Customer Success Manager II

Customer Success Charleston, South Carolina


Description

Customer Success Manager, Public Sector Benefitfocus is the leader in software and services for the healthcare benefits market by providing employers, insurance carriers and consumers a single Web-based platform for shopping, enrolling, managing and exchanging benefit information.

As a Customer Success Manager with our Customer Management team, you will play a key role in managing operational support and communications with Benefitfocus customers, insurance carriers, and vendors. You will collaborate with Benefitfocus Engineering, Professional Services, Data Services, and Service Center teams to ensure the delivery of high quality application features. You will manage customer communications, prioritize and escalate customer issues, coordinate and run meetings, plan and manage open enrollment activities, and represent Benefitfocus in all customer interactions.

Responsibilities:
• Build and maintain a relationship with our customers and our vendors to maximize desired outcomes for the customer and supporting insurance carriers and vendors
• Lead the internal Benefitfocus team on behalf of the customer, motivating the team, coordinating across teams, anticipating and addressing needs, and ensuring the highest possible quality of work generated by the team
• Perform triage, root cause analysis, and corrections to data issues reported by customers or carrier/vendor
• Resolve customer and internal escalations in a timely manner
• Execute tasks related to operationalizing new process and tool improvements
• Work with the customer and internal resources to prioritize tasks, defects, and change requests
• Exercise independent judgment in escalating issues to management
• Demonstrates extensive knowledge of the platform and file processes
• CSM should be well-versed in tactfully delivering unfavorable messages, including providing alternative solutions
• CSM should possess the ability to receive technical messages and convert them into easily understandable, client-facing messages with minimal involvement from outside parties
• Managing Various Processes: Customer Health, Change Request Process, Escalation Process, Open Enrollment Readiness and Program Management, Governance Execution
• Demonstrates the ability to solution through non-standard client requests, without involvement from leadership

Experience and Skills:
• BA/BS degree or equivalent
• Must have minimum of two years proven success in a Customer Success Management / Client Relationship Management role
• Prior Public Sector and Operations experience desired
• Experience supporting self-funded insurance health plans
• Must be a strong analytical thinker
• Excellent time management skills: able to manage project timelines and deliverables
• Advanced Excel skills a plus
• Database Management System (Oracle, SQL, Access) skills a plus
• Prior Salesforce experience a plus 

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.