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CVS Health Client Services, Senior Director in Chicago, Illinois

Job Description

We are hiring, bswift a CVS Health Company is looking for a Senior Director for Client Services. We are looking for experience with Human Resources and Benefits Administration outsourcing industry. You will have benefits experience and market respect. You are an executive sponsor for large Aetna and CVS enterprise accounts that impact bswift's success and the retention of CVS Health and Aetna key accounts. You will have senior leadership for 360+ colleagues, you will report to the Chief Operating Officer who reports to the Chief Executive Officer.You are market facing and represent bswift to clients, prospects, brokers, and third-party evaluators. This role is bswift's primary customer success role and responsible for all 300+ bswift clients that account for $178m of annual revenue. You will set and accomplish the strategy for the bswift client services and account management organization, while ensuring client expectations are met with each relationship. You manage the quality and profit for bswift's entire book of business. This includes client relationship success, maintaining a 95%+ retention rate of all clients, managing the renewal process for all clients (approximately $25m - $30m of renewals per year), improving the profitability of all clients, and all cross-sell programs and non-recurring revenue targets.You are also responsible for developing all cost and staffing estimates for the 200+ large market deals that are pursued each year to ensure profitable sales. You will work with the sales teams to make sure all sales pursuits are supported by operations and client relationship roles.Responsibilities• Set the strategy and drive long-term execution of bswift's Client Services strategic, financial, and operational plans to ensure growth. This includes developing our client relationships and account strategy for the bswift book of business.• Lead the strategy for serving all existing and new clients as the business continues to grow. Manage the staffing, expense management and pricing of client operations. Ultimate escalation point for all client service issues.• Oversee implementation, planning, and execution to ensure customer satisfaction and member satisfaction for client book. Meet with clients for strategic support of client operations and to ensure client satisfaction.• Be someone in sales meetings with prospective clients and C-level executives to represent bswift capabilities, with the objective of acquiring new clients.• Develop and lead all internal sales and cross-sell activity to drive new streams of sales and revenue.• Set talent strategy and development planning to ensure team skills meet our needs. Create a diverse and inclusive culture where we all feel welcomed, valued, and empowered to achieve our full potential.

Required Qualifications

• 15+ years of leadership experience in benefit administration, client relationship or account strategy• Negotiate partnership agreements favorable to bswift and drive positive revenue growth by securing referrals from carrier partners • Work with internal partners to deliver on obligations and maintain good relations internally across matrixed organization.• Hold team members and partners accountable to terms of our agreements and maintain good relations externally• Leadership - Anticipating and innovating; collaborating for results; creating a world class diverse workforce. Experience leading teams to successfully execute multiple deliverables under strict time constraints while providing strategic guidance, direction, and coaching• General Business - Applying reason; consult for solutions; maximize work practices

COVID Requirements

COVID-19 Vaccination Requirement

CVS Health requires its Colleagues in certain positions to be fully vaccinated against COVID-19 (including any booster shots if required), where allowable under the law, unless they are approved for a reasonable accommodation based on disability, medical condition, pregnancy, or religious belief that prevents them from being vaccinated.

  • If you are vaccinated, you are required to have received at least one COVID-19 shot prior to your first day of employment and to provide proof of your vaccination status within the first 10 days of your employment. For the two COVID-19 shot regimen, you will be required to provide proof of your second COVID-19 shot within the first 45 days of your employment. Failure to provide timely proof of your COVID-19 vaccination status will result in the termination of your employment with CVS Health.

  • If you are unable to be fully vaccinated due to disability, medical condition, pregnancy, or religious belief, you will be required to apply for a reasonable accommodation within the first 10 days of your employment in order to remain employed with CVS Health. As a part of this process, you will be required to provide information or documentation about the reason you cannot be vaccinated. If your request for an accommodation is not approved, then your employment may be terminated.

Preferred Qualifications

Advanced Degree


Bachelor's Degree required

Business Overview

At Aetna, a CVS Health company, we are joined in a common purpose: helping people on their path to better health. We are working to transform health care through innovations that make quality care more accessible, easier to use, less expensive and patient-focused. Working together and organizing around the individual, we are pioneering a new approach to total health that puts people at the heart.

We are committed to maintaining a diverse and inclusive workplace. CVS Health is an equal opportunity and affirmative action employer. We do not discriminate in recruiting, hiring or promotion based on race, ethnicity, gender, gender identity, age, disability or protected veteran status. We proudly support and encourage people with military experience (active, veterans, reservists and National Guard) as well as military spouses to apply for CVS Health job opportunities.