Sr Service Delivery Manager

Overview:

Our mission is to SAVE AND IMPROVE LIVES BY EMPOWERING HEALTHCARE CONSUMERS. Come be part of remarkable.

How you can make a difference

The Sr. Service Delivery Manager is the primary point of contact for enterprise Luum client accounts. Luum is a commute management platform that helps enterprise organizations manage end-to-end parking, automate commuter benefit administration, grow sustainable mobility options, and drive employee engagement.The Sr. Service Delivery Manager oversees inquiries regarding the administration of Luum by HealthEquity’s products. They are responsible for building trust and rapport with our valued clients. They support day-to-day operational functions and Client Strategy. Their success is measured on their ability to retain and grow business with any clients they directly manage. Additionally, the Sr. Service Delivery Manager will improve client satisfaction through flawless execution. This role engages clients from onboarding through ongoing service management and renewal.

Click the following link to learn more about Luum: Luum | Commute Management Platform

What you’ll be doing

• Support new clients through onboarding.
• Own the process and outcomes for resolving client issues.
• Advocate client needs and requests with internal stakeholders.
• Educate clients on the tools and resources available on Luum systems.
• Identify opportunities to drive client adoption of our full product suite.
• Understand the client’s commute program strategy and present clients with options for improving their strategy.
• Identify opportunities for increased employee engagement and coordinate efforts internally to support growth.
• Analyze client utilization, trends, and service level metrics.
• Maintain client documentation to provide internal teams with client specific processes, procedures, and alerts.
• Maintain appropriate communication with clients, including keeping them current on all updates related to their products.
• Stay current on product and industry knowledge and apply that knowledge proficiently to support client solutions. Also share that knowledge with internal stakeholders.
• Manage a portfolio of up to 15 mid-size accounts.
• Focus on long term client strategy, growth and retention.
• Coordinate and lead annual review meetings (onsite as needed).
• Perform operational reviews in order to gain efficiencies in service delivery.
• Coordinate regular client status meetings and maintain action logs.
• Maintain project plans to manage moderately complex projects.

What you will need to be successful

• 3+ years of experience in an account/relationship management role supporting enterprise clients
• Knowledge of commuter benefits and transportation demand management is preferred.
• Completion of a High School Diploma / Bachelor’s Degree.
• A strong customer service orientation is essential.
• Able to communicate, present and influence credibly and effectively at all levels of internal and external organizations. Tailor communications to the targeted audience.
• Well organized and detail attentive in both quality and accuracy.
• Strong work ethic and able to handle a workload of a highly complex clients.
• Demonstrate effective meeting management and presentation skills.
• Proven track record of success leading enterprise size clients through leadership and exceptional service.
• Adept at developing and maintain relationships.
• Able to operate independently with minimal supervision.

#LI-Remote

This is a remote position.

The compensation range describes the typical minimum or maximum base pay range for this position. The actual compensation offer is determined based on job-related knowledge, education, skills, experience, and work location. This position will be eligible for performance-based incentives as part of the total compensation package, in addition to a full range of benefits including:

• Medical, dental, and vision
• HSA contribution and match
• Dependent care FSA match
• Uncapped paid time off
• Adventure accounts
• Paid parental leave
• 401(k) match
• Personal and healthcare financial literacy programs
• Ongoing education & tuition assistance
• Gym and fitness reimbursement
• Wellness program incentives

Why work for HealthEquity 

HealthEquity has a vision that by 2030 we will make HSAs as wide-spread and popular as retirement accounts. We are passionate about providing a solution that allows American families to connect health and wealth. Join us and discover a work experience where the person is valued more than the position. Click here to learn more. 

Come be your authentic self

HealthEquity, Inc. is an equal opportunity employer that is committed to inclusion and diversity. We take affirmative action to ensure equal opportunity for all applicants without regard to race, age, color, religion, sex, sexual orientation, gender identity, national origin, status as a qualified individual with a disability, veteran status, or other legally protected characteristics. HealthEquity is a drug-free workplace. For more information about our EEO policy, or about HealthEquity’s applicant disability accommodation, drug-free-workplace, background check, and E-Verify policies, please visit our Careers page.

HealthEquity is committed to your privacy as an applicant for employment.  For information on our privacy policies and practices, please visit HealthEquity Privacy.