Customer Success Coordinator - Temporary

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.

What your impact will be:

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
• Listening and problem-solving skills; ability to proactively address issues and coordinate solutions
• 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
• SaaS implementation experience a plus

What will make you stand out:

• Medicare industry knowledge a plus
• 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

Qualifications:

• A BS/BA Degree
• 3-5 years of relevant experience or equivalent combination of experience and education
• 3+ years of experience working directly with customers in a client service capacity
• 3+ years of experience in using software reporting tools

About us:

ConnectureDRX’s platform for Medicare shopping and enrollment has evolved from two decades of nurturing trusted relationships with carriers and brokers and providing them with proven technology, unparalleled distribution and the gold standard in drug pricing. Our goal is to help every Medicare beneficiary find their best fit plan through a positive and uniquely personal experience.”