Sports & Entertainment Senior Client Relations Specialist - CA - On Site

Senior Client Relations Specialist

We are a proud work-from-office company. If you're ready to work on-site in a dynamic, global company, we'd love to hear from you. Position Summary The Senior Client Relations Specialist has a proven track record for fostering robust client relationships, ensuring client satisfaction and client retention. This seasoned professional excels in managing high-stake accounts and resolving complex issues, delivering a seamless client experience. They are adept in strategizing, leadership, innovation, collaboration, and analysis. Their experience brings a wealth of knowledge to the client relations team, and they possess a passion for service excellence, and a commitment to driving the success of both the clients and Vensure.

Essential Duties and Responsibilities

• Coordinate user set-up and provide training of client facing web-based payroll, custom reporting software, LMS, and service platforms.
• Facilitate proactive intervention steps for at-risk clients, working through the retention process with identified internal teams, clients, and business consultants for successful retention.
• Responsible for account management by establishing and reinforcing strong relationships with clients, internal partners, brokers and peers through proactive touch points and service recommendations based on client's business needs.
• Act as a liaison between client and internal operations to ensure seamless delivery of services in line with department SOPs.
• Coordinating and leading client meetings to review and discuss escalated issues or matters of significance related to the client's account.
• Build and leverage cross-functional partnerships to manage client inquiries and escalations.
• Analyze & leverage data and reporting to identify opportunities, trends, and process improvements.
• Identify gaps in client processes; introduce and drive adoption of new products and services to client based on identified client need.
• Manage and escalate client issues through various communication platforms including the submission of cases in Client Space to internal departments for resolution.
• Deliver benefit reconciliation results to coordinate payment of open balances.
• Coordinate and present client Open Enrollment on Master Plans
• Manage Client Benefit questions or concerns during the client's lifecycle.
• Determine and recommend annual increases and/or reductions to client's admin fee.
• Assist with client tax account registration guidance, provide guidance on payroll tax questions, and obtain clients tax account login credentials when entering a new state.
• Manage and escalate payroll tax notices and drive to resolution.
• Assist and provide guidance with required state and federal reporting.

Marginal Functions

• Some travel required.
• Other Duties as assigned.
• Act as support for assigned region when team members are traveling, out of office or unavailable.

Knowledge, Skills, and Abilities

• Customer service driven, and ability to interact and develop relationships with individuals from varying industries and backgrounds.
• Strong sense of business ethics including the ability to handle confidential information appropriately.
• Ability to adapt in a fast paced environment, and manage multiple priorities/projects.
• Self-motivated, as well as the ability to work alongside a team.
• Ability to provide systems training and support as needed.
• General working knowledge of Microsoft Office suite, payroll and CRM platforms.

Education & Experience

• 4-year college degree or;
• An equivalent combination of experience, skills, and education (including other relevant non-traditional degree programs, certifications, or job training programs) preferred.
• 5+ years of experience in a customer service role. Previous experience providing client services in the entertainment industry is strongly desired, along with account management, payroll, taxes, benefits, and human resources experience.
• In-depth experience working in Prism and ClientSpace software applications is a plus.

Physical, Mental, & Communication Demands Physical Demands Only

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the functions.

• Must be able to remain in a stationary position for 50% or more of time and occasionally required to move about inside an office environment.
• The ability to observe details at close range, using a computer, laptop, or other electronic devices.
• The ability to communicate information both orally and in written format so others will understand. Must be able to exchange accurate information in these situations.
• Must be able to learn new tasks, remember processes, maintain focus, complete tasks independently, make timely decisions in the context of workflow, ability to communicate with clients, and ability to complete tasks in situations that have a speed or productivity quota.

Environmental Conditions Indoor office environment. May occasionally have moderate noise level from office equipment such as copiers, W2 and check printers, as well as in office conversations via phone calls or office personnel.

This position is eligible for the following benefits:

• Health Insurance : Medical, dental, and vision coverage
• Retirement Plan : 401(k) with company match
• Paid Time Off : PTO, Holidays, Parental leave and Sick Leave provided as required by applicable state law
• Other Benefits : Life insurance, short term disability, long term disability, employee assistance program (EAP), flexible spending account (FSA), health savings account (HSA), Identity theft protection, critical illness, accident, cancer, hospital protection, legal and pet insurance.