Customer Success Coordinator

About the role

As the Customer Success Coordinator, you 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 is a remote role open to candidates anywhere in the US, with preference given to those who can work in CST and EST timezones.

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 employee well-being.
• Global reach and inclusive culture where every voice matters.

Pay

Salary: $25.00 - $26.50 per hour.