Technical Customer Success Manager

About the Role

Lively has an amazing Customer Success Team that has continued to grow and expand over these past few years. This Technical CSM role requires thorough knowledge of our products and offerings, but also the ability to assist our customers with their EDI or integration setups. With Lively being a cutting edge technology in the benefits industry, we are continually growing our offerings through multiple integration avenues in order to provide the best experience for our customers. You will have the opportunity to grow with these advancements and provide valuable input into the future of the product. As well as work on sharpening your troubleshooting and customer service skills. This role is perfect for you if you have a passion for technology, customer service, and healthcare.

Responsibilities

• 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 our product and speak with customers about the most relevant features/functionality for their specific requirements.
• Maintain a high level of customer satisfaction by collecting and structuring customer feedback & working closely with internal teams to prioritize requests.
• Learn Lively’s Employer product functionality and understand the architecture and technical tools needed to help analyze and triage issues as they arise.
• Write and manage technical documentation for internal teams and external customers.

Skills & Experience

• 2+ years of client facing experience.
• Exceptional level of customer support to enterprise customers.
• Strong project management, organizational, and interpersonal skills.
• Excellent verbal and written communication skills.
• Exceptional attention to detail.
• Passion for technology and being a part of a fast-growing SaaS company.
• Experience working with cross-functional teams (e.g. Sales, Product, Marketing, Engineering).
• Skilled at writing feature requests or bug tickets for our product and engineering teams.
• Basic understanding of EDI Feeds, SFTP, and API’s.
• Familiarity with Salesforce CRM.
• Experience using Jira.
• Proactive in your communication style, open to raising and escalating issues internally where necessary.
• Willingness and flexibility to support high customer volume during our busy Open Enrollment season, roughly November through the end of January each year.
• Comfortable working with a high level of adaptability and flexibility in a fast-paced environment.
• You're driven; no one needs to push you to excel; it’s just who you are.

If you are interested in applying, please submit your resume and complete the writing exercise below

Applicants must be currently authorized to work in the United States on a full-time basis with no sponsorship needed now, or in the future.