Benefits Program Lead, Customer Success
Toku
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See open jobs at Toku.See open jobs similar to "Benefits Program Lead, Customer Success" Blockchain Association.Key Responsibilities
- Client Success & Escalations – You’ll join client calls to provide clear, confident guidance on statutory vs. market-standard benefits. You’ll help resolve issues like claims or billing problems and make sure clients walk away with clarity on next steps. You'll also help keep our internal benefits resources accurate and easy to use.
- Global Plan Administration – You’ll manage day-to-day benefits tasks like enrollments, terminations, life events, and syncing deductions with payroll across multiple countries, always aiming to keep error rates under 1% and ensure a smooth experience for clients and their teams.
- Renewals & Vendor/Broker Management – You’ll run point on renewals, keeping track of timelines, running market checks and RFPs, negotiating rates, and updating systems. You’ll help clients make informed decisions by bringing them competitive, well-researched options.
- New Country Benefit Installs – When we launch in a new country, you’ll scope eligibility, compare legal requirements with market norms, coordinate with brokers, and ensure a smooth rollout within 90 days of a hire, all while keeping clients looped in and confident throughout the process.
- Automation & Data Flow – You’ll spot inefficiencies and work with Engineering to eliminate manual processes. Your goal: scalable solutions that improve both internal operations and the client experience.
- Vendor Billing & Finance Interface – You’ll audit invoices, process retroactive changes, and clean up billing issues in collaboration with Finance and carriers, so clients don’t get stuck dealing with administrative headaches.
- Process Documentation & Enablement – You’ll keep our benefits SOPs organized, up to date, and easy to follow, helping internal teams and clients get consistent answers, faster.
- Analytics & Insights (Nice-to-Have) – You might also build dashboards that show cost trends, participation, and utilization, giving clients the insights they need to evolve their benefits strategy.
Qualifications
- 5–8+ years multi-country benefits administration/operations in a startup, PEO/EOR, broker, carrier, or similar environment.
- Demonstrated success negotiating renewals and managing vendors across multiple jurisdictions.
- Strong working knowledge of US programs (ACA, ERISA, COBRA) and at least one additional region (EU, APAC, LATAM).
- Excellent communication skills.
- Comfortable in fast-change environments; bias for documentation, automation, and closing loops.
This job is no longer accepting applications
See open jobs at Toku.See open jobs similar to "Benefits Program Lead, Customer Success" Blockchain Association.