Senior Manager/ GM- Customer Experience Partner

About Plum

Plum is an employee insurance and health benefits platform focused on making health insurance simple, accessible and inclusive for modern organizations.

Healthcare in India is seeing a phenomenal shift with inflation in healthcare costs 3x that of general inflation. A majority of Indians are unable to afford health insurance on their own; and so as many as 600mn Indians will likely have to depend on employer-sponsored insurance.

Plum is on a mission to provide the highest quality insurance and healthcare to 10 million lives by FY2030, through companies that care. Plum is backed by Tiger Global and Peak XV Partners.

JOB PURPOSE:-

We are looking for a dedicated and experienced Customer Relationship Manager to join our Customer Success team within the health insurance sector. This role is pivotal in managing relationships with our corporate clients as well as internal stakeholders. The ideal candidate will possess strong interpersonal skills, a deep understanding of health insurance products, and a commitment to ensuring client satisfaction and success.

PRINCIPAL ACCOUNTABILITIES:-

• Expertise in Customer Success Functions:- Develop a comprehensive understanding of all functional areas within the Customer Success Team, including Onboarding, Endorsements, Claims Management, and Customer Support.
• Complex Query Resolution:- Act as the primary point of escalation for internal teams and corporate clients to resolve complex queries related to customer success ( onboarding, endorsements, claims, and customer support). Collaborate with various departments to gather necessary information and provide accurate and timely solutions in line with terms & conditions and regulatory adherence Implement feedback loops to ensure recurring issues are addressed, and solutions are documented for future reference.
• Corporate Client Engagement:- Participate in corporate client calls, including Quarterly Business Reviews (QBRs), representing the Customer Success Team and ensuring a clear understanding of client needs from an operational perspective. Prepare and present insights and updates on customer success metrics, operational processes, and product offerings to clients, ensuring alignment with their expectations and needs. Build strong, trusting relationships with corporate clients, positioning yourself as a strategic partner in their success.
• Support for Account Management and Escalations:- Collaborate with account management and escalation teams to analyze and resolve complex escalations effectively, ensuring clear communication regarding insurance regulations and compliance requirements. Provide guidance and operational insights on how to navigate regulatory frameworks and enhance client satisfaction during complex situations.
• Operational Projects and Efficiency Improvements:- Lead and drive operational projects in collaboration with the product team, identifying areas for simplification and efficiency enhancements within customer success processes. Utilize data analysis and stakeholder feedback to inform project priorities and ensure that improvements align with customer needs and operational capabilities. Monitor the impact of implemented changes, adjusting strategies as necessary to achieve optimal results in service delivery.

INTERACTIONS:-

• Internal Clients:-

Endorsement team

Onboarding team

Products & engineering

Other Claims teams

Support Inbound

Account Management




• External Clients:-

Client HR’s and leadership

WHO CAN APPLY:-

• A professional with 10–12 years of total work experience, including a minimum of 5 years in the health insurance industry
• Bachelor’s degree in Business, Insurance, or a related field
• Proven experience in customer success, account management, or operations in leading B2B or B2C organisations 
• Preference will be given to candidates having the experience in health insurance industry (Indian or International) and with customer-facing roles. 
• Strong knowledge of health insurance products, regulatory framework, and customer service best practices.
• Exceptional analytical and problem-solving skills, with the ability to manage complex situations effectively.
• Excellent communication and interpersonal skills, with the ability to build relationships across all levels of the organization and with corporate clients.
• Proficient in CRM software and data analysis tools; ability to leverage data for strategic decision-making.
• Leadership skills with a focus on team development and cross-functional collaboration.