Customer Success Team Manager

Customer Success Team Manager

Description:

Milliman Omaha is an office of intelligent, hard-working, creative minds and we are anything but corporate. Our unique structure allows for the best of both worlds: a flexible local office that recognizes individual value within a large, national firm that gives stability and structure. We offer an environment conducive to building strong relationships, while allowing independence for each person to gauge their success.

As the Customer Success Team Manager you will champion customer outcomes through training, onboarding, and ongoing communication to turn this into onboarding, support, and retention strategies. You will also help provide insight for our product roadmap based on customer feedback. You will be involved in project management, educating the customers, demonstrating value to the customers, customer services operations, and more. You will help guide the Customer Success team providing support to inbound and outbound customer requests through phone, email, and live chat.

We are looking for:

• Relationship builders. We are fanatical about serving our customers leading to their success. We are looking for someone with strong listening, written, and verbal communication skills to create dynamic relationships, both internally and externally.
• Confident professionals. We aim for 100% in everything we do which means being accurate, on-time and on-point for our customer’s needs.
• Trend-setters. Innovation is at the core of our DNA, and that stems from the work ethic of our people. We proactively respond to client feedback to understand and change the landscape of health insurance with new and extraordinary ideas.
• Future leaders. We believe in our people and take the time to invest in our people. Encouraging them to deepen skillsets and broaden abilities. We will always have new opportunities and responsibilities for those who want to assume them.

Qualifications:

Required 

• Ability to organize and self-direct to get things done
• Embrace technical excellence and continuous learning
• 4+ years in a Customer Success, Relationship Management, Account Management, or similar role
  • Experience working in a call center type environment is a plus
• Exceptional communication skills, highly organized, collaborative and detail oriented.
• Experience building and maintaining relationships, while working to mitigate churn and drive engagement and renewals
• Empathetic, positive attitude with a desire to help our customers reach their goals.
• Experience working with a Customer Success platform
• Experience working with, and managing, stakeholders and customers
• Experience setting KPIs and performance metrics and developing strategies to maximize team performance and customer satisfaction
• A high level of accuracy and attention to detail is required
• Flexible approach, able to operate effectively with uncertainty and change
• Driven, self-motivated, enthusiastic and with a “can do” attitude

Preferred 

• Experience with SaaS products and customer success processes, preferred
• Educated to bachelor’s degree level preferred but not essential
• Insurance experience in employee benefits and/or personal insurance a plus

Location

This position is based out of the Milliman office in Omaha, Nebraska.  Candidates hired into this role must be willing to work onsite full-time.

Benefits

We offer a comprehensive benefits package designed to support employees’ health, financial security, and well-being. Benefits include:

• Medical, Dental and Vision – Coverage for employees, dependents, and domestic partners
• Employee Assistance Program (EAP) – Confidential support for personal and work-related challenges
• 401(k) Plan – Includes a company matching program and profit-sharing contributions.
• Discretionary Bonus Program – Recognizing employee contributions
• Flexible Spending Accounts (FSA) – Pre-tax savings for dependent care, transportation, and eligible medical expenses
• Paid Time Off (PTO) – Begins accruing on the first day of work. Full-time employees accrue 15 days per year, and employees working less than full-time accrue PTO on a prorated basis
• Holidays – A minimum of 10 paid holidays per year
• Family Building Benefits – Includes adoption and fertility assistance
• Paid Parental Leave – Up to 12 weeks of paid leave for employees who meet eligibility criteria