Customer Success Coordinator
Harris Computer
- Wisconsin
- Permanent
- Full-time
- Onboard new and existing clients: Introduce clients to Medicare Edge Platform and onboarding process and procedures. Manage client and internal team timelines to ensure a timely delivery of the finished platform.
- Continuously educate clients on platform and Connecture process through individual issues, client training, and platform education
- Issue resolution: Problem solve and work with client and internal teams to timely resolve platform issues while keeping all parties informed.
- Maintenance and Customer Service: Provide exceptional customer service via the telephone and/or Internet (e.g., support tickets, hotline, email). Communicate with the customers and update them on issue status and resolution.
- Monitor and evaluate project activity and report on progress to project managers and leadership.
- 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.
- Improve internal processes to better run the Medicare Edge program.
- Work as a team. Our immediate team and Connecture as a whole.
- Work across the entire company to ensure program success and client requirements are met.
- Maintain client SLA and project timelines for a scheduled site launch and timely issue resolution.
- Support, when needed, other teams and cross functional projects.
- 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 and prioritize
- 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
- Ability to recognize areas of improvement and propose those to the team for continual process improvement
- Collaborative team player
- Willing to take risks
- Accountable
- Quick learner
- Microsoft Office products, including Word, Excel, Outlook a plus
- Atlassian suite of products experience a plus
- SaaS implementation experience a plus
- Medicare industry knowledge a plus
- Ideally 1-3 years experience managing customers, but not required.