Customer Success Coordinator

This is a remote role open to candidates anywhere in the U.S., with preference given to those who can work in CST or EST time zones.

About the role

The Customer Success Coordinator helps manage incoming customer requests, coordinates with internal teams to address those requests and issues, and handles other tasks during the annual implementation cycle for all Medicare customers. You will support assigned projects—such as internal improvement initiatives, documentation efforts, or customer-specific projects—and assist with reporting (downloading, creating, and distributing reports). The position is dynamic and may evolve as Connecture’s and the department’s needs change.

Responsibilities

• Services Coordinator (45%)
  • Support customer success and operations management functions.
  • Assist customer success managers and operations personnel in coordinating and completing projects.
  • Provide administrative and technical support: scheduling, preparing customer communications or presentations, monitoring timelines, attending meetings, and acting as a liaison to various departments.
  • Communicate issues, problems, or additional information to customer success managers and recommend solutions.
  • Monitor and evaluate project activity; report 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 through to completion when other teams must be involved.
  • 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 of an organization, both internal and customer-facing.
• Ability to work directly with customers, vendors, and other service providers unsupervised.
• Customer management skills: project management, issue resolution, setting expectations, customer training support, and relationship building.
• Ability to follow instructions and quickly adapt to changing priorities.
• Self-starter who can manage deadlines with little or no direct supervision.
• Strong verbal and written communication skills.
• General technical knowledge needed to support customers.
• Ability to recognize areas of improvement and propose process enhancements to the team.
• Collaborative team player and quick learner.
• Proficiency in Microsoft Office products, including Word, Excel, Visio, and MS Project.

Preferred 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: determining appropriate priorities, responding to urgent requests, and escalating as needed.
• SaaS implementation experience.
• Medicare industry knowledge.

Benefits

• Comprehensive medical, dental, and vision benefits.
• 3 weeks of vacation plus 5 personal days.
• Employee stock ownership and RRSP program.
• Culture for growth and world-class career development programs.
• Top-notch employee health and well-being benefits.
• Focus on sustainability and global reach.

Pay

$25.00 - $26.50 per hour