• Own the client onboarding experience for new Health & Welfare implementations by gathering requirements, consulting on best practices, and collaborating with internal teams to address unique client needs. • Lead and project manage the discovery phase for new Health & Welfare client implementations to achieve individual, team, and company goals. • Guide clients and internal teams through defining and documenting requirements by reviewing source documents such as Legal Plan Documents, SPDs, and HR materials. • Identify and document plan administration requirements, including: • Benefits Class Matrix • Plan Requirements Templates • Rates • Permissions • Field Options • Site Text • Demographic and benefit data import files • Vendor and payroll export file requirements • Proactively consult clients on industry best practices and system/process changes needed to achieve their goals. • Research and recommend system enhancements and assist Product Managers and Developers with enhancement specification development. • Lead client-facing meetings, including kickoff, requirements gathering, requirements review, and other implementation touchpoints. • Identify and mitigate project and staffing risks; escalate appropriately. • Manage timelines with internal implementation teams and external client stakeholders. • Ensure that requirements are collected and finalized for all services included in scope. • Manage client expectations by anticipating issues, communicating turnaround times, and escalating changes in scope or services as needed. • Partner with internal teams to ensure all scoped services are accounted for in the requirements process. • Stay current on industry trends and recommend enhancements to the company’s client service approach. • Develop and implement strategies to improve client and broker satisfaction. • Assist with sales and marketing efforts as needed. • Act as a coach and mentor to others within the organization.