Employer: Benefitfocus
Description
Benefitfocus, Inc. (NASDAQ: BNFT) 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 shop, enroll, manage and exchange benefits information more efficiently. 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.
Benefitfocus is searching for a Customer Success Manager to join our Customer Success Organization. This is a remote role. The Mid-market 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:
- Demonstrates extensive knowledge of the platform and file processes.
- Demonstrates fundamental communication and soft skills needed to facilitate client calls and interactions without involvement from leadership.
- CSM should be well-versed in tactfully delivering unfavorable messages, including providing alternative solutions.
- CSM should possess the ability to receive technical messages and convert them into easily understandable, client-facing messages with minimal involvement from outside parties.
- Demonstrates extensive knowledge of Medical Carrier and BenefitPlace Partner Standards, including how to construct and execute non-standard solutions within current business processes.
- OP365 case submission process and workflow.
- Health Process.
- Change Request Process.
- Escalation Process.
- Open Enrollment Readiness and Program Management.
- Governance Execution.
- 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.
- Other duties as assigned
Requirements:
- Bachelor’s Degree strongly preferred.
- 5-7 years of customer management experience.
- GBA (preferred).
- Previous SAAS experience.
Benefitfocus is committed toproviding a diverse and inclusive workplace in whichequality, representation and respect create a culture of belonging. It is Benefitfocus’ policy to encourage diversity in hiring, recognizing that this enriches the work environment for all Benefitfocus Associates and that a broad variety of perspectives enhances decision-making and creativity. Qualified applicants will receive consideration for employment without regard to their age, race, religion, national origin, gender, sexual orientation, gender identity, protected veteran status or disability. Benefitfocus is an Equal Opportunity Employer Minority/Female/Disability/Veteran.