ezICHRA Customer Success Manager

Job Overview We are seeking a dynamic and customer-focused ICHRA (Individual Coverage Health Reimbursement Arrangement) Customer Success Manager to join our team. The ideal candidate will be responsible for ensuring a smooth and positive experience for our ezICHRA customers as they navigate the implementation and ongoing management of their ICHRA plans. This role involves building strong relationships with customers, providing strategic guidance, and offering support to ensure their satisfaction and success in utilizing the ICHRA model. Key Responsibilities Customer Onboarding & Implementation: Guide customers through the process of setting up and launching their ICHRA plans, ensuring smooth integration with customers' internal management systems, helping customers understand the features, compliance requirements, and best practices, and providing plan advisory assistance during the employee plan selection process. Timely Enrollment & Payment Processing: Ensure that employee enrollments are processed accurately and on time, that all payments related to the ICHRA program are made promptly, address any issues related to delays in enrollment or payment, and ensure timely resolution. Customer Education & Training: Deliver training and informational sessions to customers and their teams, educating them on ICHRA plan features, regulations, and optimization strategies to maximize the value of their plans. Ongoing Customer Support: Serve as the primary point of contact for all ICHRA-related inquiries; proactively address any issues, troubleshoot problems, and offer solutions to ensure customers' success with their plans. Renewal & Retention: Manage the renewal process with customers, collaborating with the ezICHRA Analyst team to ensure ICHRA contributions are updated within the customer's ezICHRA Platform Tech, proactively preparing customers for annual renewals, and addressing renewal-related questions or concerns to facilitate a smooth renewal process. Strategic Account Management: Develop deep, trusted relationships with key customer stakeholders, regularly check in with customers to assess satisfaction, and identify opportunities for improvement or growth. Plan Optimization & Problem Solving: Collaborate with customers to review usage data, suggest improvements, and implement changes to increase efficiency and cost-effectiveness of their ICHRA plans. Collaboration with Cross-Functional Teams: Work closely with Sales, ezICHRA Platform Tech, Analyst, Marketing, and Compliance teams to relay customer feedback, recommend improvements, and ensure the delivery of exceptional customer experience. Compliance & Regulatory Guidance: Keep customers informed about changes in healthcare regulations and ICHRA-related compliance requirements, and provide guidance to ensure plans remain compliant with federal, state, and local laws. Performance Reporting: Track and report on customer success metrics such as engagement, retention, and overall satisfaction, and utilize data to proactively identify opportunities for improvement. Qualifications Education & Experience: Bachelor's degree in business, Healthcare Administration, or a related field (or equivalent experience) and 3+ years of experience in customer success, account management, or a customer-facing role, preferably in the health insurance or benefits industry. Life & Health Insurance License: Company paid if not already licensed. Knowledge & Skills: Strong understanding of ICHRA, healthcare benefits, and individual health insurance plans; proven ability to manage customer relationships and deliver exceptional service; excellent communication and interpersonal skills with the ability to explain complex concepts clearly; strong problem-solving skills with a solution-oriented mindset; ability to work in a fast-paced, dynamic environment and manage multiple priorities effectively; proficiency with CRM systems, customer management tools, and data analysis. Preferred Qualifications Experience with ICHRA administration platforms or benefits management software. Knowledge of healthcare regulations such as ACA, ERISA, HIPAA, and other relevant compliance frameworks. Benefits Competitive salary and benefits package. Opportunities for career growth and development. Collaborative and supportive work environment. Work-life balance encouraged and practiced. Comprehensive medical, dental, and vision plans and numerous supplemental benefit offerings. Paid time off annually and a sabbatical at every 10-year service anniversary. Ownership in the company in the form of company stock, discretionary profit-sharing, and 401(k) match contribution. Additional assistance with parking expenses, discount programs for area services/experiences, financial support for professional development and licensure/designations, and access to specialized leadership development programming. Equal Opportunities Oswald, a Unison Risk Advisors company, is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information, or any characteristic. #J-18808-Ljbffr JBO The James B. Oswald Company