Customer Success Coordinator

Customer Success Coordinator

Are you motivated, organized and adaptable? Connecture is seeking a Customer Success Coordinator to join our growing team!

As the Customer Success Coordinator, 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. You will also assist with reporting as needed (downloading/creating and distributing).

This position is not static and is subject to change as Connecture's and the Department's needs change.

This remote role welcomes candidates anywhere in the US. Preference will be given to candidates who can work in CST and EST timezone.

What your impact will be:

The essential responsibilities of the Customer Success Coordinator are:

Services Coordinator 45%

• Provide support to customer success and operations management functions.
• Assist customer success managers and operations personnel in the coordination and completion of projects.
• Provide administrative and technical support such as scheduling, 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.

Customer Service 45%

• Provide customer service via the telephone and/or Internet (e.g., support tickets, instant message, email). Assist with outbound customer communications as instructed.
• Handle customer inquiries and resolve support inquires. Coordinate with customer if additional information is needed. If the nature of the inquiry requires involvement from others, manage the inquiry/response through successful completion.
• Assist with data file collection, validation, issue resolution.
• Perform other customer service duties as requested.

Administration 10%

• Perform administrative duties as assigned.

What we are looking for:

• Experience working with all levels in an organization, both internal and customer organizations
• Ability to work directly with customers, vendors, and other service providers unsupervised
• Customer management skills including project management, resolving issues, setting customer expectations, customer training support, and building customer relationships.
• Ability to follow instructions well and quickly adapt to changing priorities
• Self-starter, ability to manage to deadlines with little to no direct supervision
• Verbal and written communication
• General technical knowledge needed to support customers
• 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, Visio, and MS Project

What will make you stand out:

• 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
• SaaS implementation experience a plus
• Medicare industry knowledge a plus

What we offer:

• Culture for Growth
• Top Notch Employee Health & Well Being Benefit
• Every Voice Matters
• Global Reach
• Careers with Purpose
• World Class Career Development Programs
• Focus On Sustainability
• Comprehensive medical, dental, and vision benefits
• 3 weeks of vacation plus 5 personal days to recharge
• Employee stock ownership and RRSP program

Salary: $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 in order to help millions of consumers find and enroll in their best fit Medicare plans every year.

About Harris Computer:

Harris 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 is the perfect opportunity to fulfill your professional goals as well as achieve your personal dreams! Our employees enjoy a casual work environment that offers comfort while providing superior service to our customers. We offer a comprehensive benefit package as well as other additional "Perks"!

• We empower our employees to make a difference
• We have an award-winning culture
• We offer opportunity to learn
• We are financially strong and we are owned by the largest software company in Canada (CSI)
• We have fun!

Follow us on social media to learn more about our company values, culture and initiatives!

• Instagram: @weareharris
• LinkedIn: Harris Computer