Customer Success Manager II

Customer Success Tulsa, Oklahoma


Customer Success Manager, Healthcare Analytics

The Customer Success Manager (CSM) is responsible for developing high-trust relationships with Benefitfocus customers, measured through customer satisfaction, relationship health and customer retention. The CSM provides continuity and ensures a seamless experience spanning all stages of the customer lifecycle.   This role requires a strong understanding of benefits administration, technology (particularly SaaS), business process outsourcing and strategic planning. The Customer Success Manager is an extension of his/her customer’s team, helping them to drive their desired outcomes while maximizing the value of their Benefitfocus solution. 

Job Responsibilities

  • Manages multiple customer relationships comprised of employer direct, claim administrators or brokers/consultants for healthcare analytics
  • Learn and understand customer-specific business and interpersonal peculiarities for healthcare reporting
  • Maintain an expert-level understanding of the operation of Advanced Analytics and how customers can leverage our application to tell their healthcare story
  • Provide initial and ongoing customer training
  • Proactively meeting with customers and provide consultative service for healthcare reporting
  • Evaluate and execute on upsale opportunities
  • Ongoing self-training and continued education of Advanced Analytics
  • Ensures customers are satisfied with the healthcare data
  • Works cross functionally across departments
  • Ability to work within team, development and lead of projects, work with team initiatives/goals

Experience, Education and Skills

  • Demonstrated expert background in healthcare industry and benefit administration
  • Ability to clearly articulate ideas and concepts both in written form and orally
  • Excellent customer/vendor relationship skills
  • Excellent problem-solving and analytical skills and a keen eye for details
  • Self-starter and ability to take ownership
  • Work well in team environment
  • Bachelor degree, Business or related field experience
  • Minimum of 2-5 years’ experience in healthcare industry and/or analytics
  • Must be available to travel as needed

Qualified applicants will receive consideration for employment without regard to their age, race, religion, national origin, gender, sexual orientation, gender identity, protected veteran status or disability. It is Benefitfocus’ policy to encourage diversity in hiring, recognizing that this enriches the work environment for all Benefitfocus Associates and that a broad variety of perspectives enhances decision-making and creativity. Benefitfocus is an Equal Opportunity Employer Minority/Female/Disability/Veteran.