Customer Account Analyst

Plansource • UNAVAILABLE, UNAVAILABLE

4d • Remote

About The Position

PlanSource is a leading cloud-based provider of benefits administration technology and services, aiming to simplify how people choose, use, and manage benefits through AI-powered experiences. The Customer Account Analyst will provide internal and external technical support throughout the client relationship lifecycle. This role performs assigned technical tasks within PlanSource's outsourced delivery model, partnering closely with Customer Account Managers to resolve client inquiries, deliver day-to-day technical support, and participate in client meetings to enhance value within client relationships.

Requirements

• College degree or equivalent work experience required.
• 2+ years of experience in ongoing administration within Health and Welfare Benefits Administration Technology.
• Ability to be an effective team member.
• Excellent oral and written communication skills.
• Excellent organization and prioritization skills.
• Familiar with Microsoft Office and Microsoft Outlook.
• Demonstrated ability to effectively work with all levels and cross-functionally within the company.
• Must be able to work outside of normal work hours.
• Must have ability to travel as required (approx. 10%).
• Strong customer service and orientation skills.
• Strong problem-solving skills.

Responsibilities

• Attend weekly meetings with key client contacts to review account status and track open items through completion.
• Partner with the aligned Customer Account Manager to support client needs and ensure timely resolution of client inquiries.
• Support client communication and follow-up on technical tasks and deliverables.
• Perform assigned process-level technical tasks in support of ongoing services for aligned client accounts.
• Execute technical tasks for client special projects, including Annual Enrollment, following established change management and project protocols.
• Perform routine audits to ensure accuracy in delivery and adherence to requirements.
• Coordinate with internal subject matter experts to resolve client-specific issues and support project work.
• Participate and coordinate with internal departments, including EDI, Billing, and Boost/API connectivity teams, on client-specific issues.
• Support cross-functional efforts to ensure timely and accurate delivery of services.
• Drive efficiency and value to the client relationship by supporting implementation of system functionality and automation of processes.
• Identify opportunities to improve workflows and support ongoing enhancements.
• Assist in maintaining quality and consistency in service delivery across accounts.
• Support the update and maintenance of documentation regarding client activity and account details.
• Ensure accurate tracking of work performed, open items, and technical updates.
• Complete job-related training and development as required.
• Perform other duties and support special projects as assigned by management.
• Use AI-enabled tools to help analyze patterns in support tickets, summarize findings, and accelerate root-cause analysis, with appropriate validation.
• Apply AI assistance to support documentation, knowledge base updates, and issue research.
• Identify opportunities to improve support workflows through automation and tooling.
• Contribute to continuous improvement of support processes, documentation, and operational practices.

Benefits

• Comprehensive health coverage with multiple medical plan options - all covering 100% of in-network preventive care.
• Employer‑funded Health Savings Account (HSA) - up to $1,000 annually for family coverage.
• Dental & Vision plans with 100% coverage for routine dental care and $250 vision frame allowance, plus employee-only vision premiums at $0.
• 401(k) with immediate vesting and a 50% company match up to 6% of contributions.
• Generous paid parental leave, adoption assistance, and fertility benefits.
• Flexible PTO, paid holidays, a strong culture of work‑life balance and Flex Fridays in the summer.
• Mental health & wellbeing support, including Employee Assistance Program (EAP), movement and wellness resources.
• Rewards and recognition programs that celebrate employees through peer recognition, awards, and quarterly recognition initiatives.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree