Customer Outcomes Manager; COM II

The Customer Outcomes Manager (COM II) serves as the operational backbone of the outcomes management territory, turning process, documentation, and data into a client experience that clients trust. Working with the Regional Practice Leader and the Strategic and Service COM teams, the COM II ensures that every renewal, plan document, and reporting touchpoint reflects accuracy and foresight, directly shaping client retention and confidence in our third‑party administrator offerings.

• Own the accuracy and timing of every renewal cycle so clients experience continuity, not disruption.
• Manage the full renewal and termination process for Bywater, our in‑house third‑party administrator offering, from initial planning calls through final documentation.
• Prepare and maintain accurate plan documents and client amendments, including required compliance updates.
• Handle renewal‑related billing, accounting, and invoicing needs.

• Serve as a go‑to resource for advisors and employer groups, resolving complex questions and service issues.
• Lead client business reviews and proactive, data‑informed check‑ins based on account activity.
• Set clear expectations with clients and advisors on process and timing, and keep them informed of updates.
• Review audit findings and cost trends with advisor partners.

• Own reporting accuracy and platform administration for assigned clients, including system access and data integrity.
• Translate data into insights and trends that inform client and business strategy.
• Track and manage service requests through internal systems.
• Flag significant claims activity to the appropriate stakeholders.

• Act as a subject matter expert on third‑party vendor partners.
• Support system updates and stay current on platform changes.

• Identify and elevate risk management concerns, acting as a cost‑containment liaison for assigned clients.
• Drive process improvement and contribute to quarterly goals aligned with business priorities.

• You enjoy understanding how systems, forms, and fine print work, and take pride in getting it right.
• You thrive on variety, moving from a renewal packet to walking an advisor through a claim edit.
• You stay naturally organized and keep details in line, even under heavy workload.
• You recognize the strategic weight of flawless execution in earning client trust.
• You build toward strategic account ownership and view operational fluency as a foundation for growth.
• You collaborate well within a team, supporting teammates rather than operating solo.

• Prior experience in health insurance, stop loss, or self‑funded benefits administration is preferred.
• Strong attention to detail and comfort working across multiple systems and reporting tools.
• Salesforce experience is preferred.
• Excellent written and verbal communication skills.
• Ability to manage competing priorities across a portfolio of groups.