Associate Customer Success Support

Benefitfocus, Inc. (NASDAQ: BNFT) is a leading provider of cloud-based benefits software solutions for consumers, employers, insurance carriers and brokers. Benefitfocus has served numerous consumers on its platform that consists of an integrated portfolio of products and services enabling clients to more efficiently shop, enroll, manage and exchange benefits information. With a user-friendly interface and consumer-centric design, the Benefitfocus Platform provides one place for consumers to access all their benefits. Benefitfocus solutions support the administration of all types of benefits including core medical, dental and other voluntary benefits plans as well as wellness programs.

The Customer Success Support (CSS) associate is responsible for the initial intake and triage of cases reported to us by our customers. You'll be asked to deliver service that builds high-trust relationships with rapid turnaround time on issues. This role supports the more tenured CSM (Customer Success Manager) during day to day operations as well as during peak Open Enrollment season. You'll work together to deliver first in class customer support, fulfill reporting needs, data triage, and project progress tracking. You'll be an extension of your assigned CSM, helping them to drive desired outcomes while maximizing the value of the Benefitfocus solution.

Responsibilities:

• Maintain relationships with a portfolio of Employer and Carrier customers through all stages of the customer life cycle
• Daily progress reporting of Open Enrollment activities for both Internal consumption, and External client facing partnerships
• Customer interaction, primarily email with some phone support as needed, to answer questions and perform basic production support
• Update existing platform configurations to ensure customer data is being processed and transmitted with high degrees of accuracy
• Manage a high-volume case queue filled with inquiries both from customers and internal stakeholders alike
• Perform basic data file triage when issues arise and file the appropriate engineering requests if supplemental support is needed
• Troubleshoot sftp connection requests for customers transmitting data to Benefitfocus
• Document and maintain a robust client contacts list
• Other duties as assigned

Preferred Education and Experience:

• B.S. or B.A. required
• Microsoft Office suite (Outlook, Word, Excel)
• ANSI 834 enrollment file knowledge a plus
• Custom facing skillset highly desired
• Industry experience highly preferred: Insurance, Benefits Administration, Benefits Consulting, SaaS, Healthcare, BPO
• Prior Salesforce experience a plus

Benefitfocus is committed toproviding a diverse and inclusive workplace in whichequality, representation and respect create a culture of belonging. It is Benefitfocus' policy to encourage diversity in hiring, recognizing that this enriches the work environment for all Benefitfocus Associates and that a broad variety of perspectives enhances decision-making and creativity. Qualified applicants will receive consideration for employment without regard to their age, race, religion, national origin, gender, sexual orientation, gender identity, protected veteran status or disability. Benefitfocus is an Equal Opportunity Employer Minority/Female/Disability/Veteran.