Senior Implementation Specialist

Built on meritocracy, our unique company culture rewards self-starters and those who are committed to doing what is best for our customers.

The Senior Implementation/Customer Success Specialist is a key team member of the National Employee Benefits Technology (EBTech) Department.  The department deploys various software tools to our valued customers and their employees for use in health care reform compliance, automated benefits enrollment, and other needs for automation.  The incumbent is responsible for carrying out and overseeing various aspects of that software implementation process, including needs analysis, configuration, testing, training, and presentation of the software to customers and/or their employees, as well as post-implementation support.  The incumbent may be placed in primarily an implementation or customer support (post-implementation) role, and may move between the two, as needed by the business.  The Senior Implementation/Customer Success Specialist interacts directly with customers.                

Essential Duties and Functions:.
 

• Create and configure new and existing moderately (or greater) complex customer websites (using third party software), following established SOPs and best practices.

• Responsible for final testing and auditing of own and others configured of moderate complexity software to ensure proper functioning, with oversight.

• Assist with providing guidance on the development of SOPs provide SOP process improvement considerations based for aligned platform

• Build courteous and successful relationships with customers, vendors and carriers to improve customer retention.

• Primarily responsible for documentation of renewal, sales, and insurance operations compliance documents into the sales management database.

• Assist with education of customers’ HR administrators on benefits programs, legislation, and regulatory requirements, with respect to assigned software, with very limited oversight.

• Assist with training customers’ HR administrators on assigned software, with very limited oversight.

• Provide direct and indirect (through teammate development) daily support to assigned customers and/or customers as directed

• Maintains a functional knowledge of health and benefits products, services and tools in order to appropriately configure and test software tools.

• Promote teamwork, support, knowledge sharing and a positive attitude in the department and office.

• Promote a commitment to achieve or exceed internal and external performance standards both individually and through teammates.

• Takes accountability for individual quality assurance on moderate complexity site builds.

• Proficient ability to anticipate and respond to customer support questions as assigned and working directly with customers, with limited oversight.

• Serves as subject matter resource in customer meetings, as needed.

• Follow department guidelines, policies and procedures; including professional development and continuing education required for valid licensing.

• Provides training and mentorship of Implementation/Customer Success Analyst and Senior Analyst, and Specialist.

• Participate and assist in delivering training opportunities to remain current on industry information, new product development, legislation, coverages, and technology.

• Pursues a course of personal, professional development.

• All other duties as assigned.

Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

Required

• Minimum education required: Associate’s, or Bachelor’s degree, or equivalent work experience

• 3-6 years of applicable software implementation experience

• Understanding of organizational technologies and/or practices.

• Proficient with MS Office Suite

• Experience working with personal computer database applications

• Attention to detail and the ability to adhere to strict deadlines

• Exceptional and professional telephone demeanor

• Ability to maintain a high level of confidentiality

Preferred

• 3-6 years experience in an office environment, preferably in the insurance, human resources, or financial sectors

• Ability to obtain licensure in Life and Health Insurance

We are an Equal Opportunity Employer. We take pride in the diversity of our team and seek diversity in our applicants.