As a Carrier Customer Success Manager at Benefitfocus, you will play a key role in managing operational support and communications with Benefitfocus customers. You will work with a dynamic group of business professionals in an environment where your input and efforts are valued and rewarded. You will collaborate with Benefitfocus Engineering, Professional Services, Data Services, and Service Center teams to ensure the delivery of high quality application features that will provide the maximum benefit to our customers.
The Carrier Customer Success Manager serves as the relationship owner for healthcare providers. You will manage customer communications, prioritize and escalate customer issues, coordinate and run meetings, plan and manage open enrollment activities, and represent Benefitfocus in all customer interactions.
*This position supports our West Coast customers, and the working hours are 11:30am-8:30pm*
Responsibilities:
Build and maintain relationships with customers and internal resources through all stages of the customer lifecycle
Drive strategic partnership with customer using a consultative approach for optimizing the Benefitfocus offering
Lead the internal Benefitfocus team on behalf of the customer, motivating the team, coordinating across teams, anticipating and addressing needs, and ensuring the highest possible quality of work generated by the team
Demonstrate effective command of Benefitfocus governance and decision-making processes, products/solutions, organizational structures, and technology infrastructure
Work with the customer and internal resources to prioritize tasks, defects, and change requests
Create and conduct presentations during executive meetings and onsite customer visits, traveling when necessary
Manages and maintain ongoing operations calls engaging appropriate internal counterparts as necessary.