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Provide day-to-day operational support for client accounts: attend client meetings and open enrollment, resolve claims/benefit/enrollment issues, coordinate across internal teams and vendors, maintain client trackers and systems, prepare renewals and plan documents, run ad hoc and client-specific reporting, and support escalations under the Client Success Executive.

Leads complex cross-functional Commercial initiatives from discovery through implementation, stabilization, and closeout. Responsibilities include project planning, business analysis, requirements gathering, process mapping, workflow improvement, UAT coordination, implementation readiness, documentation, training, and change enablement. The role partners with Sales, Client Success, Implementation, Marketing, Finance, Legal, Product, Operations, and Technology teams to improve commercial processes and scalability.

Lead and coach a claims processing team for self-funded employer health plans, enforce SLAs and quality standards, manage claim inventory and backlog, develop policies and procedures, collaborate with Quality/Training and System teams, oversee appeals/subrogation/overpayments, and report performance metrics.

Own and grow strategic national self-funded employer relationships post-implementation; serve as executive-level trusted advisor; lead renewals, performance reviews, and expansion opportunities; coordinate cross-functional teams to ensure high-touch service delivery; produce data-driven insights and customized reporting; mitigate retention risks and resolve high-stakes issues; represent Centivo in sales pursuits and contribute client-informed product strategy.

Lead a portfolio of middle-market self-funded employer clients as primary post-implementation contact. Manage renewals, account health, reporting, issue resolution, cross-functional coordination with implementation, sales, analytics, and third parties to drive retention, satisfaction, and growth.

Own and lead Centivo's stop loss and captive product portfolio, defining program structure, pricing, reinsurance, underwriting alignment, and performance management. Build the risk product roadmap, design captive strategy, partner with underwriting/actuarial/finance, translate technical mechanics into operational requirements, and represent products externally to brokers, consultants, and partners.