Note: The job is a remote job and is open to candidates in USA. Connecture, Inc. is seeking a Customer Success Coordinator to support Medicare customers during annual implementation cycles. The role manages customer requests, coordinates with internal teams, supports projects and reporting, provides customer service, assists with data file collection and validation, and performs administrative duties.
Responsibilities
- Provide support to customer success and operations management functions
- Assist customer success managers and operations personnel in the coordination and completion of projects
- Provide administrative and technical support such as scheduling, preparing customer communications or presentations, monitoring timelines, attending meetings, and acting as liaisons to various departments and organizations
- Communicate any issues, problems, or additional information to customer success managers and recommend solutions
- Monitor and evaluate project activity and report on progress to project managers and leadership
- Provide customer service via the telephone and/or Internet (e.g., support tickets, instant message, email). Assist with outbound customer communications as instructed
- Handle customer inquiries and resolve support inquires. Coordinate with customer if additional information is needed. If the nature of the inquiry requires involvement from others, manage the inquiry/response through successful completion
- Assist with data file collection, validation, issue resolution
- Perform other customer service duties as requested
- Perform administrative duties as assigned
Skills
- Experience working with all levels in an organization, both internal and customer organizations
- Ability to work directly with customers, vendors, and other service providers unsupervised
- Customer management skills including project management, resolving issues, setting customer expectations, customer training support, and building customer relationships
- Ability to follow instructions well and quickly adapt to changing priorities
- Self-starter, ability to manage to deadlines with little to no direct supervision
- Verbal and written communication
- General technical knowledge needed to support customers
- Ability to recognize areas of improvement and propose those to the team for continual process improvement
- Collaborative team player
- Quick learner
- Microsoft Office products, including Word, Excel, Visio, and MS Project
- Listening and problem-solving skills; ability to proactively address issues and coordinate solutions
- Ability to multi-task and work in a fast-paced environment
- Prioritization savvy – ability to determine appropriate priorities, responsive to urgent requests, ability to escalate as appropriate
- This remote role welcomes candidates anywhere in the US
- Preference will be given to candidates who can work in CST and EST timezone
- SaaS implementation experience a plus
- Medicare industry knowledge a plus
Benefits
- Culture for Growth
- Top Notch Employee Health & Well Being Benefit
- Every Voice Matters
- Global Reach
- Careers with Purpose
- World Class Career Development Programs
- Focus On Sustainability
- Comprehensive medical, dental, and vision benefits
- 3 weeks of vacation plus 5 personal days to recharge
- Employee stock ownership and RRSP program
- A casual work environment
- Opportunity to learn
- We empower our employees to make a difference
- An award-winning culture
- We are financially strong and we are owned by the largest software company in Canada (CSI)
- We have fun
Company Overview