Benefitfocus announced that Tom Klonecki has joined the company as chief operating officer (COO), effective Feb. 26, 2024. Klonecki will report to Andrew Frend, president, Benefitfocus.

As COO, Klonecki will oversee the teams that deliver implementation, client management, contact center support, data exchanges and administrative services for clients. Klonecki will also work closely with the product and engineering teams to further advance the company?s full-service customer success organization, which in 2023 achieved a net promoter score ? the gold standard for measuring customer experience and loyalty ?

that increased nearly 40 points over the prior year. Klonecki?s background includes more than 25 years of leadership experience in benefits, human resources outsourcing, client retention, acquisition and total benefits outsourcing. Most recently, Klonecki was head of health and welfare at Fidelity Investments, where he led the product and platform development, implementation and client service teams to help create comprehensive strategies for the firm?s health and welfare businesses.

In this role, he also managed the integration of a benefits administration platform with existing retirement and equity offerings for the firm, creating an open source, cloud-based platform for scale and long-term business success. Previously, he held various leadership positions at Hewitt Associates. His experience also includes a strategic focus on transforming client relationship management, product advancement and operations.

Klonecki will serve as a member of the Benefitfocus leadership team alongside Crystal Brown, senior vice president, health plan business; Ed Rumzis, chief technology officer; and Greg Mercer, senior vice president, sales. Klonecki holds a bachelor's degree in business administration from Marquette University and a master?s in business administration from the JL Kellogg School of Management at Northwestern University.