Customer Success Coordinator

About the Role

Connecture is seeking a Customer Success Coordinator to join our growing team. This remote role is open to candidates anywhere in the US, with preference given to those in CST and EST time zones. The position involves managing incoming customer requests, coordinating with internal teams, and handling various tasks during the annual implementation cycle for Medicare customers. The role is dynamic and may evolve based on the changing needs of Connecture and the department.

Responsibilities

• Services Coordinator (45%):
  • Provide support to customer success and operations management functions.
  • Assist customer success managers and operations personnel in project coordination and completion.
  • Offer administrative and technical support, including scheduling, preparing customer communications, monitoring timelines, 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, reporting progress to project managers and leadership.
• Customer Service (45%):
  • Provide customer service via telephone, support tickets, instant message, and email.
  • Assist with outbound customer communications as instructed.
  • Handle customer inquiries and resolve support issues.
  • Coordinate with customers for additional information and manage inquiries requiring involvement from others.
  • Assist with data file collection, validation, and issue resolution.
• Administration (10%):
  • Perform assigned administrative duties.

Requirements

• Experience working with all levels of internal and customer organizations.
• Ability to work directly with customers, vendors, and service providers unsupervised.
• Customer management skills, including project management, issue resolution, setting expectations, training support, and relationship building.
• Ability to follow instructions and adapt quickly to changing priorities.
• Self-starter with the ability to manage deadlines with minimal supervision.
• Strong verbal and written communication skills.
• General technical knowledge to support customers.
• Ability to recognize areas for improvement and propose solutions.
• Collaborative team player and quick learner.
• Proficiency in Microsoft Office products (Word, Excel, Visio, MS Project).

Qualifications

• Listening and problem-solving skills, with the ability to proactively address issues.
• Ability to multi-task in a fast-paced environment.
• Prioritization skills, including responsiveness to urgent requests and appropriate escalation.
• SaaS implementation experience (a plus).
• Medicare industry knowledge (a plus).

Benefits

• Culture for growth.
• Top-notch employee health and well-being benefits.
• Comprehensive medical, dental, and vision benefits.
• 3 weeks of vacation plus 5 personal days.
• Employee stock ownership and RRSP program.

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, helping millions of consumers find and enroll in their best-fit Medicare plans annually.

Harris Computer provides mission-critical software solutions for the Public Sector, Healthcare, Utilities, and Private Sector verticals throughout North America, Europe, Asia, and Australia. Working for Harris offers a casual work environment, superior customer service, and comprehensive benefits, empowering employees to make a difference and achieve personal and professional goals.