Customer Success Coordinator

Harris•Washington, DC

4d•Remote

About The Position

Connecture is seeking a Customer Success Coordinator to join their growing team. This role will manage incoming customer requests, coordinate with internal teams to address issues, and handle various tasks during the annual Medicare customer implementation cycle. The position also involves supporting projects such as internal improvements, documentation, and customer-specific initiatives, as well as assisting with reporting. This is a remote role open to candidates across the US, with a preference for those in CST and EST time zones. The role is dynamic and subject to change based on company and departmental needs.

Requirements

Experience working with all levels in an organization, both internal and customer organizations
Ability to work directly with customers, vendors, and other service providers unsupervised
Customer management skills including project management, resolving issues, setting customer expectations, customer training support, and building customer relationships.
Ability to follow instructions well and quickly adapt to changing priorities
Self-starter, ability to manage to deadlines with little to no direct supervision
Verbal and written communication
General technical knowledge needed to support customers
Ability to recognize areas of improvement and propose those to the team for continual process improvement
Collaborative team player
Quick learner
Microsoft Office products, including Word, Excel, Visio, and MS Project

Nice To Haves

Listening and problem-solving skills; ability to proactively address issues and coordinate solutions
Ability to multi-task and work in a fast-paced environment
Prioritization savvy – ability to determine appropriate priorities, responsive to urgent requests, ability to escalate as appropriate
SaaS implementation experience a plus
Medicare industry knowledge a plus

Responsibilities

Provide support to customer success and operations management functions.
Assist customer success managers and operations personnel in the coordination and completion of projects.
Provide administrative and technical support such as scheduling, preparing customer communications or presentations, monitoring timelines, attending meetings, and acting as liaisons to various departments and organizations.
Communicate any issues, problems, or additional information to customer success managers and recommend solutions.
Monitor and evaluate project activity and report on progress to project managers and leadership.
Provide customer service via telephone and/or Internet (e.g., support tickets, instant message, email).
Assist with outbound customer communications as instructed.
Handle customer inquiries and resolve support inquiries.
Coordinate with customer if additional information is needed.
Manage inquiries/responses through successful completion if others need to be involved.
Assist with data file collection, validation, and issue resolution.
Perform other customer service duties as requested.
Perform administrative duties as assigned.