Customer Success Coordinator
This remote role welcomes candidates anywhere in the US, with preference given to those who can work in CST and EST timezones.
About the role
The Customer Success Coordinator will help manage incoming requests from customers, coordinate with internal teams to address requests and issues, and handle other assorted tasks as assigned during the annual implementation cycle for all Medicare customers. You will provide support for projects as assigned, which may include internal improvement projects, documentation projects, or customer-specific projects. You will also assist with reporting as needed (downloading, creating, and distributing). This position is not static and is subject to change as Connecture’s and the Department’s needs evolve.
Responsibilities
- Services Coordinator (45%)
- 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.
- Customer Service (45%)
- Provide customer service via telephone, support tickets, instant message, or email.
- Assist with outbound customer communications as instructed.
- Handle customer inquiries and resolve support issues.
- Coordinate with customers if additional information is needed.
- Manage inquiries requiring involvement from others through successful completion.
- Assist with data file collection, validation, and issue resolution.
- Perform other customer service duties as requested.
- Administration (10%)
- Perform administrative duties as assigned.
Requirements
- Experience working with all levels in an organization, both internal and customer-facing.
- 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 with the ability to manage deadlines with little to no direct supervision.
- Strong verbal and written communication skills.
- General technical knowledge needed to support customers.
- Ability to recognize areas of improvement and propose solutions for continual process improvement.
- Collaborative team player and quick learner.
- Proficiency in Microsoft Office products, including Word, Excel, Visio, and MS Project.
Qualifications
- 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, respond to urgent requests, and escalate as needed.
- SaaS implementation experience is a plus.
- Medicare industry knowledge is a plus.
Benefits
- Comprehensive medical, dental, and vision benefits.
- 3 weeks of vacation plus 5 personal days to recharge.
- Employee stock ownership and RRSP program.
- Culture for growth and world-class career development programs.
- Focus on sustainability and global reach.
- Top-notch employee health and well-being benefits.
- Inclusive environment where every voice matters.
Pay
$25.00 - $26.50 per hour
About Us
For nearly two decades, ConnectureDRX’s vast network of health plan data has brought carriers, FMOs, and brokers together to simplify selling health plans and help millions of consumers find and enroll in their best-fit Medicare plans every year.
Harris Computer, the parent company of ConnectureDRX, provides mission-critical software solutions for the Public Sector, Healthcare, Utilities, and Private Sector verticals throughout North America, Europe, Asia, and Australia. Harris offers a comprehensive benefit package, a casual work environment, and opportunities for professional growth. The company is financially strong, owned by the largest software company in Canada (Constellation Software Inc.), and fosters an award-winning culture.