Customer Success Manager

Plansource

8h • Remote

About The Position

Join Us at PlanSource: Your Exciting Career Awaits!
At PlanSource, a leading cloud-based provider of benefits administration technology and services, we are on a mission to simplify how people choose, use, and manage benefits through cutting-edge, AI-powered experiences. This is an incredible time to launch your career with us!
The Customer Success Manager is responsible for leading customer relationships within the benefits administration industry that promotes customer satisfaction, loyalty, retention, and growth. The Customer Success Manager will support an operational foundation ensuring the proper support, consistency, and service excellence is delivered to each PlanSource customer.
This role will work under the supervision of the Director of Customer Success. The Customer Success Manager is a key member of a team of subject matter experts who are involved in all activities related to benefits administration for their book of business. This role will work closely with all delivery groups within the PlanSource ecosystem to support customer success.
Scope
Executes and guides all account activities to deliver an optimized, scalable, and quality-focused customer journey. Implements strategic plans and objectives for customers; supports tactical administrative duties.
Complexity
Provides oversight for and directly contributes to strategic plans that ensure successful ongoing support for customers. These plans often leverage analysis of situations or data that requires an in-depth knowledge of the customer, competitive environment, technology and economic or social implications of organization activities. Health and Welfare domain expertise will be leveraged in support of these activities.
Discretion
Erroneous decisions and actions may impact or negatively influence the overall success of client relationships and company operations.
Interaction
Regularly interacts with executives and/or major customers, and key internal stakeholders across the organization. Interactions frequently involve highly visible activities such influencing and collecting feedback from customers, influencing other executives, and representing the organization on matters of great significance.
Supervision
Functions as an instrumental role within a complete functional team with deep domain and process expertise.

Requirements

• 8+ years of experience within the Health and Welfare Employee Benefits Administration industry, in an outsourcing environment, servicing clients of various size and complexity.
• Career path that demonstrates consistency, increasing level of responsibility in scope and scale.
• Health and Welfare domain knowledge that demonstrates expertise in enrollment technology configuration, employee benefits processes, benefit program requirements, carrier and payroll exchanges, and a firm understanding of benefit services (e.g. Open Enrollment, COBRA, ACA, Call Center, Billing).
• General understanding of EDI data and file delivery management, including but not limited to requirements gathering, vendor file delivery, 834 and 5010 layouts, troubleshooting, and payroll file processes.
• Strong problem-solving skills with a solution-oriented mindset.
• Demonstrated mastery in project management and leading a team to successful and timely outcomes.
• Illustrate the pursuit of excellence in partnership with experience among all customer delivery touchpoints: sales, implementation, and retention.
• Exceptional data-driven and analytical problem-solving skills to identify trends as well as resolve complex inquiries from your customers and internal stakeholders.
• Ability to manage large complex projects and guide both internal and external resources effectively.
• Strong communication skills with great talent in driving clarity and solutions for customers; demonstrated resourcefulness in setting priorities and guiding investment in people and systems.
• Demonstrates strong presentation skills with the ability to lead customer meetings and teams with little to no direction. Participate in sales support meetings as required.

Responsibilities

• Serve as the primary point of contact for a portfolio of customers, ensuring seamless onboarding, implementation, and ongoing experience while driving adoption and outcomes leading to renewals, expansion, and advocacy across your portfolio.
• Build and maintain strong, consultative relationships with HR, payroll, and benefits stakeholders within the customer’s organization.
• Create and orchestrate ongoing documentation for customer specific processes.
• Review SOP documentation as it is created and maintained.
• Educate customers on the PlanSource products and system capabilities, industry best practices, and requirements related to system functionality.
• Monitor customer health sentiment and proactively identify risks or opportunities to promote satisfaction.
• Collaborate with internal resources to resolve customer concerns, project work, and ongoing delivery activities.
• Consult and manage all Open Enrollment activities to include but not limited to requirements gathering, project management, EDI integration management, and payroll.
• Manage and motivate to drive performance amongst support team members aligned to your book of business, with a strong eye toward customer satisfaction, efficiency, and employee engagement.
• Develop and execute strategic business plans with our customers with a focus on renewing existing business.
• Build and manage relationships with Sales, Business Development, and Operations teams.
• Become an expert in PlanSource’s product offerings and how to position solutions for customers to meet their strategic goals.
• Travel as requested (up to 25%) to visit partners and/or customers, to perform annual stewardship meetings, quarterly business review (QBR) presentations, complete training, and provide sales support.

Benefits

• Great benefits package, including a full suite of health benefits, a generous 401(k) Plan, unlimited PTO, paid parental leave, a strong rewards and recognition program, and a focus on mental health and well-being.
• An inclusive environment with Employee Resource Groups to join, volunteering days and the ability to donate to organizations of your choice through our recognition platform.
• The opportunity to work for a growing, established technology company, but work side-by-side with a small, dynamic team of talented professionals.
• Fast-paced environment with big goals and the opportunity to make a big impact.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed