Flow as appropriate to maximize the efficiency of the Bensoft application and functionality.
  • Develop project implementation plans and timelines for multiple complex orders in conjunction with the Sales team and the customer.

Assisting Sales Team:

The Service Delivery Manager must be a leader dedicated to above standard results and effective management of all cross-functional teams and the client. Ongoing effort is required to continually meet and exceed the client’s expectations. The position requires a keen sense of organization to create, maintain and file written documents with the appropriate level of detail required to provide the information that is expected of the audience to which the communication is intended.

• Responsible for assisting the sales team in converting prospects to customers including, but not limited to:
  • Products and service demonstrations.
  • Answering specific question from prospects regarding the products or services under their consideration.
  • Review and recommendation of prospects’ system integration needs.
• Identifying up-selling/cross-selling opportunities within an existing customer and working with the sales team to realize those identified.

EDUCATION/EXPERIENCE:
 

• Bachelor’s degree or equivalent education and/or work experience preferred.

SKILLS/KNOWLEDGE:
 

• Detail-oriented, self-directed, technically savvy and highly organized.
• Advanced Project Management skills that demonstrate understanding the concepts and principles of project management tools and processes, with the ability to manage critical situations.
• Creative problem solving skills, proactive with a consultative approach.
• 3-5 - years’ experience in a Business Analyst or Implementation Management role.
• 3-5 years’ experience in supporting or managing clients. Preferably clients utilizing business software, particularly in a web-based, SaaS environment.
• Demonstrated ability to thrive in a fast-paced environment while maintaining a calm demeanor under pressure or when unexpected issues arise.
• Strong understanding of Alegeus’ products and services.
• Experience in managing clients through a software release cycle would be a plus.
• Proficient in MS Office programs, including: Outlook, Word, Excel, and Project.
• Excellent oral and written communication skills.
• Extraverted personality, conceptual technology depth and a strong desire to have a direct impact with our Customers.
• Other duties as assigned