Job Details

Job Title: Customer Success Manager

Department: Client Services

Reports To: Director of Customer Success

Location: Indianapolis, IN

Job Summary

The Customer Success Manager manages the various stages of the Selerix end-to-end solution and services as the primary point of contact for clients. This role is responsible for gathering client requirements and establishing a foundation for successful implementation of benefits enrollment, payroll integration, and carrier transmission. This position provides superior customer service by providing system knowledge and building and/or repairing (case) capabilities. This position manages a minimum caseload of 5-10 cases.

Key Responsibilities

• Serve as the primary point of contact for Selerix's Employer Groups.
• Effectively perform project management roles on case configurations.
• Consistently maintains security and confidentiality for all client data per Selerix company policy and HIPAA requirements.
• Acts as liaison between the Selerix team and the Client when researching and reporting on questions regarding the Selerix platform.
• Accurately and timely provides resolution to client issues and concerns.
• Works collaboratively with internal partners to resolve issues or setup.
• Manage and prioritize multiple cases concurrently to ensure client satisfaction meets the VP of Customer Experience's requirements.
• Accurately addresses all assigned tasks within the project timeline, leading to a client go-live status on the Selerix platform.
• Maintains knowledge and information on the system in order to provide superior customer support.
• Effectively manages multiple client implementations simultaneously.
• Participate in staff meetings, conference calls, and other meetings, as needed.
• Performs other duties as required.

• Bachelor's Degree or relevant experience
• Minimum of 2 years of experience in insurance benefits (e.g., benefits administration, carrier, or broker relations).
• Account management or client relationship experience is a plus.
• Strong written and verbal communication skills
• Proficiency in Microsoft Office (Word, Excel, etc.)
• Proven organizational and time management abilities
• Effective team collaborator with a strong sense of partnership
• Experience in managing projects with multiple stakeholders and timelines

• Medical, Dental and Vision insurance
• 4 weeks paid time off (PTO)
• 9 paid holidays
• Tuition Reimbursement
• 401k (with match)
• Basic Life
• Long-Term Disability