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Customer Success Manager
Public Sector
Posted on 8/23/2022
Remote in USA
Experience Level
Desired Skills
  • B.S. or B.A. required
  • 5+ years' experience in Customer Success, Account Management or related roles
  • Open Enrollment Success: Drive the project planning for Open Enrollment and ensure that all milestones and key deliverables are accounted for and managed for a smooth OE experience for members and Employer partners
  • Build and maintain relationships with a portfolio of Public Sector customers through all stages of the customer lifecycle; Manage customer relationships to maximize desired outcomes for the customers while increasing customer satisfaction and retention
  • Stay abreast of industry and technology trends; Educate and advocate for customers on the basis of these trends
  • Demonstrate effective command of Benefitfocus governance and decision-making processes, products/solutions, organizational structures, and technology infrastructure
  • Lead the internal Benefitfocus team on behalf of the customer, motivating the team, coordinating across departments, anticipating and addressing needs, and ensuring the highest possible quality of work generated by the team
  • Drive annual open enrollment success with customers, partnering with each customer to develop actionable steps with assigned owners, timelines and measurements while anticipating and removing roadblocks and orchestrating multiple resources
  • Serve as main customer point of contact for escalated, critical Operations issues that impact our customers relationship with Benefitfocus and our technology. This includes prompt and clear communication when issues arise outlining impact, mitigation, root cause, and prevention
  • Other duties as assigned
Benefits management