Customer Success Lead
Skills
Analytical SkillsBenefits ManagementBusinessCustomer ServiceCustomer SuccessCustomer SupportEmerging Technologies
What the job involves
The main requirements, responsibilities and hiring steps.
Requirements
- Proven experience handling complex and escalated client inquiries
- Ability to recommend solutions and provide tailored education
- Exceptional verbal written and presentation skills
- Skill in building and maintaining strong relationships
- Proficiency in data analysis and process improvement insights
- Knowledge of CRM tools and digital communication channels
- Strong multitasking abilities in a fast-paced environment
- Associate's degree or four years of related professional experience
- Prior experience in benefits management claims insurance or healthcare
- At least 2 years of customer service or client support experience in a high-volume complex environment
Nice to have
- Consultative
- Proactive
- Collaborative
- Adaptable
- Detail-oriented
Day to day
- Serve as a primary contact for complex client and member issues, resolving escalations with prompt and accurate support.
- Educate participants on plan features and account navigation so they can use benefits effectively and independently.
- Collaborate with internal teams and customer advocates to improve processes, strengthen relationships, and maintain exceptional service.