Client Services Representative

• Own and support a book of business aligned to the CGHB National Account Segment
• Partner with Sales to build and sustain client relationships
• Own end-to-end service delivery and resolve client and customer needs in a timely and cost-effective manner
• Develop case-level service strategies and customized service solutions for plan administration
• Prioritize tasks and deliverables to achieve timely, high-quality outcomes
• Engage internal matrix partners on escalated service issues involving billing, banking, eligibility, customer service, plan setup and claim payment
• Perform root cause analysis and drive first-contact resolution
• Attend client meetings and provide insights into complex client and customer issues
• Facilitate engagement between Cigna subject-matter experts to execute client service strategy
• Manage issues through end-to-end resolution
• Partner with Sales, Underwriting and Operations on client-specific service strategies, growth opportunities and retail strategies
• Provide routine updates to the Sales account management team on at-risk service issues
• Monitor client health, account metrics and performance guarantees
• Conduct proactive service touchpoints regarding service scorecard/dashboard results
• Provide standard service reports to the account team and client
• Analyze data and trends and present results to the client

Client Service Executive

• Navigate client/provider EMR systems such as Epic and Cerner to retrieve patient and clinical data
• Identify and resolve missing, incomplete, or incorrect information impacting case processing
• Identify repeat order time points and coordinate sample collection with the clinical team
• Document findings, actions, and resolutions in internal systems with precision and compliance
• Escalate systemic issues and contribute to process improvements
• Serve as the primary point of contact for assigned Key Accounts, remotely and in person as needed
• Provide proactive order follow-ups and reminders to ensure timely case progression
• Respond to client inquiries clearly, professionally, and with urgency
• Manage customer data requests in alignment with compliance and privacy standards
• Address account-level concerns and coordinate resolution with cross-functional partners
• Manage and track tissue sample requests through receipt and documentation
• Coordinate shipping, pathology lab communication, and internal follow-ups
• Review pathology reports to extract relevant clinical information and support case resolution
• Support and reconcile Advance Beneficiary Notices and other required clinical documentation
• Ensure documentation meets HIPAA and internal compliance standards
• Partner with Sales, Client Services, Marketing, Billing, Software, and Clinical Operations
• Participate in training on EMR systems, client protocols, and regulatory requirements
• Contribute to scalable workflow improvements and operational best practices
• Support strategic discussions with internal and external stakeholders when needed

Senior Client Services Specialist – Key Accounts

• Lead activation for newly landed Anthropic-focused accounts
• Oversee end-to-end delivery for accounts and identify technical and delivery risks early
• Build and maintain account plans and use-case backlogs
• Turn pilots or workshops into multi-phase, multi-workstream AI transformation programs
• Advise senior client stakeholders on AI and data roadmaps
• Partner with Anthropic’s field team and internal Sales, Marketing, and Delivery leadership to identify, shape, and close expansion opportunities
• Provide strategic leadership during executive meetings, QBRs, and roadmap discussions
• Mentor team members and foster learning, feedback, and continuous improvement
• Contribute to internal playbooks, account planning frameworks, and repeatable AI and data delivery patterns
• Share best practices and client insights to improve phData’s engagement model and delivery excellence

AI Services Lead – Client Services

• Participate in onboarding new corporate clients, including collecting and organizing documents
• Work with the WRapid team to ensure internal platforms are set up accurately
• Assist Partners and Managing Attorneys with responses to client questions
• Prepare and deliver reports, dashboards, and client-specific tools
• Develop advanced familiarity with WRapid report generation, filtering, and subscriptions
• Create reports needed for legal team success
• Draft and update billing, budgeting, and forecasting reports using templates
• Analyze standard report information and communicate findings to Leadership and Partners
• Maintain data integrity in WRapid and monitor/update data discrepancies
• Support initiatives maintaining the integrity and organization of client information
• Maintain subject matter expertise for multiple major clients
• Assist Attorneys in developing training materials and presenting when appropriate
• Prepare and organize information for Requests for Proposal with Business Development
• Assist with data integrity/adherence reviews
• Assist with employee record creation and case initiation as necessary
• Extract, save, and log documents for each foreign national and identify missing documents
• Perform document management, data entry, legal record-keeping, and database management
• Perform other duties as assigned

Client Services Coordinator – Legal, Immigration

• Serve as the strategic lead and trusted advisor for a portfolio of important client relationships
• Own client health end to end by understanding client businesses, connecting marketing performance to business outcomes, identifying churn risks, and finding partnership growth opportunities
• Develop cross-functional marketing strategies aligned with client business goals
• Analyze paid media performance using Google Ads, Meta Ads, Google Analytics, and client CRM data
• Investigate discrepancies between platform-reported conversions and CRM pipeline data
• Build long-lasting client relationships through active listening and follow-through
• Monitor client feedback and mitigate churn risk
• Own client retention and revenue growth, including upsell and cross-sell opportunities
• Partner with sales on expansions and lead crisis communications
• Build three-month rolling plans balancing client performance goals with margin targets
• Resolve off-track accounts through process changes, expectation resets, or rescopes
• Improve processes to increase client value, eliminate waste, and simplify work
• Track marketing industry changes and help clients capitalize on them
• Turn client wins into marketing case studies
• Contribute a weekly news insight and point of view
• Collaborate with Paid Media, SEO, Measurement, Creative, delivery, and sales teams

Associate Director, Client Services

• Serve as a key client liaison and process subject matter expert
• Deliver exceptional service support and manage high-value client relationships
• Monitor client accounts and inquiries, resolving complex issues and service events
• Collaborate with Product, Operations, and Account Management to translate client needs into operational improvements and streamlined service delivery
• Act on customer feedback trends and drive process enhancements
• Manage day-to-day service metrics
• Support onboarding and training initiatives
• Lead and own oversight of smaller process improvement work and collaborate on larger initiatives
• Collect data and use analytics and reporting to provide transparency to senior leadership and executives
• Identify and implement process improvements driving issue resolution and risk mitigation
• Track and resolve process breakdowns
• Understand customers’ process needs and drive improvements
• Develop and maintain formal process documentation, including procedures and process flow diagrams
• Act as a subject matter expert to partner with project customers, clarify needs, and provide appropriate solutions
• May lead a team and/or direct others on projects

Principal Associate – Client Services, PULSE Network

• Manage the execution of full-scale custom research studies for strategic local and global clients
• Leverage study solutions to provide business insights and manage multiple project teams
• Develop issue-focused analyses
• Build strong client relationships through high-impact deliverables and engagement
• Grow the business with Kantar
• Lead a portfolio of $2.5–$5M in revenue
• Take responsibility for profitable delivery of Brand Performance work
• Contribute to new business opportunities to maintain and grow the book of business
• Independently price and scope jobs and build statements of work
• Lead small to mid-size accounts and oversee complex, high-demand accounts
• Address client questions and requests, manage expectations and deadlines, and provide status updates
• Design research and ensure quality delivery from junior staff, from survey design and sample specifications through deliverables
• Deliver client servicing values and drive client satisfaction
• Build story-driven and insightful reports
• Present reports to clients and lead client meetings
• Develop independent client relationships
• Manage 1–2 direct reports and support utilization targets and Brand Performance goals
• Provide feedback and coaching to account teams and direct reports
• Contribute to strategic priorities including Blueprint, +1/cross-sell strategy, and SPARK
• Contribute to Brand Performance team culture and organizational goals

Senior Director, Client Service

• Lead projects throughout the client acquisition to final project delivery process
• Oversee client service teams on multiple client engagements
• Manage, develop, train and mentor staff
• Develop working relationships with internal and external clients
• Identify and pursue opportunities for new and innovative services
• Retain and develop new clients, including cross-selling the firm’s full range of client services
• Communicate with project stakeholders regarding technical and process improvements
• Apply in-depth knowledge of IT security and frameworks including NIST, ISO, PCI DSS, HIPAA, CMMC and FFIEC
• Perform IT and information security risk and compliance assessments, PCI engagements, IT audits, cybersecurity testing, operational gap analyses, and provide remediation recommendations

Director – Client Service Professional

• Lead projects throughout the client acquisition to final project delivery process
• Oversee client service teams on multiple client engagements
• Manage, develop, train and mentor staff
• Develop effective working relationships with internal and external clients
• Identify opportunities for new and innovative services and pursue them
• Retain and develop new clients, including cultivating opportunities to cross-sell the firm’s full range of client services
• Communicate with project stakeholders to convey requirements for technical and process improvements
• Perform technical security assessments of applications and infrastructure
• Conduct security design reviews and risk assessments
• Perform mid and large IT and information security risk and compliance assessments, PCI engagements, IT audits, cybersecurity testing, operational gap analyses, and provide remediation recommendations
• Lead FoxPointe Solutions client service work for The Bonadio Group

• Manage execution of full-scale custom research studies for strategic local and global clients
• Leverage study solutions to provide business insights and manage multiple project teams
• Develop issue-focused analyses
• Build strong relationships with clients in the portfolio through high-impact deliverables and engagement
• Grow the business with Kantar
• Lead a portfolio of $2.5–$5M in revenue
• Deliver Brand Performance work profitably for assigned projects
• Contribute to new business opportunities to maintain and grow the book of business
• Independently price and scope jobs and build statements of work
• Lead small to mid-size accounts and oversee complex, high-demand accounts
• Address client questions and requests, manage expectations and deadlines, and provide status updates
• Coach clients and teams on complex or new challenges
• Design research and ensure quality delivery from junior staff, including survey design, sample, specifications, and deliverables
• Deliver client servicing values and drive client satisfaction
• Build story-driven and insightful reports
• Present reports to clients and lead client meetings
• Develop independent client relationships
• Manage 1–2 direct reports and support utilization targets and Brand Performance goals
• Provide feedback and coaching to account teams and direct reports
• Contribute to strategic priorities including Blueprint, +1/cross-sell strategy, and SPARK
• Promote positive energy and Brand Performance team culture
• Lead by example and encourage the team toward organizational goals