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Role Description

The Service Delivery Manager for Evive is directly responsible for helping bswift deliver an exceptional client experience by supporting employers and their members on our personalized health engagement platform. This role combines client relationship management, technical platform configuration, data-driven insights, and cross-functional collaboration to ensure that each client’s Evive environment is optimized for engagement, accuracy, and performance.

Evive is a post‑election, personalization-focused SaaS platform, and this role emphasizes understanding client benefit structures, demographic data, and health engagement strategies to deliver curated, member-level experiences.

Key Responsibilities

• Platform Implementation & Ongoing Delivery
  • Lead and guide clients through the implementation of new Evive solutions, including requirements discovery, data intake, and platform setup.
  • Configure Evive settings to reflect client-specific benefit programs, demographics, communication rules, eligibility data, and personalized journey triggers.
  • Maintain and update client configurations as plan designs, data inputs, eligibility rules, or engagement strategies evolve.
  • Ensure consistent delivery of Evive’s personalization features—journey pathways, nudges, recommendations, and communication outreach.
• Client Support & Issue Resolution
  • Serve as the primary day-to-day contact for clients using the Evive platform, ensuring accurate and timely responses to questions and incidents.
  • Research and resolve client inquiries related to:
    • Eligibility data
    • Health journey outputs
    • Personalization logic or rules engines
    • Data file discrepancies
  • Own tickets or issues from intake through resolution, including coordination with product, engineering, or data teams as needed.
• Testing & Quality Assurance
  • Test client-specific Evive configurations, including:
    • Data mapping and demographic ingestion
    • Benefit-based logic
    • Personalization rule triggers
    • Communication workflows
  • Validate new or updated functionality to ensure accuracy before client launch or new calendar cycle.
• Cross-Functional Collaboration
  • Partner with product management, engineering, data operations, and call center teams to ensure:
    • Successful product deployments
    • Smooth onboarding
    • Accurate eligibility and event data processing
    • Resolution of escalated issues
  • Provide actionable client feedback to product teams to influence future enhancements.
• Training & Client Enablement
  • Prepare and deliver product demonstrations, including platform walkthroughs, new feature training, and open enrollment updates.
  • Provide best practices for client administrators on using the Evive portal, dashboards, reporting, and member engagement tools.
• Data & File Management
  • Manage workflows associated with carrier feeds, eligibility files, demographic updates, and other inbound data that drive personalized recommendations.
  • Work with integrated support teams on data validation and issue tracking.
• Continuous Improvement
  • Identify opportunities to enhance service efficiency, reduce manual work, and improve the client and member experience.
  • Recommend process improvements based on recurring themes or observed platform behavior.
  • Maintain in-depth knowledge of Evive’s platform, rules engine, reporting capabilities, and engagement strategies.
• Leadership & Team Contribution
  • Mentor junior team members or analysts supporting Evive client operations.
  • Lead or contribute to client meetings, status calls, and strategic planning discussions.
  • Support pre‑sales, solutioning conversations, or demos when needed.

Qualifications

• 5+ years of direct client-facing experience in benefits administration, digital health engagement, or HR technology.
• 2+ years managing projects or implementations in a SaaS environment.
• Strong technical aptitude with comfort navigating personalization engines, eligibility files, and data-driven systems.
• Proficiency in Excel (VLOOKUP, PivotTables, data validation).
• Excellent communication skills with the ability to articulate technical concepts to both technical and non-technical users.
• Ability to work in a fast-paced, ambiguous environment and make timely decisions.
• Strong analytical mindset and ability to leverage data for client strategies.
• Detail‑oriented, organized, and reliable with strong follow-through.
• Passion for teamwork, customer success, problem solving, and operational excellence.
• Bachelor’s degree or equivalent professional experience.

Benefits

• Comprehensive Health Benefits: Health, dental, and vision plans to support your wellness.
• Competitive Compensation: A package recognizing your skills and contributions, including performance-based incentives.
• Flexible Work Environment: Remote-first, office-friendly options.
• Retirement Savings Plans: Employer-sponsored programs for financial security.
• Professional Development: Career growth opportunities through training and resources.
• Supportive Culture: Collaboration, open communication, and creative problem-solving.
• Employee Wellbeing Initiatives: Mental health, financial planning, and wellness resources.