Technical Customer Success Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Become an expert on customer support topics.

• Oversee and manage EDI Feeds with new clients and their BenAdmin and/or Payroll providers.

• Maintain an in-depth understanding of Lively’s product and communicate relevant features and functionalities to customers based on their needs.

• Gather and organize customer feedback, collaborating with internal teams to prioritize requests.

• Acquire knowledge of Lively’s Employer product functionalities and utilize the necessary architecture and technical tools to analyze and resolve issues.

• Create and oversee technical documentation for both internal teams and external customers.

• Assist enterprise clients during peak Open Enrollment periods.

⛳️ Requirements

• A minimum of 2 years of experience in a client-facing role.

• Outstanding customer support skills tailored for enterprise clients.

• Strong project management, organizational, and interpersonal abilities.

• Excellent verbal and written communication skills.

• Keen attention to detail.

• A passion for technology and engagement in a rapidly growing SaaS environment.

• Experience collaborating with cross-functional teams, including Sales, Product, Marketing, and Engineering.

• Proficiency in writing feature requests or bug tickets for product and engineering teams.

• Basic knowledge of EDI Feeds, SFTP, and APIs.

• Familiarity with Salesforce CRM.

• Experience using Jira.

• Proactive communication approach and readiness to raise and escalate issues within the organization.

• Flexibility to handle high customer volumes during Open Enrollment, approximately from November to the end of January.

• Ability to adapt in a fast-paced setting.

• Must have current authorization to work full-time in the United States without sponsorship, now or in the future.

🏝️ Benefits

• Competitive salaries.

• Stock options.

• Medical coverage.

• Dental coverage.

• Vision coverage.

• Life coverage.

• Disability coverage.

• HSA with employer contribution.

• FSA.

• Paid parental leave.

• Medical travel benefits.

• 401k plan.

• Flexible vacation policy.

• Lifestyle spending accounts.