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.
Position Summary
The Client Services & Activation Lead (CS&AL) is responsible for leading the onboarding, implementation, activation, and ongoing administration of new and renewing Workday Benefit Bridge clients. This role manages implementation activities from initial discovery and benefits plan documentation through platform configuration, integration testing, deployment, and post-launch support.
Working closely with clients, their integration partners, the Director of ERP Benefits and Deployment, EDI Analysts, Operations, and Development, the Client Services & Activation Lead ensures that client requirements are accurately translated into system configurations and that implementation milestones are completed within established timelines and scope.
The ideal candidate combines strong project management capabilities, employee benefits knowledge, technical aptitude, and exceptional client relationship skills. This individual takes ownership of implementation deliverables, proactively manages risks and escalations, coordinates cross-functional resources, and identifies opportunities to improve deployment processes, operational efficiency, and the overall client experience.
Essential Duties and Responsibilities
Client Relationship and Experience Management
- Serve as a primary liaison between clients, their integration partners, insurance carriers, and internal stakeholders throughout implementation, renewal, and ongoing administration.
- Establish clear communication channels and align stakeholders on project priorities, requirements, responsibilities, deliverables, and timelines.
- Lead client and carrier meetings, prepare agendas, document meeting minutes, track action items, communicate progress and outstanding deliverables.
- Build and maintain strong client relationships by providing responsive service, setting clear expectations, and proactively addressing concerns.
- Analyze client escalations, investigate issues from initial report through resolution, engage appropriate internal partners, and maintain accountability for follow-through.
- Communicate project risks, dependencies, delays, and proposed solutions to relevant stakeholders in a timely and professional manner.
- Support a positive client experience throughout onboarding, implementation, renewal, and post-deployment activities.
Implementation and Project Management
- Lead end-to-end onboarding and implementation activities for new Workday Benefit Bridge clients and manage applicable renewal and reconfiguration projects.
- Develop and maintain implementation plans, project schedules, milestones, deliverables, and action-item tracking to support successful client activation.
- Coordinate requirements gathering, initial benefits plan documentation, system configuration, integration readiness, testing, and deployment activities.
- Partner with clients and their integration partners to gather, validate, and document benefit plan requirements and system build specifications.
- Monitor project progress, identify risks and dependencies, and proactively coordinate resources to keep implementations on schedule.
- Manage multiple client implementations and renewal projects simultaneously while balancing competing priorities and maintaining quality standards.
- Coordinate go-live readiness activities and support the transition from implementation to ongoing operations.
- Participate in post-deployment reviews to evaluate outcomes, gather client feedback, and incorporate lessons learned into future implementations.
Benefits Platform Configuration and Administration
- Work directly with clients and their integration partners to confirm benefit plan designs, configuration requirements, and implementation specifications.
- Review and interpret business requirements and standard health and welfare benefit plan designs to support accurate system configuration.
- Configure, build, and maintain client-specific benefits within the Benefit Harbor platform, including Workday Benefit Bridge-related configurations.
- Translate documented business and plan requirements into accurate system builds and platform configurations.
- Identify, document, and implement client-specific exceptions, customizations, and configuration requirements in accordance with approved specifications.
- Validate system configurations against client requirements documentation and established case-building procedures.
- Maintain accurate records of configuration decisions, system changes, client-specific requirements, and implementation deliverables.
- Partner with System Administration and Development teams to research configuration issues and support resolution of technical or functional defects.
EDI and Integration Coordination
- Collaborate with EDI Analysts to coordinate file mapping, field translations, data layouts, and integration requirements for Workday-connected clients.
- Coordinate end-to-end integration testing to validate data accuracy, file processing, eligibility scenarios, retroactive changes, and event-based enrollment updates.
- Partner with EDI and technical teams to investigate file-related discrepancies, data transmission issues, and integration defects.
- Track integration readiness, testing progress, identified issues, and outstanding dependencies through resolution.
- Confirm that integration results align with documented client requirements and established implementation standards.
- Communicate testing outcomes, required corrections, and readiness concerns to clients and internal stakeholders.
- Support timely resolution of integration issues that could affect implementation milestones, data integrity, or go-live readiness.
Reporting, Documentation, and Process Improvement
- Maintain standardized implementation and renewal documentation, including project plans, checklists, standard operating procedures (SOPs), client requirements, and configuration records.
- Ensure implementation activities and deliverables align with the agreed scope of services and established project expectations.
- Provide daily reporting on key implementation and renewal metrics using Smartsheet, including time to go-live, file readiness, project milestones, open escalations, and outstanding action items.
- Maintain accurate project status updates and ensure risks, dependencies, and unresolved issues are visible to appropriate stakeholders.
- Participate in operational reviews and post-deployment assessments to identify process gaps, recurring challenges, and opportunities for improvement.
- Recommend and support process enhancements, automation, and functionality improvements that increase efficiency, improve consistency, and strengthen the client experience.
- Develop and maintain clear documentation to support knowledge transfer, operational continuity, and repeatable implementation practices.
Compliance and Quality Assurance
- Ensure system builds and implementation deliverables align with client-specific requirements documentation, approved plan specifications, and established configuration standards.
- Follow established case-building procedures and quality assurance practices to promote accurate, consistent, and reliable system configurations.
- Complete required SOC 2-related documentation and maintain supporting implementation records in accordance with company policies and established controls.
- Support quality reviews, documentation audits, and corrective actions to address identified gaps or discrepancies.
- Escalate potential compliance, data integrity, or implementation risks to the appropriate leadership and internal stakeholders.
- Maintain a strong commitment to confidentiality, accuracy, documentation integrity, and adherence to established processes.
Cross-Functional Leadership and Collaboration
- Work closely with the Director of ERP Benefits and Deployment, EDI, Operations, Development, and other internal teams to coordinate implementation activities and resolve issues.
- Establish clear ownership of tasks, deadlines, dependencies, and deliverables across participating teams.
- Promote effective communication and collaboration between technical and non-technical stakeholders.
- Provide guidance and share implementation knowledge to support consistent practices and continuous team development.
- Demonstrate accountability for assigned projects, client commitments, and implementation outcomes.
- Perform additional duties and participate in special projects as assigned.
Required Qualifications
Education and Experience
- Bachelor’s degree in business administration, Healthcare Administration, Information Systems, or a related field; equivalent relevant professional experience may be considered.
- At least five years of experience managing complex projects, client implementations, or service delivery initiatives within employee benefits, health and welfare, benefits administration technology, or related industry.
- Demonstrated experience coordinating multiple stakeholders, managing implementation timelines, and delivering projects against defined requirements.
- Experience in client-facing implementation, benefits administration, system configuration, or integration projects is strongly preferred.
- Familiarity with Workday Benefits, Workday Benefit Bridge, ERP platforms, or benefits technology integrations is preferred.
Technical and Analytical Skills
- Strong working knowledge of employee health and welfare benefits, including benefit plan designs, eligibility, enrollment, and related administrative processes.
- Proficiency in Microsoft Office applications, particularly Excel, including VLOOKUP and basic spreadsheet functions.
- Experience using project management and tracking tools, such as Smartsheet, to manage milestones, action items, and implementation status.
- Strong analytical and problem-solving skills, with the ability to interpret business requirements, assess data, identify discrepancies, and coordinate effective solutions.
- Ability to understand system configurations, integration workflows, file layouts, and basic EDI concepts.
- Ability to translate business and benefits requirements into clear technical and operational specifications.
- Strong documentation skills and the ability to maintain accurate implementation records.
Client Management and Communication
- Excellent written and verbal communication skills, with the ability to communicate effectively with technical and non-technical stakeholders.
- Demonstrated ability to lead client meetings, manage expectations, communicate project status, and present solutions in a clear, organized manner.
- Strong relationship-building skills and a commitment to delivering high-quality client experience.
- Ability to listen actively, ask probing questions, clarify requirements, and address concerns professionally.
- Strong follow-up and follow-through skills, with a sense of urgency and accountability for client commitments.
- Ability to manage escalations with professionalism, sound judgment, and a solution-oriented approach.
Project Management and Leadership Competencies
- Strong organizational and time management skills, with the ability to manage multiple implementations, renewals, and competing deadlines.
- Demonstrated ability to coordinate cross-functional teams and drive deliverables through completion.
- Proactive approach to identifying project risks, resolving obstacles, and escalating issues when appropriate.
- Strong attention to detail and commitment to configuration accuracy, documentation quality, and implementation standards.
- Self-motivated, dependable, and adaptable, with the ability to perform effectively in a fast-paced, deadline-driven environment.
- Commitment to continuous improvement, operational excellence, and collaborative problem-solving.
Work Environment and Schedule
- This is a full-time, exempt position.
- General business hours are Monday through Friday, 8:00 a.m. to 5:00 p.m. Central Time, with flexibility as needed to support clients and teams across the continental United States.
- Work may be performed onsite at Benefit Harbor or remotely from an approved home office, depending on business requirements.
- Travel may be required for client meetings, implementation activities, or other business needs.
- High peak implementation periods are during open enrollment, renewals, or critical deployment activities.
Equal Employment Opportunity
Benefit Harbor is committed to providing equal employment opportunities and maintaining a workplace that values professionalism, collaboration, and respect. Employment decisions are made in accordance with applicable federal, state, and local laws.
Additional Information
This job description is intended to describe the general nature and level of work performed in this position. It is not intended to be an exhaustive list of all duties, responsibilities, or qualifications. Duties, responsibilities, and assignments may change at any time based on business needs.
Must be authorized to work in the United States without current or future sponsorship.