Manager, Customer Success at Connecture Inc in Raleigh, North Carolina

Job Description:

Connecture is looking for a Customer Success Manager to join our team!

You will be an expert on each assigned customer’s strategic goals and operations, and guide customers and drive adoption of the software solution, over the life of the customer relationship.

As the Customer Success Manager you will have the responsibility for the overall success of customer implementations, customer support and customer satisfaction.

This role is a first-level manager position that may manage the activities of a team including supervisors and/or individual contributors. You may also manage a process or function without having direct reports. 

This is open to remote candidates in the US as well!

NOTE: This position is not static and is subject to change as Connecture’s and the Department’s needs change.

What your Impact will be:

• Manage customer relationship related to implementation, delivery, and use of ConnectureDRX solutions in order to maintain high levels of customer satisfaction; Ensure customers derive maximum value and net benefit from their investment


• Continuously develop stronger customer relationships at the project management level and inspire customer confidence


• Possess a comprehensive understanding of the software solution in order to meet/enhance customer's business needs in assisting their members and potential members compare, choose and enroll in a health/prescription drug plan


• Coordinates activities of ConnectureDRX departments to deliver contracted solutions and customer requests timely and accurately for assigned customers. 


• Responsible for overall implementation success of all assigned customer projects: requires proactive thought and initiative to ensure all project items are completed on time and meet customer expectations.


• Serve as project management contact. Responsible for escalation of issues related to a customer's program.  Own responsibility for issue resolution, escalating to management when support is needed.


• Document customer requirements when needed, coordinating internally to translate customer needs into the internal request (for standard update requests, advanced configuration requests or product enhancement requests).  Track progress for customer and support internal teams as needed for follow up.


• Identify product improvement opportunities and provide input to the Product Management team on new features and functionality within the solution to support customer objectives.


• Responsible to understand and keep abreast of regulations and compliance requirements.


• Support management and Customer Partner with follow-on sales opportunities and retention efforts as required.


• Identify, participate in and support regular process reviews and incremental improvement projects for Customer Success department and/or other ConnectureDRX departments to improve efficiencies wherever possible.


• Assume other responsibilities as assigned by the Vice President/Director of Customer Success.


• Coach and mentor entry level team members as needed


• Coordinate administration of project reviews, performance evaluations, and employee promotion and compensation for all functional resources working under the manager (if applicable).

Skills/Experience Required:

• Strong customer-focus and service orientation.


• Excellent customer management skills including project management, resolving issues, setting client expectations, customer training support, and building customer relationships


• Exceptional written and verbal communication skills, including presentation skills.


• Strong listening, analytical and problem-solving skills; ability to proactively address issues and coordinate solutions


• Ability to respond strongly and positively to challenging work and deadlines.


• Quick learner – ability to quickly learn product, processes, etc.


• Willing to put in the amount of hours necessary to manage projects.


• Work as an integral part of a talented team in a fast-paced, proactive environment


• Hands on, individual contributor and collaborative team player.


• Prioritization savvy – ability to determine appropriate priorities, responsive to urgent requests, ability to escalate as appropriate


• Program Management experience.


• General web application development and technical knowledge (understanding of things such as release management, SFTP/importer/exporters, SAML SSO, analytics, content management systems, data management, etc.).


• Medicare/industry knowledge a plus


• Ability to manage direct reports; provide training/mentor


• MS Office products.


• Willing to travel.

Type of Equipment Used:

• PCs and various software applications

Work Environment / Physical Demands:

• General office environment


• Sitting 75% of the time


• Considerable stress may occur at times


• No special physical demands required


• Ability to work longer hours as needed


• Ability to travel occasionally

What we are looking for:

• Bachelor of Science/Administration degree (or equivalent experience).


• 5+ years of experience with internet/web, Client/Server system, and/or SaaS solution  implementation and support.


• 5+ years of prior project management experience.


• 4+ years of prior health insurance, general healthcare or general insurance experience.


• Project management experience on large project(s).


• 3+ years of Internet software management experience


• The ideal candidate should be comfortable consulting and influencing health system executives and have a strong understanding of the customers’ strategic business goals in support of expanding the company footprint.

What we offer:

• Paid vacation package


• Comprehensive Medical, Dental and Vision coverage from your first day of employment


• Employee stock ownership and RRSP/401k


• Flexible work options


• And more!

About us:

For nearly two decades, ConnectureDRX’s vast network of health plan data has brought carriers, FMOs and brokers together to simplify selling health plans in order to help millions of consumers find and enroll in their best fit Medicare plans every year.

With unique drug pricing capabilities ConnectureDRX arms consumers with reliable and time-tested out-of-pocket cost estimates to support better decision-making. ConnectureDRX’s multi-channel automation saves consumers, carriers, brokers and call centers time navigating Medicare complexities, improving member satisfaction and retention.

Salary: