Position Summary:

The Customer Success Lead acts as a dedicated advocate for both clients and members, delivering a high level of personalized service.  This role requires a proactive approach in building and maintaining relationships with internal and external clients, utilizing technology, expertise, and internal resources to resolve complex and escalated issues, educate clients, and ensure an exceptional experience. This role also serves as a crucial layer of support for customer advocates, and collaborates closely with management to identify solutions and drive process improvements.

Principal Duties & Responsibilities:

Escalation & Issue Resolution :

• Serve as a primary point of contact for complex inquiries and escalated issues, ensuring exceptional support and prompt resolution (advanced)
• Act as an intermediary to resolve member-related issues, especially where direct communication with clients is needed, by assessing client needs and facilitating effective solutions. (advanced)
• Proactively recommend solutions, set realistic expectations, and deliver accurate information regarding their benefits, account navigation, and utilization. (advanced)
• Educate participants on plan features, empowering them to maximize benefits and navigate the platform independently. (advanced)

Support and Mentorship

• Provide support and guidance to customer advocates on complex client inquiries and resolutions, serving as a layer of support (intermediate)
• Act as mentor and participate in developing the skill of team members (intermediate)
• Step in and support organizational roles as needed to maintain effective business operations, adapting to changing demands. (Intermediate)

Relationship Building & Collaboration:

• Build and foster strong relationships across the company by collaborating with colleagues in a team-oriented environment, focusing on meeting company, client, and member needs. (advanced)
• Act as an Ameriflex ambassador, upholding the organization’s core values and projecting a positive, professional image in all client and member interactions. (advanced)
• Collaborate closely with internal teams and management to offer solutions, identify process improvement opportunities, and promote best practices for client satisfaction and retention (intermediate)
  

Compliance & Documentation:

• Ensure strict compliance with HIPAA and other regulatory guidelines, maintaining confidentiality in all interactions and documentation processes.(advanced)
• Maintain accurate records of client interactions, documenting resolutions and tracking follow-ups as required to meet company standards for quality and reporting.

All other duties and responsibilities assigned by management.