Customer Success Manager Jobs

About The Position

Requirements

• At least 8 years of experience in the Health and Welfare Employee Benefits Administration industry, in an outsourcing environment servicing clients of varying size and complexity.
• A career history demonstrating consistency and increasing responsibility in scope and scale.
• Expertise in Health and Welfare, including enrollment technology configuration, employee benefits processes, benefit program requirements, carrier and payroll exchanges, and benefit services such as Open Enrollment, COBRA, ACA, Call Center, and Billing.
• General understanding of EDI data and file delivery management, including requirements gathering, vendor file delivery, 834 and 5010 layouts, troubleshooting, and payroll file processes.
• Strong problem-solving skills and a solution-oriented mindset.
• Demonstrated mastery of project management and the ability to lead a team to successful, timely outcomes.
• Ability to partner effectively across customer delivery touchpoints, including sales, implementation, and retention.
• Strong data-driven and analytical problem-solving skills to identify trends and resolve complex customer and stakeholder inquiries.
• Ability to manage large, complex projects and guide internal and external resources effectively.
• Strong communication skills, including the ability to provide clarity and solutions, set priorities, and guide investment in people and systems.
• Strong presentation skills and the ability to lead customer meetings and teams with little to no direction.

Responsibilities

• Serve as the primary contact for a portfolio of customers, supporting onboarding, implementation, ongoing experience, adoption, outcomes, renewals, expansion, and advocacy.
• Build and maintain consultative relationships with customer HR, payroll, and benefits stakeholders.
• Create and coordinate documentation for customer-specific processes, and review standard operating procedure documentation as it is created and maintained.
• Educate customers on PlanSource products and system capabilities, industry best practices, and requirements related to system functionality.
• Monitor customer health and sentiment, proactively identifying risks and opportunities to promote satisfaction.
• Collaborate with internal resources to resolve customer concerns and support project work and ongoing delivery activities.
• Consult on and manage Open Enrollment activities, including requirements gathering, project management, EDI integration management, and payroll.
• Manage and motivate support team members aligned to the customer portfolio, with attention to customer satisfaction, efficiency, and employee engagement.
• Develop and execute strategic customer business plans focused on renewing existing business.
• Build and manage relationships with Sales, Business Development, and Operations teams.
• Develop expertise in PlanSource product offerings and position solutions to help customers meet strategic goals.
• Travel as requested, up to 25%, to visit partners or customers, conduct annual stewardship meetings and quarterly business reviews, complete training, and provide sales support.
• Lead customer meetings and teams, and participate in sales support meetings as required.

Benefits

• Comprehensive health coverage with multiple medical plan options, all covering 100% of in-network preventive care.
• Employer-funded Health Savings Account, with up to $1,000 annually for family coverage.
• Dental and vision plans, including 100% coverage for routine dental care, a $250 vision frame allowance, and $0 employee-only vision premiums.
• 401(k) with immediate vesting and a 50% company match up to 6% of contributions.
• Paid parental leave, adoption assistance, and fertility benefits.
• Flexible PTO, paid holidays, work-life balance culture, and Flex Fridays in the summer.
• Mental health and wellbeing support, including an Employee Assistance Program, movement resources, and wellness resources.
• Rewards and recognition programs, including peer recognition, awards, and quarterly recognition initiatives.
• Career development paths, internal mobility, and opportunities to take on new challenges.