Customer Success Coordinator

PlanCompare Edge Customer Success Coordinator is a client support role that works directly with PlanCompare Edge clients to onboard, train and maintain their PlanCompare Edge SaaS platform.

This role works across the entire company to ensure Client needs are met. It also works closely with PlanCompare Edge Customer Success Manager that oversees program needs are met.

We are looking for a collaborative problem solver that enjoys working with people.

• Onboard new and existing clients : Introduce clients to Medicare Edge Platform and onboarding process and procedures. Manage client and internal team timelines to ensure a timely delivery of the finished platform.
• Continuously educate clients on platform and Connecture process through individual issues, client training, and platform education
• Issue resolution : Problem solve and work with client and internal teams to timely resolve platform issues while keeping all parties informed.
• Maintenance and Customer Service : Provide exceptional customer service via the telephone and / or Internet (e.g., support tickets, hotline, email).

Communicate with the customers and update them on issue status and resolution.

• Monitor and evaluate project activity and report on progress to project managers and leadership.
• Handle customer inquiries and resolve support inquires. Coordinate with customer for replication steps and triaging information.

Communicate internally with CSM and internal teams to replicate and resolve client reported issues and regularly provide updates to clients.

• Assist with regular reporting, data file collection, validation and SLA’s.
• Improve internal processes to better run the Medicare Edge program.
• Work as a team. Our immediate team and Connecture as a whole.
• Work across the entire company to ensure program success and client requirements are met.
• Maintain client SLA and project timelines for a scheduled site launch and timely issue resolution.
• Support, when needed, other teams and cross functional projects.

Skills required :

• Project management, critical thinking, problem solving, resolving issues, setting customer expectations, customer training support, and building customer relationships.
• Logically thinking through customer problems, and issues to problem solve and determine the underlying issue and resolution.
• Ability to follow instructions well and quickly adapt to changing priorities
• Self-starter, ability to manage to deadlines with little to no direct supervision
• Ability to self-research through Connecture’s online educational tools and other resources
• Verbal and written communication
• Listening and problem-solving skills; ability to proactively address issues and coordinate solutions
• Ability to multi-task and work in a fast-paced environment and prioritize
• Prioritization savvy ability to determine appropriate priorities, responsive to urgent requests,
• Ability to escalate as appropriate
• Work within the ebbs and flows of the implementation cycle / calendar

Supervisory Responsibility :

This position has no supervisory responsibilities.

Required Qualifications :

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Ability to recognize areas of improvement and propose those to the team for continual process improvement
• Collaborative team player
• Willing to take risks
• Accountable
• Quick learner
• Microsoft Office products, including Word, Excel, Outlook a plus
• Atlassian suite of products experience a plus
• SaaS implementation experience a plus
• Medicare industry knowledge a plus
• Ideally 1-3 years experience managing customers, but not required.

Working Environment :

This is a remote position. You must be able to self-motivate and work unsupervised with regular check ins and deadlines.

This role may occasionally come into contact with Protected Health Information, Personal Identifiable Information or Privacy Records, and it is essential that all employees adhere to confidentiality requirements as outlined in the Employee Handbook and Harris’ Security and Privacy policies, as well as apply the concepts learned in the annual Security Awareness training.

Expected Hours of Work :

Some flexibility in hours is allowed, but the employee must be available during the "core" work hours.

Travel : Annual

Annual

AAP / EEO Statement

Harris Computer is an EEO / AA / Disability / Vets Employer.

Other Duties :