Portico Benefit Services · 1 week ago
Senior Client Experience Specialist
Minneapolis, MN, US
Full-time
Hybrid
Senior Level
$68K/yr - $72K/yr
5+ years expPortico Benefit Services is seeking a Senior Client Experience Specialist who partners with employers to build and maintain relationships by addressing client concerns and questions. This role involves leading projects, providing support to the Client Experience team, and ensuring compliance with governance and risk standards.
Financial Services
Responsibilities
Utilizes advocacy-based communication, education, and outreach to build rapport and maintain strong relationships with Client Experience employer contacts, leading to high employer satisfaction, long-term loyalty, and retention
Serves as the primary or secondary point of contact for and maintains relationships with Client Experience employers through email and phone communication, leading client meetings, facilitating and supporting client and employee presentations and in-person meetings
Manages expectations between Portico and employer
Anticipates and understands employers’ key business needs and communicates needs and other feedback to Portico leadership
Researches employer concerns and questions providing responses in a timely manner
Helps clients recognize Portico as a strong benefits partner
Understand the needs and requirements of all Client Experience employers
Manages the highest-level and most complex escalation cases through resolution, including completion of thorough assessment of issues and potential solutions for leadership presentation, takes needed action to implement decisions, and manages necessary follow up
Supports Portico leaders and the Business Development team as they prepare for employer plan reviews
Has a deep understanding of the Client Experience Specialist and Associate Client Experience Specialist roles and is able to lead/support their tasks
Assists with new business implementations and training to ensure employer experience is seamless and consistent as accounts transition from the implementation team to the Client Experience team
Leads Client Experience team efforts during implementation of new business under direction of Manager
Assists with preparation of benefit and enrollment information to be presented to employers onsite or virtually
Travels with implementation and annual renewal teams for onsite visits and enrollment fairs, presents benefit information, and meets with employees to assist with enrollment and answer benefit questions, as needed
Collaborates on cross-functional teams related to Client Experience work including defining portal user needs and experience Provides leadership to Client Experience team members
Leads Client Experience team projects working cross-functionally when necessary
Leads efforts to track and identify trends and monitors all Client Experience trackers providing reporting and updates to Manager and teammates on a regular basis
Utilizes tools such as excel and Smartsheet to track and organize deliverables
Trains team members on processes/products as needed to ensure uniform processes are followed by all
Leads process improvement efforts as related to Client Experience
Creates SharePoint articles, creates and updates documentation, and assists with training on Client Experience employers
Provides Customer Care Advocacy team support to include inbound and outbound phone calls
Demonstrate consistent presence on required in-office days
Other projects and duties as assigned
Qualification
Required
Understanding of the organization's business processes, products, customers, and partners
Ability to manage multiple projects with attention to detail and maintain organization among numerous initiatives while maintaining a high level of service
Strong interpersonal savvy and demonstrated ability to collaborate with cross-functional teams and build strong relationships both internally and externally
Deep understanding of Portico's business processes, products, customers, and partners
Demonstrated high competency in problem solving and analysis
Acts independently with minimal direction
Maintain positive attitude and flexibility during times of stress and change
Approaches people and work tasks with enthusiasm and a teamwork mindset
Exceptional customer service and presentation skills
Must be able to travel for vendor and client site visits, trade show, convention, and assemblies
Bachelor's degree
5+ years' experience in a sales or customer service role
Being primary point of contact for customer and/or liaison between customer and internal teams
Presenting information and training to external customers
Participation on cross-functional teams
Managing high-level escalations and issue resolution
Background in supporting project management
Preferred
Experience in benefits administration and billing
Benefits
Premiums paid for health care coverage
10% employer retirement contribution
Competitive time off and wellness benefits
Company
Portico Benefit Services
Portico Benefit Services cultivate and share resources designed to help strengthen financial, emotional, and physical well-being.
51-200 employees
Funding
Current Stage
Growth StageLeadership Team
Stacy Kruse
Interim President and CEO
Daron Meyer
Chief Technology Officer
Recent News
2025-08-12
2025-07-14
Company data provided by crunchbase