Senior Client Engagement Manager, Retirement Solutions

1 month ago

Brampton, Ontario, Canada LifeWorks Full time

LifeWorks is dedicated to empowering individuals to achieve their optimal health and well-being. Our mission is to harness innovative technology and recognize the individuality of each person to shape the future of health. As a leading provider in health and wellness, encompassing physical, mental, and financial health, LifeWorks is committed to enhancing health outcomes for consumers, patients, healthcare professionals, employers, and employees.

The Senior Client Engagement Manager will play a crucial role in ensuring that clients fully realize the value of the LifeWorks suite of offerings. This position is responsible for expanding their client portfolio by achieving sales targets set by the leadership team.

The primary focus of the Senior Client Engagement Manager is to drive successful outcomes and return on investment (ROI) for our large enterprise clients, particularly in the area of Canadian Retirement and Benefits outsourcing solutions. In this capacity, you will be pivotal in fostering a customer-centric culture throughout the organization and significantly contributing to our overall client retention and growth strategy.

Key Responsibilities:

  • Cultivating and maintaining robust client relationships to gain a comprehensive understanding of their immediate needs, strategic goals, current programs, operational challenges, and maturity level.
  • Overseeing the post-sales coordination of all organizational resources to fulfill contractual commitments.
  • Leading the execution of Service Agreements.
  • Collaborating with Retirement and Benefits Operations leadership to manage scope and ensure that LifeWorks teams consistently meet and exceed service expectations.
  • Sponsoring and monitoring project management activities to ensure alignment between client and LifeWorks teams regarding project status and outcomes.
  • Initiating strategies to deliver ROI and ensure profitability.
  • Maintaining a healthy relationship status with clients, such as monitoring Net Promoter Scores.
  • Managing growth opportunities with assigned clients, including upselling and cross-selling new products and services, while identifying risks and implementing mitigation strategies.
  • Developing and executing client retention strategies that consider both LifeWorks' and clients' perspectives.
  • Proactively managing the contract renewal process.
  • Overseeing the services provided, addressing any issues that arise.
  • Ensuring alignment with internal stakeholders around Customer Success strategies and objectives.
  • Promoting accountability for successful adoption and value realization of the products and services purchased by our clients, while identifying new opportunities for relationship expansion.
  • As a leader, championing various organizational initiatives and exemplifying LifeWorks' core values.

Core Qualifications and Skills:

  • A Bachelor's Degree or higher in a relevant field or equivalent operational experience.
  • 7-10 years of strategic client management experience.
  • 5-7+ years of progressive experience in various aspects of benefits program delivery, including operations, implementation, and client management.
  • Familiarity with regulatory requirements and standards related to Benefits, Pension, and Retirement Plans.
  • Strong analytical, research, and problem-solving abilities.
  • Demonstrated adaptability to manage multiple responsibilities across different organizational areas.
  • Proven leadership and project management capabilities.
  • Experience in contract management and negotiations is advantageous.
  • Engaging in individual business development activities throughout the sales cycle with prospective and existing clients and strategic partners globally.
  • Securing new business through participation in RFPs and expanding existing account relationships into new markets.
  • Building strong relationships with key contacts within prospective organizations and leading brokers/benefits consultants.
  • Presenting at client events, finalist presentations, and major industry conferences.
  • Continuously refining the business development strategy for the territory in alignment with broader business objectives.
  • Willingness to travel as required.

About LifeWorks:

We are a purpose-driven, customer-centric team that collaborates daily to innovate and make a positive impact. Our technology solutions enhance lives and foster a culture of innovation that empowers team members to tackle complex challenges and create remarkable outcomes in a digital landscape.

LifeWorks is committed to fostering an inclusive culture that values diversity. We uphold fair employment practices, and all qualified applicants will be considered for employment. We provide accommodations for applicants with disabilities during the recruitment process as needed.

Please note that candidates may be subject to a Personnel Security Screening as part of the employment process.

The health and safety of our team, clients, and communities are paramount. Accordingly, we require individuals joining our organization to be fully vaccinated for COVID-19.

By applying for this role, you acknowledge that your information will be shared with the LifeWorks Talent Acquisition team and relevant leaders involved in the selection process.

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