Customer Success Manager

Reports to: Director, Customer Success

Team: Customer Experience

FLSA Status: Exempt

Compensation Status: Salaried

Date Last Revised: 1/16/2024

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Company Summary: Steele is a benefits administration, communication, and employee engagement company. We specialize in assisting companies with installation of benefits administration software, and communicating, enrolling, administering, and reporting their employee benefits program.

Cornerstones of Steele’s success are rooted in character, growth, service, and teamwork. To ensure that we always live up to these values, we place a strong emphasis on integrity, accountability, and continuous improvement. Steele is committed to delivering exceptional customer service and understands the importance of collaboration and teamwork. By embracing these values, we are a trusted partner for businesses seeking streamlined benefits administration, and enhanced communication and employee engagement.

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Job Summary: The Customer Success Manager oversees the organization’s customer relationships. They will be responsible for building and maintaining strong, trust-based connections with customers, ensuring their needs and expectations are understood and met to achieve long-term satisfaction and loyalty. They provide support, guidance, and tailored solutions to meet their customer’s benefits administration, enrollment, engagement, and reporting needs. Effective collaboration and communication with other departments is necessary to resolve customer, counselor, and team issues. Strong organizational skills, problem-solving abilities, time management skills, and passion for providing excellent customer service will be foundational to their success.

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Responsibilities:

• Build and maintain strong relationships with customers to understand their needs, goals, and challenges
• Develop a deep understanding of the organization’s products and services
• Provide customer training sessions and resources to help customers maximize the value of their purchased services
• Monitor customer activity to identify potential issues or areas for improvement
• Address customer concerns and issues promptly and effectively, working closely with relevant teams or departments when necessary
• Stay updated on industry trends and best practices
• Evaluate key metric reports from Selerix to optimize enrollments
• Maintain detailed records of customer interactions and issues.
• Promote effective cross-departmental communication to enhance enrollment process and foster a cohesive experience for customers and counselors.
• Facilitate benefits counselor training sessions to clearly communicate the customer’s enrollment processes and expectations
• Demonstrate a high-level of knowledge and understanding of employee benefit packages.
• Demonstrate skilled understanding and application when navigating Steele’s enrollment processes and technology (i.e., benefits enrollment software, call center software, electronic appointment sign-ups).
• Perform benefits enrollment/counseling services for employees requesting Steele’s benefit enrollment services and/or benefits enrollment support using enrollment platforms and applicable call center software.

Supervisory Responsibilities:

• This position does not have any direct supervisory responsibilities.

Qualifications:

Preferred -

• Associate or bachelor’s degree in business, human resources, or a related field.
• Familiarity with Selerix, benefit enrollment platform.
• Ability to build relationships with key stakeholders, for example CFO, HR Director, Benefits Consultants, provider contacts, etc.
• Ability to influence enrollment strategy at customers
• Inside sales skills and ability to cross-sell Steele products and services
• Strong knowledge of insurance products and an active Life & Health Insurance License.

Required -

• 2 years of experience in employee benefits, benefits enrollment, call center enrollment, or similar area of work.
• Strong analytical and problem-solving skills.
• Excellent communication and interpersonal skills.
• Ability to work collaboratively with other departments and team members.
• Proficient in Microsoft Office.
• Active Life & Health Insurance License
• High school diploma or equivalent.

Working Conditions:

Steele Benefits provides a flexible, hybrid work environment with an emphasis on work-life balance. Employees in this role will work remotely and from the Indianapolis, IN based office and occasionally may be required to collaborate with customers or colleagues in-person at the office or virtually.

While working remotely the employee will be responsible for managing their work schedule within a variation of 8am-5pm (EST) as agreed upon with their manager, ensuring they have a suitable workspace, including a reliable internet connection and appropriate ergonomic setup. Necessary equipment such as a laptop, software, and relevant resources to complete the job duties will be provided.

While working in Steele's Indianapolis office environment, a collaborative space with various equipment and resources will be available to perform the job duties. The office will follow health and safety protocols to protect employees' well-being.

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Physical Requirements:

This role requires work to be done at a desk with a computer, keyboard, and mouse for extended periods. Steele encourages good posture and ergonomics to prevent any strain or injuries which may include adjusting the height of a chair or desk, using a footrest, and taking breaks to stretch or move around.

This role may require standing or sitting for extended periods of time, as well as some lifting and/or carrying materials or equipment.

One must have clear vision to work with a computer screen for extended periods. It is recommended to take regular breaks to rest the eyes and prevent eye strain. Occasional travel or attendance at in-person meetings or events may require the employee to stand or walk for extended periods.

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Travel Required:

This role has minimal travel requirements which may include attending events or on-site customer visits. (<7% annually)

Expectations of travel will be communicated in advance.

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Disclaimer: This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice. A regular review of job descriptions will be completed.