Brian Threadgill Email & Phone Number

Malvern, Pa, Us

· Promoted to Senior Manager in June 2024, focusing on mid-market and growth customer success initiatives· Evaluated and aligned staff skill sets to optimize departmental growth and operational efficiency· Organized cross-training programs, enhancing operational bandwidth across Customer Success Managers and Technical Success Managers· Created and staffed team service model for Growth segment clients; including staff training, process documentation, and client communication· Established annual KPIs to assess performance metrics and accurately predict client retention· Led the Client Services team through a seamless system migration, managing the client experience throughout the transition· Drive continuous improvement through data-driven decision-making and process enhancements

· Analyze procedures across five TPAs, that will sit within the department in the future state, to determine best practices, establish efficiencies, and document final process workflow · Build a single Savings and Spending Account team culture by merging the best aspects from each legacy TPA teams· Partner with other department Directors to merge acquired companies into a single Health & Benefits organization· Position department managers to best support associates in their current day-to-day work while training towards expectations of newly created organization through annual goal setting, quarterly continuous dialogue conversations, and continuing education· Establish cadence, messaging, and method for proactive client outreach program· Review and respond to external client survey responses to provide resolution to issues and/or feedback to associate(s) that owns relationship· Implement client At-Risk/In Jeopardy tracking and resolution taking best practices from process previously in place with each of the legacy TPAs

Overall responsibility for maintaining client relationships by supporting Account Executives in their efforts to retain clients while directly managing key client relationships.- Continually evaluate corporate structure and implement changes to increase efficiencies.- Work closely with Director of Operations in developing key service metrics related to client operations- Establish Account Executive quarterly goals to align with corporate objectives and the individual needs of the direct report.- Communicate company initiatives, legislative rulings, and educational opportunities via targeted email outreach program.- Manage implementation of new business through project plans and facilitating internal/external resources communications, and meetings- Assist VP of Sales as needed in sales calls or in person presentations to prospective clients and brokers

• Act as primary point of client contact • Serve as the primary client advocate within HR Simplified • Organize Open Enrollment on a client level to ensure smooth process for client and participants• Implement new clients from introduction during sales process to “Go Live” date• Suggest additional lines of service for existing clients• Address client level issues with client, broker, and internal team to resolve and follow up with client• Participate as an active member of the management team and help develop company direction• Problem solve to address individual client and global issues • Provide information and guidance around day to day administrative activities• Meet regularly with clients, brokers, and business partners to proactively address new needs and concerns

- Overall responsibility for maintaining client relationships by supporting Service Consultants in their effors to retain clients- Develop effective business relationships with assigned clients- Coordinate plan renewal process to ensure a timely and smooth administration process- Maintain regular communication with Account Executive to advise of all important matters concerning the client accounts

Ba, Management, Computer Science

Education record