Technical Customer Success Manager

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🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $80k - $110k / year

⏰ Full Time

🟢 Junior

🟡 Mid-level

🧑‍🔧 Technical Customer Success Manager

🚫👨‍🎓 No degree required

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Lively, Inc.

WebsiteLinkedInAll Job Openings

201 - 500 employees

🏥 Healthcare

💸 Finance

⚕️ Healthcare Insurance

Healthcare • Finance • Healthcare Insurance

Lively, Inc. is a company that provides a suite of flexible employee benefits solutions focused primarily on Health Savings Accounts (HSA), Flexible Spending Accounts (FSA), Health Reimbursement Arrangements (HRA), and other employer-sponsored saving and spending accounts. The company aims to simplify benefits administration for employers while maximizing healthcare savings for individuals, featuring transparent pricing and robust customer support. Lively also offers related products such as COBRA, Direct Bill, Lifestyle Spending Accounts, and Medical Travel Accounts, all designed to enhance employee satisfaction and employer retention strategies. Their technology and customer service have positioned Lively as a leading provider in the benefits solutions industry, with a commitment to innovation and ease of use.

📋 Description

• Become a subject matter expert on customer support topics • Facilitate and monitor EDI Feeds with new customers and their BenAdmin and/or Payroll providers • Maintain a deep understanding of Lively’s product and discuss relevant features and functionality with customers based on their requirements • Collect and structure customer feedback and work with internal teams to prioritize requests • Learn Lively’s Employer product functionality and use the necessary architecture and technical tools to analyze and triage issues • Write and manage technical documentation for internal teams and external customers • Support enterprise customers during high-volume Open Enrollment periods

🎯 Requirements

• 2+ years of client-facing experience • Exceptional customer support for enterprise customers • Strong project management, organizational, and interpersonal skills • Excellent verbal and written communication skills • Exceptional attention to detail • Passion for technology and participation in a fast-growing SaaS company • Experience working with cross-functional teams such as Sales, Product, Marketing, and Engineering • Skill writing feature requests or bug tickets for product and engineering teams • Basic understanding of EDI Feeds, SFTP, and APIs • Familiarity with Salesforce CRM • Experience using Jira • Proactive communication style and willingness to raise and escalate issues internally • Flexibility to support high customer volume during Open Enrollment, roughly November through the end of January • Adaptability in a fast-paced environment • Must be currently authorized to work full-time in the United States without sponsorship now or in the future

🏖️ Benefits

• Competitive salaries • Stock options • Medical coverage • Dental coverage • Vision coverage • Life coverage • Disability coverage • HSA with employer contribution • FSA • Paid parental leave • Medical travel benefits • 401k plan • Flexible vacation policy • Lifestyle spending accounts