Customer Success Manager

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:

• Build and maintain relationships with a portfolio of Employer customers through all stages of the customer lifecycle; Manage customer relationships to maximize desired outcomes for the customers while increasing customer satisfaction and retention

• Stay abreast of industry and technology trends; Educate and advocate for customers on the basis of these trends.

• Demonstrate effective command of Benefitfocus governance and decision-making processes, products/solutions, organizational structures, and technology infrastructure

• Lead the internal Benefitfocus team on behalf of the customer, motivating the team, coordinating across departments, anticipating and addressing needs, and ensuring the highest possible quality of work generated by the team

• Drive annual open enrollment success with customers, partnering with each customer to develop actionable steps with assigned owners, timelines and measurements while anticipating and removing roadblocks and orchestrating multiple resources

• 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
• Facilitate customer meetings that measure progress and business impact; Some travel required

Education, Experience and Training required:

• B.S. or B.A. required
• 7+ 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, BPO

Success Measures: The success of a Customer Success Manager is ultimately measured by their ability drive the desired outcomes of our customers while maximizing the value of their Benefitfocus solution.

• Customer Satisfaction: Ensure maximum customer participation in relationship and transactional surveys; follow established closed-loop follow up processes to ensure resolution to any issue causing dissatisfaction
• Customer Retention Rates: Meet or exceed targeted customer retention metrics
• Regular and Proactive Communication: Participate in and drive quarterly business reviews to analyze support for each customer, agree on action plans for any outstanding issues to drive resolution, and provide insight on upcoming release features that will add value for the customer
• Open Enrollment Success: Drive the project planning for Open Enrollment and ensure that all milestones and key deliverables are accounted for and managed for a smooth OE experience for members and carrier partners