Customer Success Manager
Public Sector
Posted on 4/13/2023

1,001-5,000 employees

Benefits management
Company Overview
Benefitfocus is a cloud-based benefits administration technology company on a mission to improve lives with benefits. Benefitfocus makes it easier than ever to simplify and streamline benefits administration and reduce health care and benefit costs.
Remote in USA
Experience Level
Desired Skills
Sales & Account Management
  • Acts as a positive influence on peers within the team and leads by example
  • Manages program-level and team-wide projects, including the development and documentation of new processes/process improvement for the CSM team
  • Hosts internal training sessions regularly
  • Regularly shares best practices with others to facilitate growth across the team
  • Demonstrates extensive knowledge of the platform, import and EDI processes
  • Demonstrates fundamental communication and soft skills needed to facilitate client calls and interactions without involvement by leadership
  • CSM should be well-versed and confident in tactfully delivering unfavorable messages, including providing alternative solutions and action plans
  • CSM should possess the ability to receive technical messages and convert them into easily understandable, client-facing messages without involvement from outside parties
  • Demonstrates extensive knowledge of business standards and what procedures should be executed when constructing solutions to meet client needs outside of them
  • OP365 case submission process and workflow
  • Change Request Process
  • Open Enrollment Readiness and Program Management
  • Demonstrates the ability to solution through non-standard client requests, without involvement from leadership
  • Demonstrates the ability to identify and pursue non-standard client requests and carry the requests through the contracting process without involvement from leadership
  • Demonstrates the ability to manage both revenue generating and non-revenue generating projects successfully through on time delivery
  • Inbound/Outbound Integrations
  • Demonstrates the ability to facilitate client level escalations successfully through resolution without involvement from leadership
  • Construct client-facing messaging to facilitate escalation mitigation
  • Managing client communication throughout the escalation process, with no involvement from leadership
  • Other duties as assigned
  • Bachelor's degree (or equivalent)
  • Strong organizational skills, attention to detail and the ability to manage multiple projects with tight deadlines
  • Excellent oral and written communication skills and ability to effectively communicate with internal and external contacts
  • Client focused, proactive and results oriented with ability to support clients across multiple location
  • Exposure and skills to work with key productivity tools - MS Office, SQL, Jira, Zoom, etc