About Benefitfocus:

Benefitfocus, Inc. is a leading provider of cloud-based benefits software solutions for consumers, employers, insurance carriers and brokers. Benefitfocus has served numerous consumers on its platform that consists of an integrated portfolio of products and services enabling clients to more efficiently shop, enroll, manage and exchange benefits information. With a user-friendly interface and consumer-centric design, the Benefitfocus Platform provides one place for consumers to access all their benefits. Benefitfocus solutions support the administration of all types of benefits including core medical, dental and other voluntary benefits plans as well as wellness programs.

Job Description:

Benefitfocus is searching for a Customer Success Manager to join our Customer Success Organization. This is a remote role. The Customer Success Manager (CSM) is responsible for developing high-trust relationships with Benefitfocus customers, measured through customer satisfaction, relationship health and customer retention. The CSM provides continuity and ensures a seamless experience spanning all stages of the customer lifecycle. This role requires a strong understanding of benefits administration, technology (particularly SaaS), business process outsourcing and strategic planning. The Customer Success Manager is an extension of his/her customer’s team, helping them to drive their desired outcomes while maximizing the value of their Benefitfocus solution.

Responsibilities:

• 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

Requirements:

• 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.

**For internal candidates, this role is the equivalent of a CSM, (IC7), role.**