Sports & Entertainment Senior Client Relations Specialist - CA - On Site

Position Summary

The Senior Client Relations Specialist has a proven track record for fostering robust client relationships, ensuring client satisfaction and client retention. This seasoned professional excels in managing high‑stake accounts and resolving complex issues, delivering a seamless client experience. They are adept in strategizing, leadership, innovation, collaboration, and analysis. Their experience brings a wealth of knowledge to the client relations team, and they possess a passion for service excellence, and a commitment to driving the success of both the clients and Vensure.

• Coordinate user set‑up and provide training of client facing web‑based payroll, custom reporting software, LMS, and service platforms.
• Facilitate proactive intervention steps for at‑risk clients, working through the retention process with identified internal teams, clients, and business consultants for successful retention.
• Responsible for account management by establishing and reinforcing strong relationships with clients, internal partners, brokers and peers through proactive touch points and service recommendations based on client's business needs.
• Act as a liaison between client and internal operations to ensure seamless delivery of services in line with department SOPs.
• Coordinating and leading client meetings to review and discuss escalated issues or matters of significance related to the client’s account.
• Build and leverage cross‑functional partnerships to manage client inquiries and escalations.
• Analyze & leverage data and reporting to identify opportunities, trends, and process improvements.
• Identify gaps in client processes; introduce and drive adoption of new products and services to client based on identified client need.
• Manage and escalate client issues through various communication platforms including the submission of cases in Client Space to internal departments for resolution.
• Deliver benefit reconciliation results to coordinate payment of open balances.
• Coordinate and present client Open Enrollment on Master Plans.
• Manage Client Benefit questions or concerns during the client’s lifecycle.
• Determine and recommend annual increases and/or reductions to client’s admin fee.
• Assist with client tax account registration guidance, provide guidance on payroll tax questions, and obtain clients tax account login credentials when entering a new state.
• Manage and elevate payroll tax notices and drive to resolution.
• Assist and provide guidance with required state and federal reporting.

• Some travel required.
• Other duties as assigned.
• Act as support for assigned region when team members are traveling, out of office or unavailable.

• Customer service driven, and ability to interact and develop relationships with individuals from varying industries and backgrounds.
• Strong sense of business ethics including the ability to handle confidential information appropriately.
• Ability to adapt in a fast paced environment, and manage multiple priorities/projects.
• Self‑motivated, as well as the ability to work alongside a team.
• Ability to provide systems training and support as needed.
• General working knowledge of Microsoft Office suite, payroll and CRM platforms.

• 4‑year college degree or;
• An equivalent combination of experience, skills, and education (including other relevant non‑traditional degree programs, certifications, or job training programs) preferred.
• 5+ years of experience in a customer service role. Previous experience providing client services in the entertainment industry is strongly desired, along with account management, payroll, taxes, benefits, and human resources experience.
• In-depth experience working in Prism and Client Space software applications is a plus.

Physical Demands Only

• Must be able to remain in a stationary position for 50% or more of time and occasionally required to move about inside an office environment.
• The ability to observe details at close range, using a computer, laptop, or other electronic devices.
• The ability to communicate information both orally and in…