Customer Success Representative

Customer Success & Relationship Management:

• Build relationships through proactive communication, education, and support across the full customer lifecycle.
• Conduct account reviews and manage onboarding, implementation, and renewals.
• Identify opportunities to improve the customer experience and collaborate cross-functionally.

Client Support:

• Respond to inquiries from employers, employees, brokers, and carriers via phone, email, and virtual meetings.
• Educate stakeholders on ICHRA administration, reimbursement processes, enrollment, and eligibility.
• Assist with Individual Marketplace and Medicare enrollment options and resolve complex issues.

Insurance & Benefits Administration:

• Help individuals understand Individual Health Insurance and Medicare plan options, explaining terminology and coverage.
• Coordinate with carriers, brokers, and partners to resolve member issues.
• Process enrollments, qualifying life events, terminations, plan changes, and eligibility updates.

Account Management:

• Manage a portfolio of employer accounts, monitoring activity and proactively communicating key updates.
• Support annual renewals, eligibility updates, and ongoing account maintenance.
• Partner with cross-functional teams to deliver successful client outcomes.