Client Services & Activation Lead

Company Description Benefit Harbor is a leading provider of benefits administration technology and compliance solutions, trusted by employers across the United States for over 25 years. Using proprietary, purpose-built technology, the company simplifies complex benefits environments by streamlining enrollment, eligibility management, carrier data exchange, and regulatory compliance. Benefit Harbor primarily serves midsize to large enterprises, helping HR teams reduce administrative workload and ensure ACA compliance. With strong integrations to insurance carriers and a focus on modernizing benefits operations, the company enhances the experience for both administrators and employees. Team members collaborate in a technology-driven, client-focused environment that values accuracy, reliability, and service excellence.

Job Title: Client Services & Activation Lead

Summary/Objective

The Client Services & Activation Lead (CS&AL) is directly responsible for managing onboarding process of new and renewal Workday Benefit Bridge clients.  The CS&AL is responsible for implementation; system build out and ongoing administration for the Workday Benefit Bridge clients. This includes initial plan documentation, project management, build in Sys Admin and day-to-day operations.  The CS&AL will work closely with the Director, ERP Benefits and Deployment, the EDI teams and management to research and resolve issues and escalations.

Essential Duties and Responsibilities include, but are not limited to:

The Client Services & Deployment Lead will:

Client Relationship & Experience Management

• Serve as a liaison between clients and internal stakeholders to communicate priorities, expectations, and timelines.
• Lead client and carrier calls, complete and follow agenda items and provide meeting minutes and updates on outstanding items.
• Analyze escalations; research and trouble shoot from initial contact, sourcing internal partners as needed and maintaining ownership throughout to resolution.

• Build and maintain strong client relationships to ensure satisfaction and long-term partnership success.

System Configuration & Administration (Platform Ownership)

• Work directly with the Client’s Integration Partner and the Client to confirm benefit plan details and system build.

• Review and understand business and plan design build requirements on standard benefit portfolios
• Configure and maintain client-specific benefits within the BHAI platform.
• Document and implement client-specific exceptions or customizations within the benefits platform.

Integration & EDI Coordination

• Collaborate with EDIA to support file mapping, field translations, and layout alignment during Workday integration.
• Oversee end-to-end EDI testing, including validation of eligibility scenarios, retroactivity, and event-based changes.

Reporting, Documentation, and Process Ownership

• Maintain standardized documentation for implementation and renewal processes, including checklists, SOPs, and client-specific configurations, to meet all deliverables presented in the scope of service.

• Provide daily reporting on key implementation and renewal metrics in Smartsheet (e.g., time to go-live, file readiness status, open escalations).

• Participate in post-deployment reviews to gather client feedback and apply lessons learned to future deployments.

• Continuously look for process improvements for clients and the organization such as automation and functionality enhancements.

Compliance

• Ensure that system builds are compliant with client-specific Requirements Document and maintain the documentation ongoing.

• Adhere to case building processes and complete SOCII documentation requirements 

Other Duties

Please note this job description is not designed to cover or contain a comprehensive list of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

Required Qualifications

General Knowledge, Experience, Technical, and Problem-Solving Skills

• Strong knowledge of Microsoft Office
• Must be proficient in Excel (VLOOKUP, Basic Functionality)
• Must have health and welfare knowledge
• Strong analytical skill set and ability to use data to define and resolve issues

Communication Proficiency:

• Strong Written and Verbal Communication Skills with the ability to communicate with both technical and non-technical personnel; ability to listen, clarify and respond well to questions
• Excellent listening skills and the ability to ask probing questions, understand concerns and overcome objections

Client and Partner Focus

• Demonstrated ability to provide superior Customer Service
• Present solutions in a well-organized and clear fashion
• Must possess strong follow-up and follow through skills with a sense of urgency and attention

Leadership

• Experience in working collaboratively and building teams
• Strong work ethic and self-starter, able to effectively manage multiple clients and adapt to change within a fast-paced high intensity business setting
• Must possess integrity, reliability, responsibility, strong organizational skills and high attention to detail.

Other Positional Details

Minimum Required Qualifications

• Bachelor’s degree or related experience in business, preferably in Service Management
• 5+ years demonstrated management experience with complex projects in the benefits industry (preferably Health & Welfare), or other related experience

Work Environment

• The work is typically performed in a normal office environment on site at Benefit Harbor or in a remote home office. Some travel and extended hours may be required.

Suggested Schedule

This is a full-time exempt position. General hours of operation are Monday through Friday between the hours of 8 am to 5 pm with some flexibility to support clients throughout the continental US.  Occasional evening or weekend hours may be required during peak peri