Note: The job is a remote job and is open to candidates in USA. Lively, Inc. is a remote-first company focused on providing innovative benefit solutions to improve personal and financial wellness. The Technical Customer Success Manager will serve as a subject matter expert, assisting customers with EDI or integration setups and ensuring high levels of customer satisfaction.
Responsibilities
- Become a subject matter expert on customer support topics
- Facilitate and monitor EDI Feeds with new customers and their BenAdmin and/or Payroll providers
- Maintain a deep understanding of our product and speak with customers about the most relevant features/functionality for their specific requirements
- Maintain a high level of customer satisfaction by collecting and structuring customer feedback & working closely with internal teams to prioritize requests
- Learn Lively’s Employer product functionality and understand the architecture and technical tools needed to help analyze and triage issues as they arise
- Write and manage technical documentation for internal teams and external customers
Skills
- 2+ years of client facing experience
- Exceptional level of customer support to enterprise customers
- Strong project management, organizational, and interpersonal skills
- Excellent verbal and written communication skills
- Exceptional attention to detail
- Passion for technology and being a part of a fast-growing SaaS company
- Experience working with cross-functional teams (e.g. Sales, Product, Marketing, Engineering)
- Skilled at writing feature requests or bug tickets for our product and engineering teams
- Basic understanding of EDI Feeds, SFTP, and API's
- Familiarity with Salesforce CRM
- Experience using Jira
- Proactive in your communication style, open to raising and escalating issues internally where necessary
- Willingness and flexibility to support high customer volume during our busy Open Enrollment season, roughly November through the end of January each year
- Comfortable working with a high level of adaptability and flexibility in a fast-paced environment
- You're driven; no one needs to push you to excel; it's just who you are
- Applicants must be currently authorized to work in the United States on a full-time basis with no sponsorship needed now, or in the future
Benefits
- Stock options
- Medical
- Dental
- Vision
- Life and disability coverage
- An HSA with employer contribution
- FSA
- Paid parental leave
- Medical travel benefits
- A 401k plan
- Flexible vacation policy
- Lifestyle spending accounts
- #LI-Remote
Company Overview