Employee Benefits - Customer Success Associate

We are looking for a Customer Success Associate who can provide ongoing support to our clients and network with them. The candidate should be able to contribute to building relationships, implementing new programs that will increase customer satisfaction and minimize churn rates.

A Customer Success Associate's responsibilities include supporting customers as they transition from sales prospects, building close relationships with participants, and ownership of the business itself. Ultimately, you will work directly with the client company and its participants to help solve their problems and ensure their satisfaction while they are an active account with us. You will also work closely with our operations team (claims, administration, and financial operations) to ensure customer questions and concerns are addressed in a timely manner.

Additionally, you will be responsible for the plan design and purchase process for any plan renewals.

The key metrics will be Client Company satisfaction, Participant satisfaction, and Renewal GWP.

Responsibilities

• Review insurance participant complaints and concerns and seek to improve the customer experience
• Support insurance participants in stressful times in their communications with Qoala and insurance partner
• Key contact for Client Company's HR/People Ops team
• Responsible for Client Renewals
• Promote value through customer experience
• Promote the value of the product
• Upsell services and products with the brand image
• Assist in creating training courses and educational materials

• Proven work experience as a Customer Success Manager or similar role
• Exceptional ability to communicate and foster positive business relationships
• Technical skills required, as they relate to the use of the product or service
• Accountability and personal organization are essential
• Strong organization and presentation skills
• A propensity for relationship building
• Empathy