Customer Success Support, Public Sector

Customer Success Support, Public Sector

Customer Success

Remote, United States

Description

About Benefitfocus:

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 more efficiently shop, enroll, manage and exchange benefits information. 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.

Job Description:

Benefitfocus is searching for a Customer Success Specialist to join our Customer Service Organization. This is a remote role. The Customer Success Support Specialist (CSS) is responsible for developing high-trust relationships with Benefitfocus customers as well as responding to and resolving customer inquiries in a timely and professional manner for highly customizable Benefitfocus products. The primary functions of the CSS role include triaging system issues, collaborating internally to ensure items are resolved with the highest quality, and providing cause and resolution details to customers. This role requires strong analytical skills, excellent written communication, and the ability to excel in a fast-paced and team-oriented environment.

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 Benefit Service Center associates, Solutions Consultants, and other internal teams to provide exceptional support during each customer’s annual Open Enrollment period.
• Other duties as assigned.

Requirements:

• 4+ years of experience as in Business Analyst in a similar industry.
• 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.
• Anticipate, identify, and meet customers’ needs.
• Excellent analytical, problem solving, time management, and multi-tasking skills.
• Ability to deliver quality results in a fast-paced environment.

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.