Customer Success Lead

Position Summary:
The Customer Success Lead acts as a dedicated advocate for both clients and members, delivering a high level of personalized service and acting as the primary channel for external product support, education, and issue resolution. This role requires a proactive approach in building and maintaining relationships with internal and external clients, utilizing technology, expertise, and internal resources to resolve complex issues, educate clients, and ensure an exceptional experience for high-priority and VIP accounts.

Principal Duties & Responsibilities:

Client Advocacy & Issue Resolution:

• Serve as the primary point of contact for high-priority and VIP clients, ensuring exceptional support by addressing complex inquiries and issues promptly. (Advanced)
• Act as an intermediary to resolve member-related issues, especially where direct communication with clients is needed, by assessing client needs and facilitating effective solutions. (Advanced)
• Proactively recommend solutions, set realistic expectations, and deliver accurate information to clients regarding their benefits, account navigation, and utilization. (Intermediate)
• Educate participants on plan features, empowering them to maximize benefits and navigate the platform independently. (Intermediate)

Relationship Building & Collaboration:

• Build and foster strong relationships across the company by collaborating with colleagues in a team-oriented environment, focusing on meeting company, client, and member needs. (Advanced)
• Act as an Ameriflex ambassador, upholding the organization’s core values and projecting a positive, professional image in all client and member interactions. (Advanced)
• Collaborate with internal teams to offer solutions, identify process improvement opportunities, and promote best practices for client satisfaction and retention. (Intermediate)

Consultative & Analytical Support:

• Analyze and interpret data specific to VIP accounts, using insights to provide tailored support and identify trends in client needs. (Advanced)
• Use critical thinking skills to address client issues effectively, applying sound judgment in interpreting and adhering to relevant laws, regulations, and policies. (Advanced)
• Proactively assess complex client needs and provide consultative support, offering strategic insights to enhance the client experience. (Advanced)

Compliance & Documentation:

• Ensure strict compliance with HIPAA and other regulatory guidelines, maintaining confidentiality in all client interactions and documentation processes. (Advanced)
• Maintain accurate records of client interactions, documenting resolutions and tracking follow-ups as required to meet company standards for quality and reporting. (Intermediate)

Knowledge, Skills, and Abilities Required:

• Customer Success & Advocacy Skills:
• Proven experience in handling complex client inquiries, with an emphasis on consultative support and problem-solving. (Advanced)
• Ability to proactively recommend solutions and deliver client education tailored to individual needs. (Advanced)
• Communication & Relationship Management:
• Exceptional verbal, written, and presentation skills, with the ability to communicate clearly and persuasively across multiple channels (phone, email, chat). (Advanced)
• Demonstrated skill in building and maintaining strong relationships with clients and internal teams, with a focus on positive client experiences. (Advanced)
• Technical & Analytical Proficiency:
• Proficiency in data analysis, with the ability to draw insights and provide solutions based on client account data. (Intermediate)
• Knowledge of CRM tools and digital communication channels, with a high level of adaptability to new technology and tools. (Intermediate)
• Organizational & Time Management Skills:
• Strong multitasking abilities, with the capability to manage multiple priorities in a fast-paced, deadline-driven environment. (Advanced)
• Ability to manage flexible schedules, with the availability to work Monday-Friday between the hours of 7 a.m. to 8 p.m. CST

Credentials & Experience:

• Associate’s degree or four or more years of professional experience in a related field, with prior experience in benefits management, claims, insurance, or healthcare required.

Demonstrated success in customer service or client support roles, with at least 2 years of experience in a high-volume, complex environment.

NOTE: Starting pay for this position is between $19.23 - $24.04/HR.

BENEFITS

• Medical Insurance
• Vision Insurance
• Dental Insurance
• 401(k) Matching
• Flexible Spending Accounts
• Health Savings Accounts
• Disability & Life Insurance
• Employee Assistance Program
• LegalShield
• ID Shield
• Commuter Reimbursement Plan
• Tuition Reimbursement
• Bonus Pay

ADDITIONAL BENEFITS INCLUDE:

• Wellable membership
• Telescope Health (telehealth) through Accresa
• Intellect (mental health) application
• Employee engagement activities, including voluntary events, raffles, book club, and more!