Job Description
Customer Success Support, Public Sector
Customer Success Remote, United States
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Description
About Benefitfocus:
Benefitfocus unifies the entire U.S. benefits industry on a single technology platform to protect consumers’ health, wealth, property, and lifestyle. With one out of fourteen Americans electing their employee benefits using our technology, and $49 billion of annual transactions taking place on our solution, we have the ability to ignite the entire ecosystem and have embarked upon a journey to evolve into a true platform company: connecting buyers with sellers. With fresh thinking and a view towards what’s next, we’re committed to evolving our platform to deliver a world-class consumer benefits experience that is powered by artificial intelligence and enables better decision making across the entire ecosystem.
Job Description:
The Customer Success Support (CSS) associate is responsible for responding to customer product inquiries and resolving customer concerns raised during installation, operation, maintenance, or product application/compatibility matters. The CSS troubleshoots problems with malfunctioning software applications and recommends corrective action and documents customer information and recurring technical issues to support product quality programs and product development.
A candidate for this role should be a highly accomplished professional with broad expertise, unique knowledge, and specialized skills; they should have influence on peers within the team and lead by example. Additionally, this role requires strong interpersonal skills and technical product knowledge/expertise are critical to daily customer-centric activities.
Responsibilities:
- Respond to customer inquiries regarding product functionality or system issues; gather pertinent details from customer to properly assess and respond with action plan/resolution.
- Work directly with customers to troubleshoot, research, and resolve questions and issues within our products; Collaborate with other associates and resources required to resolve issues.
- Serve as key communication point for issues assigned and work to resolve complex issues while providing system knowledge and expertise. Consistently provide status updates for active issues for both the customer and internal associates.
- Document all communication and maintain accurate and up-to-date status of all triage actions performed within our issue management system.
- Effectively manage and prioritize customer issues; identify and escalate critical issues, as necessary.
- Collaborate with Customer Success Managers, Benefit Service Center associates, Solutions Consultants, and other internal teams to provide exceptional support during each customer’s annual Open Enrollment period.
- Participate in interviews and provides constructive feedback on potential CSS candidates.
- Lead internal training sessions and manage program-level/team-wide projects, including the development and documentation of new processes/process improvements for the CSS team.
- Observes, reports, and helps develop solutions for gaps (within processes, responsibilities, documentation, etc.) cross-functionally.
- Owns cross-functional projects regarding process improvements and case prevention.
- Demonstrates communication knowledge and possesses appropriate soft skills for ongoing relationship management. Also possesses the ability to deliver difficult messages and translate technical explanations into client-facing messaging.
- Regularly shares best practices to facilitate growth across the team.
- Exercises seasoned and well-respected judgement and networking ability in obtaining results.
- Providing cross-functional support for internal teams during development/deployment of customer specific projects to ensure solutions meet the customer need and will be successful in Production.
- Other duties as assigned.
Job Specific Knowledge & Skills:
- Excellent analytical, problem solving, time management, and multi-tasking skills.
- Ability to deliver quality results in a fast-paced environment.
- Strong verbal and written communication skills that focus on concise and informative content for internal and customer audiences.
- Experience developing strategies that drive success through delivering value and insight tailored to each unique customer.
- Proficient in Microsoft Excel, Access, and SQL, (SQL/Access not required but preferred).
- Experience with Data Exchange and file triage (EDI and/or Payroll integrations).
- Very limited travel, upon request.
Required Experience:
- B.S. or B.A. preferred.
- 3-5 years’ experience in Customer Success, Account Management or Back-to-base Sales roles
- Industry knowledge and experience highly preferred: Insurance, Benefits Administration, Benefits Consulting, SaaS, Healthcare, and/or BPO.
- Successful experience managing a portfolio of customers consisting of companies with a high-level of complexity, focus and intensity.
- Focused on establishing, maintaining, and growing broad and deep relationships within each customer account.
- Ability to uncover how a customer defines success and align that vision with the Benefitfocus solution to support a long-term mutual partnership.
- Anticipate, identify, and meet customers’ needs.
- Develop strategies that drive success through delivering value and insight relevant and unique to each customer.