Customer Success Lead

Job not on LinkedIn

November 21

🤠 Texas – Remote

Although this job is listed in Texas, this company may be open to hiring remote in other states.

💵 $23 / hour

⏰ Full Time

🟠 Senior

🏆 Customer Success

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A.E. Perkins

WebsiteLinkedInAll Job Openings

Healthcare Insurance • Fintech • SaaS

A. E. Perkins is a company that places sustainability at the heart of its mission, focusing on building and investing in businesses that embody the entrepreneurial spirit of its namesake, Alexander Early Perkins. It primarily operates in healthcare payments and benefits technology, supporting the growth of award-winning innovative companies over the past two decades. A. E. Perkins offers various services including FSA, HSA, and COBRA administration through its subsidiary Ameriflex, direct primary care solutions via Accresa, and payroll and HR services through Workforce Go, while also engaging in investments across multiple sectors including real estate and food and beverage, and advancing consumer-driven benefits and direct care industries.

201 - 500 employees

⚕️ Healthcare Insurance

💳 Fintech

☁️ SaaS

📋 Description

• The Customer Success Lead acts as a dedicated advocate for both clients and members, delivering a high level of personalized service and acting as the primary channel for external product support, education, and issue resolution. • Serve as the primary point of contact for high-priority and VIP clients, ensuring exceptional support by addressing complex inquiries and issues promptly. • Act as an intermediary to resolve member-related issues, especially where direct communication with clients is needed, by assessing client needs and facilitating effective solutions. • Proactively recommend solutions, set realistic expectations, and deliver accurate information to clients regarding their benefits, account navigation, and utilization. • Educate participants on plan features, empowering them to maximize benefits and navigate the platform independently. • Build and foster strong relationships across the company by collaborating with colleagues in a team-oriented environment, focusing on meeting company, client, and member needs. • Act as an Ameriflex ambassador, upholding the organization’s core values and projecting a positive, professional image in all client and member interactions. • Collaborate with internal teams to offer solutions, identify process improvement opportunities, and promote best practices for client satisfaction and retention. • Analyze and interpret data specific to VIP accounts, using insights to provide tailored support and identify trends in client needs. • Use critical thinking skills to address client issues effectively, applying sound judgment in interpreting and adhering to relevant laws, regulations, and policies. • Proactively assess complex client needs and provide consultative support, offering strategic insights to enhance the client experience. • Ensure strict compliance with HIPAA and other regulatory guidelines, maintaining confidentiality in all client interactions and documentation processes. • Maintain accurate records of client interactions, documenting resolutions and tracking follow-ups as required to meet company standards for quality and reporting.

🎯 Requirements

• Proven experience in handling complex client inquiries, with an emphasis on consultative support and problem-solving. • Ability to proactively recommend solutions and deliver client education tailored to individual needs. • Exceptional verbal, written, and presentation skills, with the ability to communicate clearly and persuasively across multiple channels (phone, email, chat). • Demonstrated skill in building and maintaining strong relationships with clients and internal teams, with a focus on positive client experiences. • Proficiency in data analysis, with the ability to draw insights and provide solutions based on client account data. • Knowledge of CRM tools and digital communication channels, with a high level of adaptability to new technology and tools. • Strong multitasking abilities, with the capability to manage multiple priorities in a fast-paced, deadline-driven environment. • Ability to manage flexible schedules, with the availability to work Monday-Friday between the hours of 7 a.m. to 8 p.m. CST • Associate’s degree or four or more years of professional experience in a related field, with prior experience in benefits management, claims, insurance, or healthcare required. • Demonstrated success in customer service or client support roles, with at least 2 years of experience in a high-volume, complex environment.

🏖️ Benefits

• Medical Insurance • Vision Insurance • Dental Insurance • 401(k) Matching • Flexible Spending Accounts • Health Savings Accounts • Disability & Life Insurance • Employee Assistance Program • LegalShield • ID Shield • Commuter Reimbursement Plan • Tuition Reimbursement • Bonus Pay • Wellable membership • Telescope Health (telehealth) through Accresa • Intellect (mental health) application • Employee engagement activities, including voluntary events, raffles, book club, and more!