Customer Success Coordinator

Harris Computer•Washington, NV

5d•$25 - $27•Remote

About The Position

Connecture is seeking a Customer Success Coordinator to join their growing team. This role will help manage incoming requests from customers, coordinate with internal teams to address requests and issues, and handle other assorted tasks as assigned during the annual implementation cycle for all Medicare customers. The role will provide support for projects such as internal improvement projects, documentation projects, and customer-specific projects. The Customer Success Coordinator will also assist with reporting as needed. This position is not static and is subject to change as Connecture’s and the Department’s needs change. This is a remote role open to candidates anywhere in the US, with a preference for those who can work in CST and EST timezones.

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 the 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 the inquiry/response through successful completion if the nature of the inquiry requires involvement from others.
Assist with data file collection, validation, issue resolution.
Perform other customer service duties as requested.
Perform administrative duties as assigned.