[Hiring] Customer Success Manager @Plansource

Role Description

The Customer Success Manager is responsible for leading customer relationships within the benefits administration industry that promotes customer satisfaction, loyalty, retention, and growth. This role will work under the supervision of the Director of Customer Success and is a key member of a team of subject matter experts involved in all activities related to benefits administration for their book of business.

• 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.
• 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 including requirements gathering, project management, EDI integration management, and payroll.
• Manage and motivate support team members aligned to your book of business, focusing on customer satisfaction, efficiency, and employee engagement.
• Develop and execute strategic business plans with customers focusing 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 for annual stewardship meetings, quarterly business review (QBR) presentations, training, and sales support.

Qualifications

• 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 demonstrating consistency and increasing levels of responsibility in scope and scale.
• Health and Welfare domain knowledge including expertise in enrollment technology configuration, employee benefits processes, benefit program requirements, carrier and payroll exchanges, and understanding of benefit services (e.g. Open Enrollment, COBRA, ACA, Call Center, 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 with a solution-oriented mindset.
• Demonstrated mastery in project management and leading a team to successful and timely outcomes.
• Exceptional data-driven and analytical problem-solving skills to identify trends and resolve complex inquiries.
• Ability to manage large complex projects and guide both internal and external resources effectively.
• Strong communication skills with talent in driving clarity and solutions for customers.
• Demonstrates strong presentation skills with the ability to lead customer meetings and teams with little to no direction.

Benefits

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