Client Engagement Specialist/Enterprise Markets in Alpharetta, Georgia at DECISELY INSURANCE SERVICES LLC

Job Title:

Client Success Specialist/Enterprise Markets

Department: Client Success

Remote – Commercial Success/Market Teams/Enterprise Markets

Reports To:

Client Success Leader/Enterprise Markets

POSITION SUMMARY:

The Client Success Specialist (Enterprise Markets) supports complex client governance by preparing reporting, tracking milestones, coordinating renewals, and ensuring documentation integrity. This role enables Enterprise CSMs to focus on strategic engagement.

KEY RESPONSIBILITIES:

1) Governance & Reporting Support

• Prepare QBR/EBR materials and performance reporting.
• Compile utilization and engagement data.

2) Renewal & Milestone Coordination

• Maintain renewal timelines and required artifacts.
• Ensure documentation readiness prior to renewal deadlines.

3) Cross-Functional Tracking

• Monitor action items and deliverables.
• Maintain escalation tracking logs.

4) CRM & Compliance Standards

• Maintain accurate stakeholder and contract records.
• Ensure audit-ready documentation.

KEY COMPETENCIES:

Executive Deliverable Quality

• Produces polished, accurate governance materials.
• Drives: Reporting accuracy =98%, QBR prep =95%

Program Coordination

• Tracks commitments and ensures follow-through.
• Drives: Action item closure =95%

Renewal Discipline

• Maintains structured renewal documentation timelines.
• Drives: Renewal adherence =95%

Data & Compliance Integrity

• Maintains reliable and audit-ready documentation.
  Drives: CRM hygiene =95%

WHAT SUCCESS LOOKS LIKE:

• Enterprise QBRs are prepared and accurate.
• Renewal timelines are clean and predictable.
• Cross-functional follow-through is visible and organized.
• Enterprise documentation withstands audit scrutiny.

REQUIRED QUALIFICATIONS:

• 1–4 years in client operations or account coordination.
• Strong organization and attention to detail.
• CRM proficiency required.
• Microsoft Office proficiency required.
• Employee benefits or SaaS experience preferred.
• Bilingual (Spanish) a plus.

PHYSICAL DEMANDS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to stand; walk; sit; use hands to finger, handle, or feel; reach with hands and arms; and talk or hear. Specific vision abilities required by this job include close vision, color vision, and ability to adjust focus. Ability to travel independently to clients; some air travel may be required.?To foster collaboration and team spirit, and although this is primarily a remote position, there is occasion when you will?be required?to come into the office for meetings and team building activities as well as travel to our various offices for meetings and team building activities.

WORK ENVIRONMENT & ENVIRONMENTAL CONDITIONS:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate. There is no or very limited exposure to physical risk.

Employee Name Employee Signature

Manager Name Manager Signature

Date

CLIENT SUCCESS SPECIALIST/ENTERPRISE MARKETS

• On-Time Deliverables: =95%
• Reporting Accuracy: =98%
• Action Item Closure: =95%
• Renewal Timeline Adherence: =95%
• CRM Hygiene: =95%
• Escalation Tracking Completeness: 100%

Key Competencies:

• Full knowledge of employee benefit plans including medical (including Medical Essential Coverage plans), dental, vision, life, disability, voluntary worksite plans and services.
• Ability to work in a fast-paced, innovative environment and manage multiple commitments simultaneously.
• Must have high-level interpersonal skills to handle sensitive and confidential situations.
• Strong attention to detail, organizational, and time management abilities.
• Excellent written and oral communication skills and attention to detail.
• Strong understanding of health benefits administration and open enrollment processes.
• Demonstrated experience with agency management systems, reviewing plan designs, and understanding employee benefits guidelines.
• Knowledge of health and welfare benefit plans, compliance, and regulations, including ERISA, COBRA, HIPAA, and ACA legislation preferred.
• Advanced knowledge of navigating the Internet as well as various Microsoft Office programs to include but not limited to Excel, Outlook, Word, PowerPoint, OneNote & Excel as well as all other required systems to maintain and manage job responsibilities.
• Desire to continue learning and developing skills to enhance knowledge, interpersonal skills, and business acumen.
• Strong analytical skills enabling one to gather data and present it in a clear and understandable method to the receiving audience.

Education and/or Experience:

• 2+ years of experience related to our industry, including health insurance, benefits, human resources, broker/agency, technology/software applications.
• Life and Health License required.
• College degree and any other professional designations are preferred.
• Benefits administration and/or client management experience preferred.
• SaaS technology support experience, preferred.
• Valid driver’s license required.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to stand, walk; sit; use hands to finger, handle, or feel; reach with hands and arms; and talk or hear. Specific vision abilities required by this job include close vision, color vision, and ability to adjust focus. Ability to travel independently to clients; some air travel may be required. To foster collaboration and team spirit, and although this primarily remote position, there is occasion when you will be required to come into the office for meetings and team building activities as well as travel to our various offices for meetings and team building activities.