Carrier Customer Success Manager

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.

• BA/BS degree required
• Minimum of four years proven success in a Customer Relationship Management / Account Management role
• Excellent time management skills: able to manage project timelines and deliverables
• An aptitude for analyzing and researching customer issues independently
• Strong problem solving, negotiation, and follow-up skills
• Proven ability to work with and implement process development and improvement initiatives
• Experience working with Software as a Service (SaaS) / web-based applications
• Experience working in a high growth software/technology environment
• Must be available to work 11:30am - 8:30pm

Success Measures:

• The on-time execution of the client s strategic initiatives
• The facilitation of and follow through on customer commitments
• Score on Carrier Management survey that measures carrier account management relationship success
• Required audits confirm that we have the proper meeting cadence and support in place for each customer
• Strong collaboration and relationships with internal and external stakeholders