Provide support to customer success and operations management functions.
Assist customer success managers and operations personnel in the coordination and completion of implementations and projects.
Provide administrative and technical support such as 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.
Responsibilities - Customer Service 45%
Provide customer service via the telephone and/or Internet (e.g., support tickets, instant
message, email).
Communicate with the customers and update them on issue status and resolution.
Handle customer inquiries and resolve support inquires. Coordinate with customer for replication steps and triaging information. Communicate internally with CSM and internal teams to replicate and resolve client reported issues and regularly provide updates to clients.
Assist with regular reporting, data file collection, validation and SLA’s.
Responsibilities - Administration 10%
Perform administrative duties as assigned.
Skills/ Experience Required
Experience working with all levels in an organization, both internal and customer organizations
Ability to work unsupervised directly with customers, vendors, and other service providers.
Skills
Skills required include including project management, critical thinking, problem solving, resolving issues, setting customer expectations, customer training support, and building customer relationships.
Logically thinking through customer problems, and issues to problem solve and determine the underlying issue and resolution.
Ability to follow instructions well and quickly adapt to changing priorities
Self-starter, ability to manage to deadlines with little to no direct supervision
Ability to self-research through Connecture’s online educational tools and other resources
Verbal and written communication
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, responsive to urgent requests, ability to escalate as appropriate
Work within the ebbs and flows of the implementation cycle/calendar
General Requirements
Ability to recognize areas of improvement and propose those to the team for continual process improvement
Collaborative team player
Quick learner
Microsoft Office products, including Word, Excel, Outlook
Atlassian suite of products experience a plus
SaaS implementation experience a plus
Medicare industry knowledge a plus
We at Connecture are looking for a Customer Success Coordinator to take on responsibly for a wide variety of tasks in support of the Customer Success team. You will be customer-facing and requires being a self-starter who can proactively address issues and coordinate solutions, adapting to changing priorities as identified or instructed.
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. Projects may include, but not be limited to, internal improvement projects, internal or external documentation projects, customer-specific projects, etc. and assist with reporting as needed (downloading/creating and distributing).
NOTE: This position is not static and is subject to change as Connecture’s and the Department’s needs change.
