Serve as primary client advocate, build and maintain broker and employer relationships, use analytics and reporting to identify trends and recommend plan design and upsells, lead reporting and renewal activities, coordinate onboarding and vendor/internal teams, and support revenue growth through retention and product recommendations.

Coordinate end-to-end handling of client exception requests outside standard products: define scope, evaluate feasibility, lead cross-functional planning, document solutions, transition to implementation, track outcomes, and surface voice-of-customer insights to Product and Operations. Serve as client-facing advisor, present to executives, and lead projects or PM duties as needed.